The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom cover image

Solving the Innovator's Dilemma: How successful companies are embracing innovation units

The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

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Introduction

Today's episode is all about innovation. Or more specifically, innovation units. Disruptive innovation was a theory put forward by Clayton Christensen. He theorized that large established companies can become too focused on building better products and services for their most profitable customers. When this happens, an opportunity for disruptive innovation presents itself. So how could an established company safeguard against this kind of disruption?

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