Blacklane: Beyond the Ride—Scaling Premium Mobility Globally
In this short breakdown, I explore how Blacklane built a global platform for premium chauffeur services—from asset-light execution to full-service concierge. This case study provides insights into platform thinking, brand control, and customer experience at scale. Plenty of inspiration here for luxury brands rethinking what their customers truly need—before, during, and after the sale.

𝗠𝗼𝗿𝗲 𝘁𝗵𝗮𝗻 𝗮 𝗰𝗮𝗿. 𝗠𝗼𝗿𝗲 𝘁𝗵𝗮𝗻 𝗮 𝗿𝗶𝗱𝗲.

Leverage AI to create smarter ad campaigns, optimize bidding strategies, and deliver the right message to the right audience at the right time.

AI Ad Campaigns: Your Competitive Edge in Digital Marketing

In this episode of Inside Personal Growth, Jim Bramlett—business executive, author, and Vistage Chair—shares insights from his book Stop the Hassle: Simplify, Satisfy, and Succeed. Drawing from decades of entrepreneurial experience, Jim reveals how companies can move beyond competing on price and instead dominate markets by focusing on four critical buyer values: convenience, price, product experience, and trust.

Listeners will learn how to:
-Shift from inward-focused business strategies to true customer obsession.
Apply Amazon, Apple, Netflix, and Uber’s innovation mindset to any business—large or small.
-Use the “Hassle Score” as a smarter alternative to Net Promoter Score to uncover what really drives customer loyalty.
-Build a culture of continuous improvement that eliminates excuses for customers not to buy.
-Harness AI and innovation to simplify processes, enhance customer experience, and stay competitive.

Whether you’re a CEO, entrepreneur, or small business owner, Jim’s “No Hassle” formula provides a roadmap to scaling with confidence, attracting the right customers, and creating sustainable growth

Our Guest, Jim Bramlett:
➥ Book: Stop the Hassle: Simplify, Satisfy, and Succeed
➥ Buy Now: https://amzn.eu/d/dViYOcg
➥https://www.jimbramlett.com/
➥https://strategiestogrow.com/
➡️LinkedIn: https://www.linkedin.com/in/jimbramlett1/

Learn more about your Inside Personal Growth host, Greg Voisen:
➥ https://gregvoisen.com
➡️Instagram:  https://www.instagram.com/insidepersonalgrowth/  
➡️Facebook:   https://www.facebook.com/InsidePersonalGrowth/
➡️LinkedIn:     https://www.linkedin.com/in/gregvoisen/ 
➡️Twitter/ X:  https://twitter.com/lvoisen/

Podcast 1261: Simplify, Innovate, Succeed: Jim Bramlett’s No-Hassle Growth Formula

The second edition of Service Design: From Insight to Implementation, by Lavrans Løvlie, Andy Polaine, and Ben Reason isn’t just a refresh—it’s a reintroduction to a field that’s evolved significantly in the last decade. Whether you’re new to service design or a seasoned practitioner who read the first edition cover to cover, there’s something new to gain here. This second edition continues to serve as a foundational reference for teaching and learning, but now with updated language, contemporary case studies, and clearer frameworks for measuring service impact.

Lavrans and Andy join Lou in today’s episode, and they acknowledge that their original work, while groundbreaking, often painted a slightly utopian picture of design practice. This edition brings a more grounded perspective, reflecting the messy realities of organizational politics, cross-functional collaboration, and measuring the value of design. Tools like service blueprints have been sharpened, not just described—making it easier for designers to move from abstract ideas to tangible outcomes.

And for experienced professionals? You’ll find new material that helps you advocate for service design more effectively within complex organizations, alongside updated thinking on ROI, team structures, and evolving roles in product-led environments. It’s not just a book—it’s a toolkit for navigating what’s next.

Service Design Reconsidered with Lavrans Løvlie and Andy Polaine

Jen Briselli’s journey into service design didn’t start with design at all—it started in a physics classroom. From studying the fundamental workings of the universe to teaching high schoolers how to grasp complex physics concepts, Jen’s interdisciplinary curiosity has always driven her path. That same intellectual agility eventually led her to discover information design, dive headfirst into Carnegie Mellon’s legendary design program, and eventually rise to executive leadership at Mad*Pow. Now co-founder of Topology, Jen continues to explore how systems thinking, complexity science, and human-centered design intersect to build adaptive organizations.

In this episode, Jen and Lou preview her upcoming talk at Advancing Service Design 2025 and unpack why learning—not certainty—should be the North Star of design practice. She shares how service designers can operate more effectively by zooming out to see systems-level patterns and zooming back in to take practical action. From breaking down spatial and temporal complexity to explaining how constraints inhibit organizational learning, Jen reframes service design as an adaptive, constantly evolving practice. Whether you're a seasoned designer or simply service-design curious, this episode will stretch your thinking about what service design is—and what it can become.

Designing for Learning and Complexity with Jen Briselli

frog North America's Head of Service Design, Bethany Brown, joins Lou to explore the intersection of service design, operations, and AI. With roots in industrial design and global experience across firms like EPA and Engine, Bethany brings a unique lens to tackling large-scale organizational friction.

She walks us through a real-world case study from her upcoming talk at the Advancing Service Design conference (November 19-20), where her team used service design principles to help a company identify costly operational breakdowns, before applying AI to streamline processes and improve financial outcomes. Instead of leading with technology, Bethany’s approach centers on deeply understanding human workflows, mapping them visually, and uncovering where systems are failing frontline workers.

