Cathy and Xue on Multi-channel Business Models
Cathy Huang & Xue Yin from CBi China Bridge spoke about shifting China from an industrial powerhouse to a service powerhouse. From making goods to providing services that deliver goods.
They recognized key differences between traditional Chinese value systems and western value systems common to service design. Because of this divergence, western service design practices have not been successful in China. Instead, service design requires a different approach to get traction with C-level executives in China. Their tactic was to focus on organizational elements using the metaphor of the relationships of Five Elements: Wood, Fire, Water, Metal, Earth. This led to insights into Strategy, Leadership, Culture, Creativity and Data that were more widely adopted.
In their experience, clients better understood the value through this framing. The SDN Shanghai chapter has been successful in promoting this approach.