CX by Design

Our latest thinking on how you can create meaningful customer connections.
  • Lis Hubert

Getting Your Company on the Path to Systemic Innovation
Getting Your Company on the Path to Systemic Innovation 3064 2043 Lis Hubert

You may have heard us mention the term systemic innovation a time or two. We define systemic innovation as: A non-siloed, iterative innovation process practiced by ALL people within the…

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  • Diana Sonis

User Centricity Through Systemic Innovation
User Centricity Through Systemic Innovation 1001 668 Diana Sonis

I just finished reading Bad Blood by John Carreyrou. It’s a fascinating account of the rise & fall of Theranos, the “innovative” blood testing company that mistook innovation for a…

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  • Diana Sonis

The Path to Innovation
The Path to Innovation 5472 3648 Diana Sonis

“I don’t want innovation,” said no business… ever. Everyone wants it because innovation means growth, market share, sustainable profit, more valuable brand equity; in other words, life. It’s the botox…

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  • Diana Sonis

Design Thinking ≠ Innovation
Design Thinking ≠ Innovation 1001 668 Diana Sonis

Design thinking does not guarantee innovation. It’s a process structured to get you thinking in a different way; to get your siloed teams to think differently together; to focus on…

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  • Diana Sonis

Invention ≠ Innovation
Invention ≠ Innovation 4288 2848 Diana Sonis

We use a lot of words interchangeably in conversations. If we use something long enough to stand-in for something else, and if the difference is subtle enough, eventually people will…

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  • Lis Hubert

One Failure at a Time
One Failure at a Time 3000 2000 Lis Hubert

Have you ever really, truly failed at something? What I mean to ask is, have you ever tried something hoping to get a result that you never even came close…

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  • Lis Hubert

What If You Pushed Doubt Aside?
What If You Pushed Doubt Aside? 5322 3553 Lis Hubert

The ethos “There is no such thing as failure” is not new, but when was the last time you, or your team, actually practiced it? Sure, embracing it too tightly…

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  • Lis Hubert

Don’t Forget to Fail
Don’t Forget to Fail 4823 3648 Lis Hubert

Many a business person has been inspired by the story of Spanx founder, Sara Blakely [1]. After-all, she IS a self-made billionaire whose passion and perseverance have chiseled out one of…

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