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Shifting Mindsets for Innovation

Fostering a culture of innovation is paramount for today's organizational success. However, achieving this requires a fundamental shift in mindsets and behaviors. 

Several behaviors and mindsets need to change.

If organizations aren't willing to tackle at least these three, they will struggle to innovate and adapt quickly to customer needs, industry demands, competitors, and evolving technology. 

➡️ Focus on Customer-Centric Experiences

Many organizations continue to prioritize technology solutions over customer-centric experiences. 

It's Stakeholders concerned with their department or area, with the best intentions still directing teams with the solutions they want them to build. Even without sufficient proof, it solves the customer's problem. 

It's that solution-focused mentality holding back the organization.

For innovation to flourish, leaders must empower their teams to focus on understanding the customer problem deeply. 

Give teams the ownership and accountability to use discovery to gather the evidence for solutions that will deliver exceptional customer experiences and drive impact for the business.

➡️ Outcomes versus Outputs

Organizations often fixate on outputs rather than outcomes, hindering innovation. The problem stems from a culture that drives that behavior. 

Shifting to outcome-focused approaches empowers teams. Teams closest to the custom problem have the flexibility to define the fastest path to customer and business value. 

It enables teams to understand how their work connects to the broader strategy and vision.

When outcomes are clear, leaders and teams can determine success metrics to track progress toward achieving them.

Otherwise, there is no way for them to know if teams are moving to or from a solution that delivers customer and business value and when they achieved it. 

➡️ Failure Acceptance and Learning

Fear of failure stifles innovation, preventing teams from engaging in discovery and experimentation. Reframing failure as a catalyst for learning is vital. 

Testing assumptions, embracing experimentation, and learning from failures are how you drive innovation and exceptional customer experiences. 

Otherwise, teams run experiments that confirm previously held bias versus reducing risk and testing the boundaries of what will work. 

The irony is this fear boosts their failure rate for building solutions that will not deliver customer and business value. It prevents teams from delivering exceptional customer experiences that achieve the desired outcomes.


To thrive in today's dynamic business environment, organizations must embrace mindsets and behaviors that create the environment for innovation to thrive. 

Organizations prioritizing customer-centricity, focusing on outcomes, and embracing failure as a learning opportunity drive meaningful change, solving crucial customer problems and positioning themselves for success. 

Written By: Pam Krengel