What’s next for services?

“What’s Next is a trends report offering clear, concise and non-sensationalist commentary on trends in society, business, science & technology, government and the environment. Each issue covers trends across twelve …

Customer Service Live

Larry Hochman is a globally recognised expert on customer relationships. On Thursday 12 November 2009 ‘Customer Service Live’ is taking place at the London Business Forum. Larry will offer real-time …

Experience Service Design

This September, I am embarking upon an adventure to Finland. The Kuopio Academy of Design at the Savonia University of Applied Sciences in Finland is hosting a service design conference …

Where do you dream of going?

I read this passage in Viewpoint magazine yesterday afternoon and it has been in my mind since… “A destination is never a place, but a way of seeing things. And …

Masterclass with John Seddon

Last week I attended a Master class with Professor John Seddon: Beyond Targets in the beautiful Oran Mor in Glasgow. Having recently read John’s latest book “Systems thinking in the …

My landscape

A significant part of my Masters project is to adopt an intelligent, mindful, distant view of myself as a practitioner and a commentator. To help me with this I have …

Service Design News Scout

I have some very exciting news. I have been asked to be an ‘Offical Service Design Network News Scout’ for the Service Design Network, who have recently launched their new …

Digital Britian: Scotland’s reaction

Since the Lord Charter’s Digital Britain report was released in January there has been lots of mixed opinions, recommendations and criticism flying around. Charles Leadbeater’s response “The Digital Revolution: the …

Listen and learn

A video introducing Futurelab’s Learner’s Charter, in which students themselves describe what they want their education system to be like to help them reach their full potential. This is fantastic …