How to Innovate in Customer Experience

A couple of years ago, Gartner predicted that by 2019, more than 50% of organizations will redirect their investments to customer experience (CX) innovation.  But even if you prioritize CX innovation, you might not know how to actually do it.

You might try to innovate in CX by developing new digital capabilities or testing new technologies.  But, while CX innovation may indeed involve those activities, CX innovation involves a distinct, deliberate, disciplined approach with the customer at the center.

In my new Forbes article, I lay out three approaches to CX innovation:

  1. Start a CX innovation lab.
  2. Offer company-wide CX training.
  3. Enroll everyone in solving CX problems.

I provide examples of each from companies such as Neiman Marcus, Bose Corporation, and Hootsuite.  Please take a read and let me know what CX innovation efforts you’re working on.


Extraordinary Experiences e-book
HBR article: 7 Steps to Better Customer Experience
Forbes article: The Secret to Superior Customer Experience

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