How do you know you’re getting value from your investments in innovation? Our guest Michael Schrage got that same urgent question from his students and clients: In response, he’s become laser focused on measurement, and his thinking has deep applicability to CX.
Michael is a researcher at MIT’s Media Lab and a Visiting Fellow in the Imperial College Department of Innovation and Entrepreneurship. He has served as an advisor on innovation issues and investments to major firms, including Google, Intel, IBM, Procter & Gamble, and many more. He’s also advised on cyberconflict and cybersecurity issues. He has presented workshops on design experimentation and innovation risk, and has published widely.
After the conversation recording, Michael said that he retracted his use of the word “idiot” in favor of another i-word, “inertia.” Companies get comfortable or stuck with the way things are, he said, and they fail to evolve. But companies that have evolved have one thing in common: They treat their data as an asset.
During this provocative conversation, Michael raised a number of issues that deserve careful consideration. For example:
About Michael Schrage: https://ide.mit.edu/people/michael-schrage/
“Leading with Next-Generation Performance Indicators,” with co-author David Kiron in the MIT Sloan Management Review: https://sloanreview.mit.edu/projects/leading-with-next-generation-key-performance-indicators/
Find out how predictive CX analytics can help your business: https://ocxcognition.com/
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Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3