Liquid expectations (where everything competes with everything, and people’s expectations transcend expected boundaries) are fundamentally changing the underpinnings of business as we know it. It used to be sufficient to outsource design and innovation, but today integrating service design and innovation into the organization is increasingly becoming the only way to respond.

How do you cultivate a great service design organization under these new conditions, in unfamiliar settings, and with silos that want to reject new ways of working? This talk will cover how to attract change agents, grow everyone’s skills, cultivate the culture of your dreams, and share stories that will keep the new ‘hive’ growing and innovating.