Customer Experience Innovation Can Look Like a Rocky Road Without Integration

A quick peek at business model disruption

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The road less traveled

Many speculate how it could be that a company like Amazon can place so many big bets and hit the jackpot so often. Some focus their attention on Amazon’s little bets and suggest they are no better at innovation than other companies, and are just getting lucky occasionally. Is that really the case? Can no one see a larger pattern here?

People and businesses have both had to cobble together solutions to get jobs done. In my last post, I highlighted how music enthusiasts in the 70s were cobbling together component stereo systems in order to get the best listening …