Category Archives: Customer experience

Innovating for a Worse Customer Experience (Insights from United Airlines)

This week’s debacle at United Airlines highlighted a darker side of Innovation. While this was an extreme example of terrible customer service, I think it is merely the tip of the commercial innovation ‘iceberg’ that has been pervasive in the airline industry for many years.

The Future of Insurance: 15 predictions for 2017

  Editor’s note: This is an excerpt from Matthew Griffin’s upcoming paper The Future of Insurance 2020 & Beyond. It is clear from the developments and progress made in 2016 though that the industry’s appetite, pace, and propensity for change, albeit partially fuelled by an increasingly competitive and dynamic marketplace, is accelerating. It’s unlikely that ...

Key Innovation Issues for the Time Ahead – Part 2

In addition to the still highly topical issues, outlined in part 1, I’d like to raise another four points which I personally foresee key for innovation management in the time to come – making no claim to completeness: Organizational Ambidexterity As you can see from previous posts, I’ve been passionately advocating the importance of organizational ambidexterity for a couple of years ...

Key Innovation Issues for the Near Future – Part 1

Innovation Portfolio Over TimeThe challenge for companies will be to find their positions in upcoming platform ecosystems. Not every company has the capability and influence to act as an orchestrating platform builder. But even participating in other firms’ ecosystems can be highly attractive. Continue reading

Service Redesign – Lost T-Mobile Smartphone

Service Redesign - Lost T-Mobile SmartphoneGiven the health risks of carrying a smartphone (or any kind of mobile device) too close to the body for extended periods, I try to always remove electronic devices from my pockets whenever I can. For ten years this has never caused a problem until Saturday. This marked the first time in more than a decade that I walked off and forgot my smartphone. Now I’ve had the joy of... Continue reading

Self-Service Innovation – The Good, the Bad, and the Ugly

Self-Service Innovation – The Good, the Bad, and the UglyAs more companies move toward self-service, it is relevant to ask how customer participation impacts satisfaction and service quality. Research is reviews that makes it clear that firms should take care to find the optimal level of customer participation for their service, and that this optimal level depends on customer readiness to serve themselves. Continue reading