These are the slides that accompany the videos of Jeff’s and Hunter’s presentations from T-Summit 2014, illustrating the gap between industry and higher education, the way the Service Thinking framework fits into the “T” of combined breadth and depth, and the role of educators in enabling others to discover innovative opportunities.

This paper presents a new practice-based design framework to apply in the design of service innovations. New concepts in business architecture and business modeling, resulting from technological, social and economic change, are integrated with Service Science concepts, tools, and methods, enabling the creation of breakthrough advantages for the enterprise.

This article profiles the Cisco Customer Interaction Network and the transformation of its global operations from call centers to customer-relationship builders. PDF available by subscription from Wiley.