Harvard Business Review

SEPTEMBER 10, 2012

When forced to present familiar metrics for truly out-of-the-box "beginning" ideas, work teams develop what our friend Jay Paap calls "Imaginary Numbers." They must interact with their work teams frequently throughout all of innovation's phases, from the beginning. They can't wait until everything is "ready."

Process 15

Process Innovation Stage-Gate Net Present Value 15

Harvard Business Review

DECEMBER 28, 2016

Reporting paralysis can occur when teams are so wrapped up in distributing data, ensuring data quality, or writing up insights that they forget the purpose of data. If a score improves, that number is heralded and CX teams use it as evidence of innovation and improvement by the team. True CX leadership comes from: Ownership.

Attrition 10

Attrition Metrics Net Present Value KPI 10

Strategy Driven

SEPTEMBER 9, 2011

Many conventional metrics we use to estimate value are based on faulty assumptions. Net present value [NPV] is a case in point. She is a popular speaker and consults to senior leadership teams. To read Rita’s complete biography, click here.

Innovation 50

Innovation NPV Business Model Constraint 50