Dwayne Edwards is a Product Manager at Volvo Cars of North America where he develops products that support Volvo’s subscription model and the customer experience. He holds a Master of Business Administration from Yale School of Management and is passionate about building new products and business models that create value and reach customers in new and exciting ways.
Robin Beers, Ph.D., is a senior vice president with Digital Solutions for Business (DS4B) and leads Customer Insights and Experience Design for Wells Fargo. Dr. Beers is responsible for bringing diverse customer listening practices, design capabilities, and experience strategy expertise together to drive user experiences that increase business value. She holds a doctorate in organizational psychology and views customer-centered practices as catalysts for keeping corporations in step with the market.
If there’s one way to explain human behavior, look at mice. In the book ‘Who Moved My Cheese?’, Spencer Johnson describes the world of mice who vie for a block of cheese. Each day they go to the same spot to find their food. That is until one day the ‘hand of God’ moves the cheese and the mice panic. Facing starvation, they go day after day to the original spot looking for the cheese rather than searching for it elsewhere. The moral of the story: change is hard to implement because we’re creatures of habit.
Design thinking is a problem-solving framework that has been steadily gaining popularity in the last decade as organizations strive to become more human centric. The hallmarks of design thinking–empathizing, defining, ideating, prototyping and testing—influence major companies like PepsiCo, Charles Schwab, and Walgreens to solve problems for a better customer experience.
For many manufacturing industries, the Internet of Things is already here, and the race has already started. The following are Stonehill’s analysis and findings, based on what we have seen, on how to win this new arm’s race.
Design Thinking is a central tenant of our philosophy at Stonehill, and we love to share the benefits of this mindset. We use workshops and organizational consultations to help bring Design Thinking principles to a wide range of industries.
Many medical practices look at improving their billing processes, but outsourcing to billing and collection agencies can cost $76,000 per year! Fortunately, new technologies like RPA can help medical practices automate billing processes at one-third of the cost of external vendors.
At Stonehill we have the privilege of working across industries to help innovate and implement process improvement strategies. We are seeing increasing trends toward business to business partnerships in standardizing pricing structures and ensuring quality services.
Like all doctors, mine has a reception desk and waiting room. The other day, while I was waiting to see her, I began to process how Design Thinking could improve a visit to the doctor’s office. We've become an experience-centric society, and what could be more human-focused than a visit to the doctor?
Healthcare is complicated. Healthcare is big. Healthcare is dynamic. How is a local integrated network of doctors supposed to survive and thrive when some healthcare firms have their own gravitational pull? Big data. Advanced analytics. That’s how!
RPA is becoming a popular term. It’s entering our business consciousness, showing up in speeches, articles, blogs, and online searches. As RPA enters our business lexicon, business leaders should know what RPA is and what it’s good for.
Over the last few weeks we have been asked to facilitate multiple sessions for corporate innovation. Our clients end the session filled with excitement about Design Thinking and ask us for a few tools that they can use once we leave.
One of the most interesting books written in the last few years is Team of Teams by General Stanley McChrystal. The book explores organizational dynamics in the military and how they can best be applied to corporations.
In recent years, a trend has emerged where Chief Marketing Officers (CMO’s) become (or are replaced by) Chief Growth Officers (CGO’s). The trend has gotten increased attention in 2017 because large companies (like Coca Cola, Colgate-Palmolive, and others) are jumping on that bandwagon.
In our practice we often get asked what is the secret to a good PR campaign. In all reality you need a good strategy, you need a plan, and you need a good team to execute on all the individual tactics. With that being said there are a few items that Stonehill works to make sure is included within every strategy that we create and implement.....
Over the past few month we have worked with numerous business to help them establish new services and design innovative customer experiences. Many of our engagements leverage the Design Thinking methodology as the basis for our interactions...
Big Data has been the talk of the century. Firms are constantly searching for new strategies to collect and analyze big data to predict the consumers behavior, leveraging business segments, and improving the overall business.
Over the last 20 years my career has been rooted in professional services. As anyone knows, professional services is all about time. The only inventory you have is the time of the people that you have on your team.......
When launching a new product or starting a new company it is very important to be able to explain what you do and the benefits of your services in a one-minute elevator speech. I have found that although this is much needed.....
As our firm consults with clients we continually hear growth plans that center on hiring more sales people while expecting immediate results. When asked about marketing strategy, sales process, or leading indicators we get a variety of responses.....
No matter the size of your company, you must always be looking for new talent - even if you don't have available positions. Multiple times throughout my career I felt like we had a solid team and no one was looking to leave......