 |
The CX Live!Author: The CX Live!
The CX Live! podcast is an interview-style show for briefing programs and meetings. Our goal is to be your dedicated channel for all things customer experiencer where we ask industry thought leaders the tough questions about building a world-class program. Each month well explore a new topic or trend that impacts customer experience, employee engagement, digitization and moreWere unfiltered. Were authentic. Were having a conversation join in! Language: en-us Genres: Business, Management, Technology Contact email: Get it Feed URL: Get it iTunes ID: Get it |
Listen Now...
The CX Live! Episode 88: The EBC-as-a-Service: How Design and Innovation Turn Challenges into Opportunities
Monday, 18 August, 2025
In our latest episode, John Morley, Principal of John Morley Co and CEP Innovation Coach with GoProBriefings.com, shares how EBCs/CEPs are the ultimate innovation engines within organizations, driving new value through fresh insights. From his years managing the EMC EBC Program and work in Design and Innovation, John outlines numerous ways to position and deliver EBC-as-a-Service, seen as a business and the complete value differentiator it is. HighlightsDesign Thinking - desirable, feasible, viable Value Proposition Canvas - customer wants to achieve, what’s in their way?“Brokering” experiences - framework designed within EMC Program EBC-as-a-Business - program intention, business model canvas, innovationEBCs/CEPs are Innovators - new value from new insights (example: VCE) 3 Types (Horizons) - revenue, transformation, futures EBCs/CEPs - reduce cost and complexity for sales teams Design - identify, codify, make repeatable Codify: 5 elements of strategy, design offering, streamline operations Resources‘Move Fast, Break Shit, Burn Out’ ‘Design a Better Business: New Tools, Skills, and Mindset for Strategy and Innovation’ ‘Innovation Accounting: A Practical Guide For Measuring Your Innovation Ecosystem's Performance’ Ten Types of Innovation: The Discipline of Building BreakthroughsGuest Thought LeaderJohn Morley, Principal of John Morley Com, CEP Innovation Coach with GoProBriefings.com John helps forward-looking leaders and organizations rapidly realize exponential value through the investments they have already made – in their existing people and resources. He focuses on generating net new value by looking beyond problems to reimagine the impact we can create when we reframe challenges as opportunities. John’s expertise lies in being an intrapreneur and program leader, where he leverages his skills in innovation, design, data science, and AI to resolve complex challenges. He credits what he works on now to the skills and the relationships he learned to value and grow while working in CEPs.
