Not All Customer Experiences Are True Experiences

As the old adage goes, “All ponies are horses, but not all horses are ponies.” This is the same for ‘Customer Experiences.’ Not all customer experiences are truly an experience that creates economic value. Making the distinction between an Experience and a customer experience can be confusing if you assume both are the same. Let …

When Is Innovation

What I have learned from observations. Over the years I have graphic-recorded and facilitated many meetings and strategic ideation session where the topic of innovation arises. Recently, possibly due to the popularity of the idea, innovation constantly emerges as an answer to a problem. 'In order for us to achieve (X Y Z) we must innovate, be …