In a new report titled Culture And Process Drive Better Customer Experiences, Forrester Research agrees that companies that build a successful long-term track record with innovation do so because they work constantly at improving their products, processes, and culture. Here’s an excerpt:
“Many companies turn to outside agencies for help designing self-service channels or products — but the more lasting value of the partnership is often the agency’s ability to influence its client’s culture and process. In addition to sharing their design methodologies, agencies can help clients navigate politically dangerous waters, get people in different organizations talking to each other, and break down barriers to conflict resolution. Seek out agencies — like Management Innovation Group — that actively aim to improve corporate culture and process through design projects.”