Customer Experience Innovation

It starts with you.

About

We’re on a journey in pursuit of new, extraordinary customer experiences. We take ideas from the first inspiration, away from the pit of comfortable thinking to the land of evidence, modeling, and graduation.

Core Pillars

Catalysts
Coaches
Doers

We light up big-impact ideas by providing innovative ideas and innovation platforms where concepts can ignite and evolve.

We enable team support throughout the process and use our cross-group connections to identify synergies between people and ideas.

We coach innovation techniques and processes. Practice makes perfect—the more you do it, the easier it gets.

We explore provocative ideas by initiating programs, projects, and workshops for thorough ideation and examination.

From inception to execution, we make uncomfortable comfortable.

We facilitate, graduate, or fail fast innovative ideas, all in the name of delivering an exceptional customer experience. Let’s roll up our sleeves and dig in.

Customer Experience Innovation

It starts with you.

Ignite

Customer experience innovation ideas come from everyone and everywhere.
Disrupt the way you think.

Empathize with the customers’ experience. Understand their pain points and define their goals.

Embrace everything within the realm of possibility.

Capture ideas.

As you think of an idea, write it down.

Brilliant ideas and crazy ideas often look the same early on.

Empathize with the customers’ experience.

Understand their pain points and define their goals.

Embrace everything within the realm of possibility.

As you think of an idea, write it down.

Brilliant ideas and crazy ideas often look the same early on.

Capture ideas in the way that works best for you. Jot them down in a notepad, on a napkin, through an app on your phone—wherever you will be able to remember and revisit them later.

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Customers need a place where they can go and learn about using Bing

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Learning hub in key cities

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New features, how to better utilize available tools

Explore

Dig into the possibilities. Can the customer experience be better, and how?
The "what."

Create a problem statement to define the specific pain point being addressed and why there is an opportunity for improvement (examples: inefficiency, friction).

The "why."

Create a hypothesis about why your idea will impact the customer experience.

Create a problem statement.

Define the specific pain point being addressed and why there is an opportunity for improvement (examples: inefficiency, friction).

Ask: can it be better? What do we need to deliver the best customer experience possible?

The more specific your problem statement is, the easier it will be to identify individual variables that can be tested in the planning stage.

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Customers don’t have a safe place to learn and innovate collectively on partner solutions.

Create a hypothesis.

Why will your idea impact the customer experience?

How would enhancing this align with my job and the MSA mission and culture?

Try using “if ___, then ____” as the structure for your hypothesis.

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Hypothesis:

A "customer hub" will create an environment that improves the customer experience. Giving customers a shared environment will allow them to dedicate time to share, learn, and experiment without judgement or fear of failure.

Experiment

Gather data so your idea can stand on its own merit.
Chart your course.

What can you do to test your idea?

Take small bets. Exhaust the minimal effort and budget necessary to get the insight needed.

Test. Learn. Iterate.

Get evidence. Move ideas away from opinions and conjecture.

Measure results.

Reflect. Refine. Repeat.

How will you test your idea?

Validate both the problem statement and the hypothesized solution. Break assumptions down into as many variables as you can think of. Then find a direct and simple path for validating each variable.

List all assumptions associated with the problem statement.

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Customers are willing to travel

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In a neutral learning environment, attention and retention would increase

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Bing has the bandwidth to staff a learning hub

Now list the variables.

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Do customers wish they had more time set aside for learning?

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What gets in the way of finding the information they need?

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What other uses are there for a learning hub?

Take small bets

Exhaust the minimal effort and budget necessary to get the insight needed.

You want to develop a body of evidence simply, quickly, and effectively. Start with the experiments that will demand the least investment for the most impact, doing one at a time and continuing down your list.

At this stage, let it be messy, and move through your list as quickly as you can.

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Prioritized list:

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Survey sent to customers

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Interview account managers

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Host half-day workshop

Get evidence.

Move ideas away from opinions and conjecture.
Measure results.
Reflect. Refine. Repeat.

1. Will this idea add value?
Can we gather quick, simple evidence of any kind to validate our hypothesis? How can we show that this enhances the customer experience?

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"Man on the street" interviews:

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Find people who would directly benefit from your idea, or who work with people who would

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Pitch idea, ask open-ended questions, record feedback

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Focus on interviewees’ needs and values

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Write down specific quotes and memorable stories

Reflect. Refine. Repeat.

2. Could this significantly impact our goals, objective, mission?
Based on your findings, find a metric that measures the impact the idea would have.

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Percentage change in utilization of available resources

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Send email to local account managers highlighting a certain resource, measure change in traffic to resource over following weeks

Increase sample size as well as fidelity and begin collecting data.

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Send email to regional account managers, measure change in traffic to resource over following weeks

Reflect. Refine. Repeat.

3. Have we exhausted the simple solutions to make this improvement?
We’ve identified something that could help us deliver a better customer experience, and have an idea of how to make this enhancement. Is there anything else we want to test and validate before we move on to the prototype?

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Visit customers and give presentations highlighting a select few resources, measure change in traffic to resources over following weeks

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Measure if traffic to resources stays relatively stable or drops off after several weeks

Did any of these simple solutions make a verifiable improvement? If so, you’re ready for step 4. If not…

Reflect. Refine. Repeat.

4. Make a prototype.
It’s time for an actual (low-cost, requiring minimal effort) experience to test. An experiment users find their way through.

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Host half-day workshop for local customers

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Measure any change in traffic to resources over following weeks

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Measure any change in customer satisfaction after several weeks

If it’s not making an impact, were assumptions off? Did the prototype miss the mark? Did we incorrectly apply evidence?

Reflect. Refine. Repeat.

Promote

Share your evidence. Then accelerate forward, or learn and let go.
Graduate.

Pitch to your manager and/or innovation communities for sponsorship, time, and funding.

Fail fast.

See failures as essential to breakthrough customer experiences.

Present your idea.

Pitch to your manager and/or innovation communities for sponsorship, time, and funding.

If the idea is within your team scope, pitch to your manager to ask for support. Then you and your manager can leverage the Customer Experience Innovation team to help facilitate scaling your idea.

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Rent offsite location and host brown-bag learning session for regional customers

If the idea is cross-functional, use shark tank to gain support for your idea, and then to prioritize and scale with funding, time, and leadership support.

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To win budget, create specific offsite meeting place and schedule a series of learning and training events in the future

Either way, be sure to contact the Customer Experience Innovation team. We’re here to help your idea scale, graduate, or fail fast into the next stage.

Embrace failure.

See failures as essential to breakthrough customer experiences.

Don’t get stuck on ideas that don’t work, but also see the value in going through the process, even if the end result isn’t ideal.

Take what you learn and apply it to your next idea for a head start on the process.

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Customers are equally as comfortable at work as at an offsite location

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Invalidated idea that they were insecure, judged, and pressed for time in own workspace

Take what you learn and apply it to your next idea for a head start on the process.

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Brown-bag learning sessions at customers’ place of business were successful and effective

Our Team

We are your trusted idea agents, and we are here to lead efforts that unlock ideas, analyze opportunity, validate notions, and rapidly deliver impactful new approaches to MSA and our customers.

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