Innovation

  • Zopa: Peer-to-Peer Lender Celebrates 10 Years

    Spawned a Global Multibillion Industry; Still Going Strong

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    Over 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent.
    Mar. 20, 2015
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  • Co-Designing Health & Care with a Community

    How a Prospective Provider in Boothbay Maine Is Gathering Customer Requirements

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    Boothbay Region Health Care is a start up non-profit chartered to provide primary healthcare for the residents and visitors in their region. They’re in the strategic planning stage of their project. Customer co-design is part of their planning process.
    Jan. 29, 2015
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  • Designing Solutions for Aging in Place

    Part 1: Boothbay’s Awesome Seniors’ Initiative—First Year

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    How do seniors design services that will enable them to thrive in their own homes? They look at what they need. They look at what they have. They experiment.
    Dec. 5, 2014
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  • Educating a Generation of Change-Makers

    Meet Some Graduates of URDT’s Breakthrough Curriculum

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    For over 25 years, Uganda Rural Development and Training (URDT) has evolved and refined an educational curriculum that empowers people to become creators, leaders, and entrepreneurs. These young women are changing our world.
    Nov. 14, 2014
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  • Building an Innovation Culture

    Learnings and Take-Aways from Patty’s Pioneers – Fall 2014 Meeting

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    For over 20 years, Patty Seybold has gathered a group of “Pioneers” with amazing track records in creating new platforms, products, and businesses. Here are practices they have in common that you can adopt to achieve similar success.
    Sep. 25, 2014
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  • Ten Steps that May Save (or Improve) Your Life

    Prepare Now to Engage as a Patient and/or Advocate for Someone You Love

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    Let Patients Help! by Dave deBronkart with Dr. Danny Sands is a valuable patient engagement handbook. This little book should be a key resource for you and your family. You’ll learn about important steps in taking charge of your own health.
    Jul. 10, 2014
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  • Do You See What I See?

    Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw

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    When customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems?
    Jun. 19, 2014
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  • The Customer Revolution Is Coming Back!

    Customers Are on the Cusp of Retaking Control Over the Big Things that Impact Their Lives

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    The next customer revolution is upon us. We will regain control of things that matter most in our lives: our government, our financial well-being, our health, our jobs, our privacy, and our access to the Internet.
    Jun. 12, 2014
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  • Can a Contest Improve the “Production of Health”?

    How Esther Dyson Is Using the Way to Wellville Challenge to Promote Collaborative Innovation

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    The Way to Wellville is a community health innovation contest among five communities in the U.S. The towns will have five years to dramatically improve health outcomes by focusing on the determinants of health, rather than on the treatment of disease.
    May. 9, 2014
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  • Amazon Covers the “Last Mile”

    Can the Etailer Improve on UPS, et al. to Create a Customer-Delighting Delivery Service?

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    Amazon will deliver packages the “Last Mile.” How can they improve on what UPS, FedEx, and the USPS are doing to delight customers?
    May. 1, 2014
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  • Culture Nurtures Innovation at Luck Stone

    How Values-Based Leadership Fosters Innovation in a 90-Year Old Company

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    Luck Stone is a 90-year-old rock quarrying business that has embraced values-based leadership. With a history of innovation when it comes to mining operations, now the family business is focusing on customer-inspired innovation.
    Apr. 25, 2014
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  • 25 Years of Training Young Innovators

    Your Next Hires? FIRST Inspires Young People to Invent and Innovate in Team Co-Opetition

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    FIRST is a nonprofit that offers a proven approach to team-based innovation. Its innovation framework has been refined over 25 years, with kids from 6 to 18, from 80 countries. Why not try it in your organization?
    Apr. 10, 2014
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  • The History of Customer Scenario Design

    Co-Designed and Evolved with Customers

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    Hear the story of how we co-designed our Customer Scenario Mapping methodology with our lead customers.
    Mar. 20, 2014
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  • Priorities for Microsoft’s New CEO

    Focus on Cross-Platform Mobile Application Development & Customer Clouds

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    Open Letter from Patty Seybold to Satya Nadella, Microsoft’s new CEO, about what Microsoft’s strategy should be to save Microsoft’s bacon.
    Feb. 14, 2014
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  • Why Chaos Is Important for Innovation

    How an Organization, Group, or Individual Can Foster Innovation

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    This book, The Chaos Imperative by Ori Brafman and Judah Pollack, is a must read for anyone who wants to maximize his/her brain power. It will help you, and your team, create the conditions for innovation to occur.
    Jan. 17, 2014
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  • Robocalls: Annoying and Illegal

    Avoid This Customer-Unfriendly Practice Except for Appointment Reminders

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    So, how annoying are those automated marketing calls that interrupt you at dinner time? And they aren’t only annoying, they’re illegal. Still robocalling, as it is called, is proliferating. What can you do about it?
    Nov. 14, 2013
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  • Secret to Successful Customer Engagements

    Beware of These Four Things that Will Doom Your Customer-Centric Initiatives

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    If you want to involve customers in co-designing products, services, and/or customer-impacting business processes, you should know about, and avoid, these four common pitfalls.
    Sep. 27, 2013
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  • Customer Co-Design and Customer Scenario Mapping

    A Philosophy for Customer-Centric Organizations and a Method for Instilling It

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    Customer-centric organizations should deliver on their mission by co-designing with customers. And the best method for realizing this goal is to work together to map out your customers’ important scenarios.
    Sep. 12, 2013
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  • Lumosity Harnesses 45 Million Brains

    A Customer Ecosystem Focused on Improving Our Brains’ Performance

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    Lumos Labs’ Lumosity is more than a set of brain-training games. It’s an ecosystem aligned around one customer-centric goal: helping people improve their brains’ performance.
    Sep. 6, 2013
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  • Defining the Customer-Centric Organization

    What Are the Attributes and Behaviors that Define True Customer-Centricity?

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    Is yours a truly customer-centric organization? See how well you stack up to the attributes and behaviors that characterize an organization that holds customers at the core.
    Jul. 25, 2013
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