1.
Bianca Bowron-Cuthill – Head of Customer Success, Intuit Australia
Build Lasting Customer
Obsession to Disrupt
Yourself

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.
Customer
obsession

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
Reinvention keeps Intuit in the game

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.
Design for Delight

8.
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Customer Driven Innovation (CDI)
– How we choose problems
Design 4 Delight (D4D) –
How we solve problems

9.
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…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.
Follow me homes
Spending time with your customers is a
critical component in Intuit’s innovation
practices.

11.
Scaling your
Customer Driven
Innovation
Program

12.
Teach your team
Lead by example and teach your team
your innovation practices.

13.
Build a team of
experts to coach
others

14.
Centralise your
resources
Create a central resource hub for your
team to access your innovation resources

15.
15

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17

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.
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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.
Our team are our
secret sauce.

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Want to learn more
BiancaBowronCut
https://www.linkedin.com/in/bianca-bowron-cuthill
http://www.intuitlabs.com/

22.
Thank you