Through this lens, “operations” becomes less about rigid systems and more about the connective tissue of a service experience. And service design becomes the glue that aligns people, technology, and strategy. It’s a talk—and a conversation—not to miss.

Plus, Bethany shares the best career advice she ever received, and pays tribute to the educator who helped her realize design is an ever-evolving discipline, not a fixed path.

How Service Design and AI Can Fix the Frontlines with Bethany Brown

What do a Brazilian retail strategist and an Indian industrial designer have in common? A passion for transforming complex systems through service design—and a shared mission to push the profession forward. In this episode, Lou welcomes Gustavo Vieira and Shreya Dhawan, two of the curators behind the upcoming Advancing Service Design conference, for a behind-the-scenes look at how service design is evolving—and how they’re helping shape that evolution.

Gustavo shares how his early work in franchising sparked a fascination with aligning brand strategy, operations, and customer experience, eventually leading him to service design as a more holistic lens. Shreya’s journey began with product design in hospitals, where she realized the real challenge wasn’t just designing a better object—it was improving the entire system around it.

Together, they reflect on the emerging trends in the field, including the move toward systems-level thinking, new contexts like journalism and B2B, and the rich global collaboration shaping this year’s conference. The conversation is full of thoughtful insight, heartfelt reflection, and a few unexpected gifts—from Ken Wilber to Picasso.

Behind the Scenes of Advancing Service Design with Shreya Dhawan & Gustavo Vieira

The experience of the customer is what determines whether a customer stays with your brand. With all the hype of AI and the every changing business landscape, the CMO must become the brand champion and live the customer experience. They must become the voice of the customer. 

The Experience is the Brand – Why the CMO Must Become the Voice of the Customer

Er is geen tekort aan advertenties, gesponsorde berichten of gerichte emails waarmee de meeste consumenten dagelijks worden overspoeld. Digitale merkinteracties zijn een veelgebruikte manier voor bedrijven om hun producten of diensten zo snel en efficiënt mogelijk onder de aandacht van hun doelgroep te brengen.

Maar met zoveel verschillende manieren waarop mensen tegenwoordig aankopen kunnen doen, is het voor bedrijven lastig om precies te weten waar ze hun brandinginspanningen op moeten richten. In zulke gevallen kan het benutten van behavioral data (gedragsgegevens) enorm waardevol zijn.

Door een dieper inzicht te krijgen in de patronen en voorkeuren van je klanten, kun je beter onderbouwde beslissingen nemen over hoe je ze benadert — en hun totale merkervaring verbeteren.

Lees hier het artikel: https://www.invalshoek.nl/blog/behavioral-data/

Lees hier het artikel

Hoe je behavioral data kunt inzetten om je klantrelaties te verbeteren

In this episode of Valtech Café, Denny Pezic (Global Vertical Lead, Mobility) and Norman Palmhof (SVP Growth, Mobility) join us live from MOVE London to explore how the automotive industry can move past legacy silos and deliver truly seamless customer journeys. 

From AI, data and integration challenges to the rise of new mobility players, they unpack why customer experience has become the real driver of transformation. 

The Customer Experience Odyssey

Lou Rosenfeld talks with a LOT of brilliant, interesting changemakers in the UX world and beyond. Subscribe to the Rosenfeld Media podcast for a bird's eye view into what shifts UX faces, and how individuals and teams can respond in ways that drive success.

Inside Personal Growth provides listeners with over 1000 high quality interviews featuring leading authors in the field of personal development. This online podcast program is curated with content from international experts in the art of transformation. It is our mission here to tune listeners into an audio experience that will entertain and educate to help improve every facet of their lives. 

Since 2007, Inside Personal Growth has connected people with the wisdom and resources they need to work through challenges and strengthen their internal compass on the pursuit toward wellness and mastery. Our archive features over 800+ podcasts. Each show offers insight into the minds of writers behind leading book titles. 

Visit the website to browse our archive. We hope you enjoy this important, public resource. 

Are you an author, speaker or publisher in the field of personal growth? Contact us to learn more about how to get interviewed, advertise on our site and become an affiliate member. Find more information on our website: www.insidepersonalgrowth.com

The convergence of technology, design and content. Valtech Café is a hub to share knowledge, explore new industry concepts, to guide and define best practices.
Learn more on www.valtech.com

Valtech Café nous permet de partager des connaissances, d'explorer de nouveaux concepts de l'industrie pour guider et définir les bonnes pratiques.

Invalshoek is een baanbrekend online marketing bureau in Amsterdam. We helpen B2B bedrijven bij het oplossen van complexe problemen en het verslaan van de concurrentie. Dit doen wij door online marketing, online adverteren en CRM campagnes te ontwikkelen en uit te voeren die zorgen voor meer leads van hoge kwaliteit – leads die sneller klant worden.

Bezoek onze website: https://www.invalshoek.nl

Exploring ‘Luxury in Asia’—market trends, consumer behaviour, and industry insights.

I’m Matthias Weiskopf, a luxury retail professional with over a decade of experience in the automotive industry, specialising in Asian markets. With expertise in luxury management, customer-centric strategies, and digital business transformations, I offer a global perspective on how luxury adapts to new consumer expectations and technological shifts.

This channel features audio versions of my posts, sharing insights on luxury trends, market dynamics, and innovations in the Asian luxury sector.

New tracks tagged #Customer Experience