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Innovation and Jobs-to-be-Done discussed in Rita Gunther McGrath's latest newsletter

My latest newsletter offers observations and ideas that were discussed at two CEO Summits sponsored by Innosight and featuring keynotes by Clayton Christensen and myself. 37 more words

Service Management

Inside Intercom: Understanding your users' mental model

If you want to understand how someone thinks your product works, give them a pencil and ask them to draw you a diagram.A simple sketch can transport you inside someone else’s head better than any other product research technique.Sketching is awesome at helping us construct new ideas and communicate them to others. 35 more words

Service Management

The #1 Barrier To Effective Digital Transformation | Forrester Blogs

Earlier this week I was moderating a panel on digital transformation at a Software AG event in New York. In opening the event, Kevin Niblock, Software AG’s North America President and COO, described digital business as “a cultural phenomenon”.  32 more words

Service Management