Harvard Business Review

SEPTEMBER 10, 2012

We are often asked whether the best way to structure for innovation is top-down or bottom-up. Bottom-up approaches work well for incremental (keeps you in the game) innovations. Breakthrough (changes the game) innovations, contrary to popular belief, need a top-down approach. They must also be willing to see value in absurdity.

Process 15

Process Innovation Stage-Gate Net Present Value 15

Harvard Business Review

DECEMBER 28, 2016

Most CX programs are broken in similar ways: They are not designed with change or innovation in mind. Mistake #1: Forgoing change and innovation. If a score improves, that number is heralded and CX teams use it as evidence of innovation and improvement by the team. Often, these results are accepted at face value.

Attrition 10

Attrition Metrics Net Present Value KPI 10

Strategy Driven

SEPTEMBER 9, 2011

Many people do not typically think of metrics and accounting as roadblocks to innovation, yet you call these out as potential problem areas. Many conventional metrics we use to estimate value are based on faulty assumptions. Net present value [NPV] is a case in point. Consider leaving a comment!

Innovation 50

Innovation NPV Business Model Constraint 50