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For Customer Experience Professionals

Customer Experience Innovation Demystified

June 27, 2013

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Authors

  • By Kerry Bodine
  • with John Dalton,
  • Amelia Sizemore,
  • Molly Murphy

Why Read This Report

"Innovation" has become a buzzword in the customer experience field. Everyone talks about it, but no one knows quite what it is or how to attain it. In fact, most firms that believe that they're innovating are actually thwarting differentiation and wasting massive amounts of time and money in the process. This report provides a framework that will help customer experience professionals develop a strategic plan to leverage their customer experience ecosystems to deliver new experiences that drive differentiation and long-term value.

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Table of Contents

  • The Customer Experience Innovation Bandwagon Rolls Into Town
  • Customer Experience Innovation: You're Doing It Wrong
  • Customer Experience Innovation Done Right
  • RECOMMENDATIONS

  • Amp Up Idea Generation To Support Innovation Efforts
  • WHAT IT MEANS

  • Lust For Innovation Will Force Organizational Shakeups
  • Supplemental Material
  • Related Research Documents

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