Service Innovation

Change the way you serve your customers and evolve your business. Learn how to identify service innovations and embed your innovations into your business.

What Is Service Innovation and Why Does It Matter?

• Innovation and value
• What is service innovation?

1. Innovating the Customer

• What is the customer's job to be done?
• Understand the roles of users, buyers, and payers
• Innovate by relieving and enabling customers
• What do customers want?
• Linking attributes, benefits, and values

2. Innovating Value Constellations

• Disrupting industries
• Roles and resources
• Outside your firm

3. Designing Around the Customer's Need

• The CustomerStar framework
• Case study
• Learn from failure
• Complete CustomerStar

Conclusion

• Implement your own service innovations