The trend towards services is increasing in virtually all countries. We all live in a service economy and a digital economy that are driving entirely new platforms for the delivery of new services, and disrupting more traditional forms.

The next wave of innovation is arriving. Cognitive computing (often referred to as robotics process automation), the application of artificial intelligence in machines that can learn and emote, and will augment human capabilities in ways we have not yet imagined, will soon be commonplace.

This live/synchronous face-to-face & online course focuses on how organizations can transition to be more service  and design centric rather than product or IT centric. Participants will learn how to help their organization define, select, and adopt new service offerings through a strategic framework that will enable them to discover innovative opportunities.

The course objectives include:

• understand and apply Service & Design Thinking concepts and language
  

• understand the role of the co-creating the customer experience in Service Thinking
  

• understand techniques for service improvement
  

• be able to take your organizations problems/opportunities and develop new ideas and solutions that you can apply
  

• recognize the importance of integrating the emerging technologies supporting these initiatives

• mitigating unconscious biases in IT decision making 
  

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Service Thinking is the set of principles, methods, and tools for the application of science, management, and engineering principles to services - tasks that the organization performs for others. Service Thinking guides the transition of the organization that occurs when the business focus is on the customer’s experience.

Design thinking is a process for creative problem solving.  Rather than a one-size-fits-all mindset, it encourages a holistic view where uncertainty and ambiguity are welcomed and embraced as to consider all sides of a problem. A design mindset can be applied to any life situation, and it aids in considering the bigger picture and informatively acting accordingly. Design Thinking and Innovation will teach you how to leverage fundamental design thinking principles and innovative problem-solving tools to address business challenges and build products, strategies, teams, and environments for optimal use and performance.

Service & Design Thinking addresses questions such as how to:

• develop and improve co-creation with customers and become “an intelligent listener”
  

• recognize design gaps in the service systems of the industry that can provide innovative opportunities
  

• leverage the core competencies of the organization for services transformation

• approach problems using structured methods of gathering observations, breaking cognitive fixedness, and generating creative ideas for solutions

• apply creative solutions and behavior-change analysis to innovation development and internal team processes

• practice empathy in applying a human-centered approach to design techniques, such as user research, user experience, prototyping, and journey mapping

• assess group dynamics and improve team performance through tools and processes designed to enhance collaboration and iteration in development

• guide teams to draw from a wide range of professional experiences and backgrounds and create stronger collaboration dynamics to heighten their approach to innovation 
  

• build a service offering that integrates specialists who can improve the end-to-end customer experience for efficient excellence
  

• use application platform integration to create a Global Mobile and Social System that can exponentially grow the business at     reduced costs
  

• balance scarce resources for running, transforming and innovating your business as a standard operational procedure for   continuous improvement
  

• develop metrics that can validate the customer and employee experience to better gauge the effectiveness of the initiatives than simple transactional measures
  

• improve your career prospects through developing competence in Service Thinking

• mitigating common biases that impede effective decision-making  

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Candidates should also consider courses from the following GIIM Certificates:

• Deploying Data Technologies

• Managing Data as an Asset

• Business Process Management

• Social/Mobile Computing