Innovation has been an important topic in the market.  In knowledge management, we talk about product and service innovation.  However, how can we achieve innovation in reality?  Are there methodologies to reach innovation?  We have invited 2 renowned speakers and they will introduce to us the following topics:

Topic #1:  Creative Service Design - Creating Innovative and Impactful Service for Sustainable Business Growth

Do you know the difference between customer service and customer experience?  Mastering the concept and business values of customer experience management has become a very important aspect of business.  Good service design can strengthen customer engagement through multi-dimensional human-touch activities, create sense of belongings of customer through pleasantly surprised and personalized services, create impressive customer feeling through effective customer experience extension management, and develop iconic and inspirational customer experience through maximizing peak-end-effect in customer journey.

In this seminar, the speaker will introduce the 5 major elements of customer experience management which are:

• Customer demand
• Customer interaction
• Customer touchpoint
• Customer journey
• Customer emotion

The speaker will also introduce the 5i Customer Emotion Management model to create unbreakable emotional bonding with customers.

Topic #2:  How to Do Things Better - from Quality to Innovation

In quality we want to satisfy customers with faster response time, at a lower cost and deliver value that customers are willing to pay. In Innovation we want to do things in a new way that bring values. Innovation is an alternative to our usual way of quality improvements. It is the means to become a quality leader. This seminar aims at introducing the two main schools of innovation, the “TRIZ - Systematic problem solving” advocated by Russian scientist G. Altshuller’s, and the “Design Thinking - People Centered innovation” developed by David Kelley. The final part is the IQI innovation model developed by the speaker, on how to launch innovation project at work.

Venue:  Lecture Theatre Y301, HK Polytechnic University, Hunghom

Public Transportation Routes:

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These information are prepared for the convenience of participants based on the knowledge at the time of preparation.  Some of these information might be changed without the knowledge of ICM.  Please refer to other sources for verifications if necessary to avoid any undesired situations.

Review

The event was successfully held as expected, and very well received by the audience.