Innovation hubs — the buzzword of buzzwords. Every organisation wants one, all the big names have one. The promise sounds great — a space that fosters innovation. But do they deliver? And what differentiates successful from underperforming innovation hubs? I helped organisations in New Zealand and Europe build, manage, and…

A framework for service design Unlike products, services are delivered over time through a series of interactions between a customer and a service provider, which we call touchpoints. Service companies are typically structured around channels e.g. digital, direct, phone etc. As a result of this the budget is also assigned…