The average age of an S&P 500 company is under 20 years, down from 60 years in the 1950s, according to Credit Suisse. Disruptive technology is seen as one of the driving forces behind this reduction, as well the increased buyout activity starting in the 1980s. As the average lifetime…

Originally published at www.rawnet.com. Getting started I’ve outlined 6 steps you can take to help your organisation become more customer-centric. No business can survive long without exceeding its customers’ expectations and most understand that. …

As you are aware (and probably bored of reading about), customer experience is now a key point of differentiation. With new products and services entering the market faster than ever, brand loyalty is decreasing, and the increased competition continues to shift power from the brands to the consumers. Consumers today…

As you are aware (and probably bored of reading about), customer experience is now a key point of differentiation. With new products and services entering the market faster than ever, brand loyalty is decreasing, and the increased competition continues to shift power from the brands to the consumers. Consumers today…

Interview Series by Rawnet. As part of Rawnet’s Service Design series, we interviewed Loic to gain some insight into how HMRC is adapting to enable service design. The aim of the series is to share knowledge and insight of how organisations can adapt to the changes necessary to enable service…

Interview Series by Rawnet. As part of our “Practicality of Service Design in Established Organisations” series, we interviewed Tom to gain some insight into how the UK’s leading children’s charity has adapted to enable service design. The aim of the series is to share knowledge and insight of how organisations…

Interview Series by Rawnet. As part of Rawnet’s “Practicality of Service Design in Established Organisations” series, I interviewed Clive to gain some insight into how one of the world’s leading financial institutions is adapting to this new way of working. The aim of the series is to share knowledge and…

I’m filming interviews with forward-thinking service design advocates from the world’s leading organisations, from financial institutions to charities to telcos. Featured in the series: 6 in-depth interviews exploring how large organisations are practising service design Original opinion and insight from industry leading service design professionals Actionable advice from the professionals…

Actually, let me rewrite that title… Redefining by design Clayton Christensen (@claychristensen) popularised the term “disruptive innovation” in his iconic book, “The Innovator’s Dilemma,” published in 1997. …