Trends Report

How To Build An Interaction Innovation Lab That Differentiates Your Digital Business

Disruptive Technologies Create Opportunities For Innovation — And I&O Should Play A Key Role

January 17th, 2017
With contributors:
Matthew Guarini , Martin Gill , Bobby Cameron , Laura Koetzle , Christopher Voce , Clare Garberg , Diane Lynch


Infrastructure and operations (I&O) leaders are increasingly tasked with applying technology to business problems to drive innovation, and they have a particular competency that can help: expertise and experience with interaction technologies. The multiplicity of new devices — including mobile devices, interactive digital displays, internet-of-things devices, augmented and virtual reality (VR), automation technologies, and wearables — could play a role in helping your business win, serve, and retain customers. To determine this, your company needs to establish an interaction innovation lab (IIL), a space for designing, experimenting with, piloting, and deploying device-based innovation projects. This report provides you with case studies and 10 best practices for IIL success. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're now updating it with our latest data, insights, and examples.

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