Success of knowledge business and organizations depends on the fulfillment of customer needs and expectations which are embodied in the services designed and delivered. The intangible part of the service cycle increasingly presides over the tangible part. Traditional process thinking based on Taylorism no longer applies in this new paradigm; instead those who can gravitate the importance of this change will succeed. What are these intangibles and, unlike a physical product, how can they be prototyped and experienced? What new knowledge is needed to produce them? Apart from the keynote addresses, there will also round table discussions involving corporate practitioners as well as representatives from this year's Most Admired Knowledge Enterprise (MAKE) winners sharing their cases on how to improve their service operations, and how knowledge management is permeated in the service web.
Video: Interview with David Gurteen at the ING Business Academy
This is a short video interview with David Gurteen by Mireille Jansma of the ING Business Academy in Amsterdam in November 2011 where she asks him what he thinks of their "Challenging Minds" programme having just experienced one of the sessions
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