16min chapter

The Innovation Show cover image

Gary Hamel - Leading the Revolution Part 3 Be Your Own Seer

The Innovation Show

CHAPTER

Transforming Customer Experiences Through Innovation

This chapter explores the interconnectedness of systems and how changing landscapes, highlighted by the COVID pandemic, influence customer experiences. It emphasizes the need for businesses to reinvent processes from the customer’s perspective, using technology to drive engaging interactions, and challenges traditional beliefs within organizations. By addressing industry dogmas and focusing on real-time feedback, the chapter advocates for empowering employees to champion innovative solutions and enhance adaptability.

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