Bob Moesta, President At The Re-Wired Group
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
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The Innovator's Dilemma
A large company can't react and find a new job to be done, given all the assets they have. What ends up happening is the company tries to end up discouraging the newcomer. So what happens is they end up co-opting every idea,. They're still trying to reap the scales of the old business. That's the first one.
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