White Papers

Customer Innovations: Customer Experience: Beyond Better Sameness

We're more than ten years into the "Experience Economy" and, over that time, there's been an explosion of focus on creating and improving customer experiences. Even in the midst of our recently challenging economic environment, it's hard to find a company that isn't either actively involved in or planning some form of experience-related investments. Now, as the economy strengthens, we're observing an increasing level of interest in getting closer to customers.

Attribution: Frank Capek - Customer Innovations

Customer Innovations: Unwritten Rules of Business Performance

Even as executives increasingly face up to the realization that they cannot accurately predict or control what is going on in the body of their organizations - their performance is being assessed against a rapidly accelerating pace of market innovation, ever-more-demanding standards, including ethical ideals, social contributions, and government regulations.

Attribution: Frank Capek - Customer Innovations

Customer Innovations: The Collaborative Innovation Lab

Engaging Customers in Successful Product and Service Innovation. Companies must transform the way they innovate if they want to create breakthrough products and services while overcoming common challenges that lead to failure.

Attribution: Frank Capek - Customer Innovations