CL218: Strategies For Innovating The Customer Experience – Interview with Christian Terwiesch

Christian Terwiesch
Christian Terwiesch is a professor in Wharton’s Operations and Information Management department and co-director of Penn’s Mack Institute for Innovation Management. He also holds a faculty appointment in Penn’s Perelman School of Medicine. Christian launched the first Massive Open Online Course (MOOC) in business on the Coursera platform and by now, well over half a million students have enrolled in the course. His latest book Connected Strategy, co-authored with Nicolaj Siggelkow, identifies the four pathways for turning episodic interactions into continuous relationships.
In this episode, we cover:
  • 3:33 – The 3 Types of Innovation
  • 5:40 – Innovation in Healthcare
  • 6:12 – MOOC’s
  • 9:16 – Respond-to-desire
  • 10:43 – Curated offering
  • 11:39 – Coaching behaviour
  • 17:39 – Automatic execution
  • 20:10 – The power of big data
  • 25:03 – Innovation in the classroom
  • 26:44 – The process driven approach to innovation

Resources mentioned in this episode:

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