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innovation service design design design thinking branding brand driven innovation zilver innovation brand management driven customer journey mapping customer experience strategic design management dmi strategy customer journey service innovation user experience design customer service user experience service design network university zilver delft product user centered design erik roscam abbing business design service dominant logic abbing roscam user brand innovation co-creation human hu centred touch points erik branding and design in bb companies strategy manag dmn research sustainability sustainable design management network human centred principles intersection conference business architecture intersection organizational culture innovation strategy brand management conferences enterprise architecture business model innovation jobs to be done outcome drive design ux business customer cx change management customer centricity book launch diensten innovatie desiogn thinking desig nthinking context mapping stake holder mapping customer relationship management coniche crm stake holder stake stakeholder metrics insights the web and beyond human centered design enterprise design