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Build Lasting Customer Obsession to Disrupt yourself, Bianca Bowron-Cuthill, Intuit


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Learn how Intuit continues to reinvent itself while maintaining a customer-obsessed culture and how Intuit applies lean principles across every aspect of their business and the role this plays in innovation across the organization.
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Build Lasting Customer Obsession to Disrupt yourself, Bianca Bowron-Cuthill, Intuit

  1. 1. Bianca Bowron-Cuthill – Head of Customer Success, Intuit Australia Build Lasting Customer Obsession to Disrupt Yourself
  2. 2. 2 We will cover how: 1. Intuit, a global financial platform with a history of re-invention continues to reinvent itself while maintaining a customer obsessed culture across the entire organization & how they continue to humanize the experience they deliver for their customers 2. Intuit applies lean principles across every aspect of their business and the role this has plays in innovation across the organization 3. To implement an organization wide customer driven innovation program In this Session
  3. 3. Customer obsession
  4. 4. WHY ISN’T INTUIT DEAD? Geoff Colvin JULY 19, 2016 “…the reason is easy to state, hard to emulate…” “…the company has continually disrupted itself…”
  5. 5. 5 Reinvention keeps Intuit in the game
  6. 6. Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff. — Scott Cook / Founder
  7. 7. Design for Delight
  8. 8. 8 Customer Driven Innovation (CDI) – How we choose problems Design 4 Delight (D4D) – How we solve problems
  9. 9. 9 …An important, unsolved customer problem …that we, and those we enable, can solve well… …and build durable competitive advantage SUCCESS IS HERE Best Practices for Awesome Customer Experiences CUSTOMER BENEFITS The improvement in the customer’s life in what matters most to customers when choosing this product DEEP CUSTOMER EMPATHY Observe Customers Savor Surprises and Understand Why RAPID EXPERIMENTS WITH CUSTOMERS Define Leap of Faith Assumptions Be Fast and Frugal / Learn and Decide GO BROAD GO NARROW Get Many Ideas Get Uncomfortably Narrow IDEAL STATE What does “truly awesome” look like for this customer benefit
  10. 10. Follow me homes Spending time with your customers is a critical component in Intuit’s innovation practices.
  11. 11. Scaling your Customer Driven Innovation Program
  12. 12. Teach your team Lead by example and teach your team your innovation practices.
  13. 13. Build a team of experts to coach others
  14. 14. Centralise your resources Create a central resource hub for your team to access your innovation resources
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  18. 18. Delight Studio The Delight Studio only needs a wall, a door or large foam boards - but if you have a dedicated room even better. It could also be around your working area or the walking area of the company. It’s a mobile and flexible space which welcomes your teams and allows them to create and design together. It not only reflects the reality, but also can change alongside strategies and projects developments. Photo: Delight Studio space at the Brazilian office
  19. 19. 19 5 core principles 1. Develop shared customer empathy 2. The present and future are able to be observed at the same time 3. Construct an “exploration-oriented” and “experimental-oriented” way of thinking 4. Tell our customers stories 5. Foster an intensely creative environment focused on learning fast Principles of a Delight Studio Delight Studios act as evolving mosaics that document project exploration and knowledge creation.
  20. 20. Our team are our secret sauce.
  21. 21. 21 Want to learn more BiancaBowronCut
  22. 22. Thank you