Deep understanding of customers’ pain points and problems, and the reasons behind, in given circumstances are roots for differentiation. Uncovering the customers job-to-be-done, creating customers desired experiences and aligning and implementing...
CSI News and Blogs
In the age of the sharing economy, consumers are increasingly being offered access instead of ownership. When consumers feel guilty about owning, access-based services might bring relief.
18th January the Norwegian School of Economics and CSI, will announce the 2017 findings for The Norwegian Innovation Index.
CSI-researchers are guest-editor for a new special JBR-issue on adoption. The goal is to highlight the latest on adoption research.
Customer Inconvenience and Price Compensation. A Multiperiod Approach to Labor-Automation Trade-Offs in Services
The paper “Customer Inconvenience and Price Compensation. A Multiperiod Approach to Labor-Automation Trade-Offs in Services” has been published in Journal of Service Research
To succeed with co-creation, brands have to work along four building blocks: Dialogue, access. risk assessment and transparency. Although all four are important, we here want to emphasize the specific importance of transparency.
Increased customer satisfaction and enhanced customer experience isn’t necessarily a driver for increased customer lifetime value, and doesn’t always lead to better profitability
Online grocery shopping is an increasing trend. In 2017, 11.6% of Norwegians bought their groceries online, which is twice as much as in 2016, and even more people are thinking about doing so.
Dyreparken, inFuture and Forskningsrådet (The Research Council of Norway) cooperate on utilizing location data to create better customer experiences and support strategic decision making. That’s how you win awards.
Time is one of few resources which you cannot save for later use. Sometimes time passes by slowly. Sometimes fast. Sometimes we have too much time available. Sometimes we have too little. The fact is that time impacts every aspect of our lives – also t...
CSI-researcher, Seidali Kurtmollaiev, has just published an article with a radically new and slightly provocative view on the central concept of modern strategic management - dynamic capabilities.
On 28 August CSI partner Livework held a seminar on Linda Hollebeeks current work on Customer Engagement Innovation and Design
From 22-25 August, the Center for Service Innovation (CSI) is having its annual meeting, held in Krakow, Poland this year.
There is a need for companies to become more sustainable by taking part in the circular economy. We look at how retailers in Norway can “close the loop”, so that not more waste is created. For that, we propose some innovate business model ideas.
Read new CSI Blog by Tor W. Andreassen, Harald Krogh, Per E. Pedersen and Camilla AC Tepfers. In Norwegian.
When thinking of disruption, an old saying comes to mind: You can run but you cannot hide! Today, no industry is protected from being disrupted... Read new CSI Blog by Tor W. Andreassen
Read the new CSI blog by Tor W. Andreassen, Director at Center for Service Innovation.
Read new CSI blog by Bart Larivièrea, David Bowenb, Tor W. Andreassen, Werner Kunzd, Nancy J. Sirianni, Chris Voss, Nancy V. Wünderlich and Arne De Keyser.
Our latest book from CSI-researchers´ pen: "Innovating for trust" (Edward Elgard, 2017 - released 28 July) summarizes our unique experience and approach to service innovation.
Nation equity still plays a central role in product evaluations even in today’s international environment. But studies show that Norway lacks clear associations of its production and service competences as perceived by its major international partners,...
Read new CSI Blog by Magne Angelshaug and Tina Saebi.
QUIS is held every second year and attracts around 200-250 leading researchers and executives from all over the world.
Read new CSI blog by Tor W. Andreassen, Line Lervik-Olsen and Seidali Kurtmollaiev.
CSI Advisory Board member Dr. Roland T. Rust was, together with four other outstanding researchers , officially appointed Honorary doctor at NHH 9 June 2017, when NHH celebrated the 100-year anniversary of the Norwegian Parliament’s decision to establi...
Every manager and every researcher needs to understand the rapidly changing needs of customers. Understanding what works, what doesn’t, and most importantly, what’s next is the only way to ensure success.
The winner of NHH’s Research Dissemination Award 2017 is professor Tor Wallin Andreassen.
Customer journey mapping have been taken up as a way of work in Telenor, to support the company in being customer-centric. Read new CSI blog by Ragnhild Halvorsud, Knut Kvale and Asbjørn Følstad
Companies investing in research are doing better in times of crisis. They simply sell a lot more. Read the article in Norwegian...
Read new CSI blog by Birgit A.A. Solem and Linda Hollebeek.
Strategic design could be viewed as the nexus of where Strategy and Design is today and possibly as the very edge of service innovation. Read new CSI blog by Daniel Grönquist and Alvaro Marquez from the EVRY Strategic Design Lab in collaboration with...
And how can design thinking impact return on investments? Watch the "Pracademy Interview" with Tor W. Andreassen.
While the notion of customer engagement (CE) has captured the interest of managers for many years, academic research within this topic area has emerged only relatively recently. Read new CSI blog by Linda Hollebeek.
CSI Advisory Board member Roland T. Rust is one of five professors who are appointed new honorary doctors at NHH. Read more...
Read new blog by Siv Skard, Sigrid Klemsdal, Pauline Sundt and Helge Thorbjørnsen.
The complexity of Customer Lifetime Value (CLV) -calculation limits practical implementation. Can we use machine learning to overcome this challenge? Read new blog by Stian Daazenko.
Watch the lecture "Sustainable business models: Innovation for green business opportunities" with Lars Jacob Tynes Pedersen and Sveinung Jørgesen. Summit "Næring for Klima", 27 Mai 2015, Oslo.
Video is in Norwegian.
We stand in the 4th Industrial Revolution! New technology, robots and digitization are changing the way we work... See Vibeke Hammer Madsen’s blog (in Norwegian).
Read and download CSI Annual Report 2016. The report gives you a glimpse of some of the great things we did in 2016.
On Thursday, March 16th, a very interesting seminar took place at SINTEF, Oslo on Virtual Reality (VR) and Augmented Reality (AR) in services.
Overall, these discussions generated a wealth of research, partnering and collaboration opportunities within the areas of VR, AR and service design that are key priority areas on CSI’s strategic research agenda.
During a recent informal internal event, Rune Bjerke, the CEO of the biggest bank in Norway (DNB), emphasized that the most important barrier to become more innovative, is organizational culture.
The Rise of the Sharing Economy and its Influence on the Fashion Industry.
Innovation rankings of countries or industries are important as they steer politicians’ priorities and actions. The current media image of Norway is one of an innovation laggard. This hurts. But do the existing rankings actually mirror the reality?
While artificial intelligence and automation acclaimed at the beginning of 2017, I'm not sure if this is a good or bad. This blog is written in Norwegian.
How do we manage the high uncertainties coming along with digitalization? Design thinking is one possible answer – if its key principles are rooted in the corporate culture.
This autumn, our edited volume "New business models in retail - Innovating for a digital and sustainable future", will be published by University Press (in Norwegian).
2017 could be the year that Artificial Intelligence, the Internet of Things and chatbots go truly mainstream. Telenor Group’s Research arm today publishes the key global Tech Trends identified for the coming year.
Design thinking is not a new term, and originally appeared in the 1950’s. However its recent popularity can be traced to Tim Brown from IDEO, and an article in Harvard Business Review in 2008.
We are facing a sustainability problem of massive proportions. There is widespread agreement that the business models of the future need to be transformed considerably to mitigate and adapt to climate change, manage resource scarcity and address system...