We need to talk about innovation.

Posted on Posted in Business Optimisation, Customer Experience, Customer Insight

Innovation vs Invention

Innovation is a term that is getting thrown around a lot in 2016

You keep using that word, and I do not think it means what you think it means!


What is Innovation

Go ahead and type “what is innovation?” into youtube and you will get over 6,000,000 results

Our first hit was this video from DBD International

After watching this video I would assume innovation is akin to inventing fire or the wheel.

Innovation and invention are two very different terms with different meanings and it’s time we start using them correctly.

In business, it’s easiest to view innovation through the lens of UX. The difference between poor user experience and excellent user experience is innovation. Let’s look at Netflix, delivering what you want to watch, when and where you want to watch it. This is an excellent innovation. Netflix didn’t invent computers, all of the content they stream, or the internet. Netflix aggregated existing frameworks and technology to deliver something delightful.


How do we innovate?

Part of what KnowledgeSpace delivers is speech analytics. We harvest the data in call centres in a meaningful way to provide insights into the business running them and their customer base. Our goal is to help businesses better connect with their customers.

Did we invent the speech analytics technology? No.

The reason why KnowledgeSpace excels at Business Optimisation is because we are very good at aggregating specific technologies and experts to deliver value that wasn’t there before. This is very different to invention. Think about innovation as adding value or removing problems from the user experience. You do not need to reinvent the wheel in order to innovate!

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