Mapping the customer journey is the top driver for digital transformation

November 22, 2016Posted inAdvancing innovation, Building Innovation Capability, Integrated Innovation Thinking, Tackling innovation

mapping-the-customer-journeyOrganizations are struggling to understand the behaviors of the ‘connected’ customer. Partly it seems executives don’t engage with their brand or business in the way that their customers do. There is often a difference in understanding the value creating points between them

The lack of having a well mapped out customer journey means missing out on opportunities caused by not knowing this complete set of connections being made into you. By not knowing all these connecting points and drawing them together in a cohesive plan, there is a significant chance you are simply restricting the developing of innovation solutions that map back to all the decision-making that is going on in the customers’ minds.

This failure to optimize and seize upon all the possible options to connect with your customers is restricting your ability to broaden out your innovation solutions, making the journey more value creating, it certainly can be really holding your business back.

As you explore the digital transformation path this can become your best opportunity to connect along the total customer experience and see a greater return on this understanding and investment.

Building an innovation framework that has real capabilities as its formula as its heart.

May 27, 2014Posted inAchieving innovation engagement, Advancing innovation, amplifying the innovation signal, Building Innovation Capability, Foster Performance, gaining innovation momentum, innovation execution delivery, Leading innovation, Shifting dynamics in innovation, Tackling innovation

SCA FormulaI’ve strongly believed when you begin to think through a framework for innovation, see my last article as an example, you also should equally need to recognize the capability framework that you will need to build into this.

Working through these as essential combinations can become the real enabler.

Here is my solution that I think is worth working through, to firstly absorb and then consider for applying to your own innovation building activity. Try it!

I have worked on a formula SCA = II + OC + EE + MLC + RNE for this. I have never published the make-up of this in the public domain before, although I had briefly outlined it in a past post here.

In that post I outlined my thinking and I do not think it needs repeating, does it? So onward…….