
Innovating Superior Customer Experience


beat the competition, outperform the market, and exceed the norm, you have to create remarkable experiences for your customers, for your partners, for your employees. And if the Experience Architect can help you do that, then word will soon get out that there’s something special about your team.
Jonathan Littman • The Ten Faces of Innovation: IDEO's Strategies for Beating the Devil's Advocate and Driving Creativity Throughout Your Organization

Competing Against Luck: The Story of Innovation and Customer Choice
Karen Dillon • 11 highlights
amazon.com

Creating the right experiences and then integrating around them to solve a job, is critical for competitive advantage. That’s because while it may be easy for competitors to copy products, it’s difficult for them to copy experiences that are well integrated into your company’s processes.