The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate? As the late management guru Peter Drucker asked, “You hire accountants for accounting and marketers for marketing and lawyers for your legal department but where do you find your innovators?” The clear answer: your employees. Innovation’s a cool word but at its heart is change, so you have to be intentional about encouraging and enabling change. Your goal is universal participation in product and service innovation. Anyone can have the next great idea.
In this video from my LinkedIn Learning course “Customer Experience Leadership,” I explore five keys to increasing innovation in any organization.