Innovation just feels like an overused word, doesn’t it? In fact, a Google search generates over 570 million results. With that much innovation going on it’s amazing we haven’t discovered a cure for cancer, created actual flying cars and delivered packages via drone. Oh, right, we are doing that last one now, aren’t we?
The reality is that there’s so much innovation going on – and at such a rapid pace – that it’s harder and harder for companies doing all that innovating to stand out when their inventions are not as sexy as, say, the launch of text messaging by AT&T, the sequencing of the human genome, IEEE 802.11g Wi-Fi or even the Apple iPhone. Yet, not all innovation is going to be sexy. Nor does it have to be. In fact, some of the best innovations are not sexy at all but they make a HUGE difference to the people for whom the innovation was intended. Some of the most unheralded innovations are, in fact, just make you say, How on earth did we get by without it? In fact, we take them for granted. Think the Post-It note, the shovel, the airbag. These inventions did not take advantage of Steve Jobs-like product launches or necessarily benefit from major press coverage. They were just amazingly valuable innovations.
At Modria, we have a saying when it comes to how we engage our customers: “Listen, Learn and Innovate.” It’s core to what we do. And the innovation we are engaged in is to upend the customer support approach to resolving disputes. This week, CEO Scott Carr was interviewed by Rowan Philp of BPI Network’s “Game Changers” and talked in detail about how Modria is innovating on behalf of people who are experiencing disputes and on behalf of customer service teams that are aspiring to deliver outstanding support despite the daily deluge of customer contacts. Read the interview here.