21. Innovation & Customer Experience, with Jeneanne Rae

On the 21st episode of “The Innovation Engine” podcast, we look at the connection between innovation and customer experience. Among the topics we discuss are how to create the optimal customer experience in a world where interactions between company and consumer increasingly occur online; what customer experience means for companies in the services space, which account for 80% of the American economy; and why it is so important for any company looking to achieve long-term success to leave a lasting impression with their customers. Jeneanne Rae, Founder and CEO of Motiv Strategies and a widely recognized expert on customer experience and services innovation, joins us as this week's guest. Bloomberg Businessweek named Jeneanne one of its “Magnificent Seven Innovation Gurus” and “Best Leaders of the Year” based on her groundbreaking work in the study of service innovation. Jeneanne writes frequently for the Harvard Business Review, and her work has also appeared in publications like Design Management Review and Fast Company. Over her more than 20 year career she has worked with some of the most beloved and well-respected companies both large and small, to help deliver meaningful innovation in their respective markets.