about nicholas webb Nicholas Webb is a world-renowned innovation thought leader . He is the author oThe Innovation Playbook, The Digital Innovation Playbook and The Innovation Superstar® Workbook. He is a s uccessul inventor with a wide range otechnologies rom one othe world’s smallest medical implants to consumer and industrial products. He has been awarded over 35 patents by the US patent and trademark oce. He has launched hundreds otechnologies in his 25 years career . He currently provides innovation strategy consulting to a wide range oclients rom small star tups to Fortune 500 companies. topics and books Nicholas Webb receives on average a 98% excellence rating on all speaking engagements www.nickwebb.com a wide range o topics Centered around the creation oworld class customer service expe- riences. These topics include Innovation, Digital, Social Media and Customer Experience. Innovation • Creating a culture oinnovation • RealOpen - Mastering op en innovation • Becoming an Innovation Superstar™ • Innovation superstar™ LI and L II T raining • The Innovation PlaybookDigital Media and Customer Experience • Customer co-creating throu gh digital media • Mastering your market through digital media innovation • Creating a transormative customer experience • The digital dynamic - Build sales and prot ast Customer Service • Customer experience mastery • Customer Mapping - C ontact point innovation • The role oinnova tion and customer experience • Othe Hook - Telemarketing and innovation • Patient centered healthcare “Nicholas Webb boldly de-bunks com- mon myths about innovation.” Steve Faktor, American Express “The Innovation Playbook, oers core elements that all ous can incorporate and learn rom to help build success.” Chris Thoen, Procter & Gamble In researching his books or one othe world’s largest nonction publishers (Wiley), Nicholas Webb has identied the key success drivers or innovation. Researching organizations rom the van- tage point oan innovator has given him a unique and special vantage point on what works in the real world. His research in- cludes organizations like, the U.S. Army, Hewlett-Packard, Kodak, IndyCar, Southwest Airlines, and Adobe just to name a ew.
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In a shrinking economy with rapidly emerging competition, innovation rules the day. The problem is most innovation
systems are slow, inecient and do not truly connect to the increased demands o the market.
There is no question that the biggest movement in the area o business growth and prot is open innovation. The
problem is the overwhelming majority o organizations have not succeeded in achieving true openness. This is nosmall problem as the market is moving too ast and product liecycles are ar too short to not take advantage o ac-
cessing both external and internal innovations. The primary cause o open innovation ailure is the internal challenges
o cultural adoption and ultimately deployment.
In this program Webb provides a step-by-step account o the common pitalls in managing business innovation and
more importantly what to do about them. This program has been presented to dozens o Fortune 500 companies and
is widely considered to be the best practice in deploying open innovation in organizations. Workshop attendees will
learn:
• The creation o a comprehensive innovation platorm
• The development o a comprehensive internal and external submission portal
• The development o a digital strategy to solicit external innovation submissions
• The creation o custom innovation measurement tools• Installation o ast-track methodologies to quickly move the innovation rom ltration to the nd/orget phase
• Fast-track innovation assessment through the Webb Triangle
• Creation o a multi-ront innovation procurement plan
• The development o a digital command center
This program takes a nonlinear and congurable approach towards increasing sales, plan value, and ultimately, prot.
You will learn rom case examples based on some o the best organizations on the planet.
takeawaysUnlike risk-centered programs o the past, our customer-driven approach builds world class organizations. In this pro-
gram you will learn:
How to ast track innovation to “out-invent” the competition.
Increase eciency and improve the patient experience through, Contact Innovation Points (CIP).
How to use the RealOpenä Innovation Management System or speed and prot.
Build world-class innovation platorms. Create a truly customer connected organization.
ormat
All programs are available as a keynote, hal-day or ull-day workshop. All programs are customized to meet the spe-cic needs o our client. Certication programs are also available.
Innovation Superstar™ Certication Training Level I
The Innovation Superstar Training Program is designed to give participants the latest best practice in Innovation Management.
Unlike competitive programs, our Innovation Superstar Certied Training Program (ICS) is a nonlinear and non-legalistic system.
This allows anyone to congure it to their company’s unique needs. Innovation Superstar Certied (ISC) Level I was created using
inormation gathered rom the study o more than 200 o the most innovative companies in the world.
The program provides or dynamic and easy-to-understand tools that allow the student to leave with real world deliverables that
can be applied immediately. Program case studies include service, product, and high technology industries. The training program
also helps organizations increase their access to both external and internal innovations. It is based on ast-track methodologies
that increase speed, and ultimately, protability.
The program is also targeted to specic job unctions. For instance, our ISC L1 certication is targeted or product managers and
engineers. Our ISC L2 certication is specialized or executive managers including, CEO, CIO, VP o Innovation, Vice President o
new business development, and research and development. The ISC L1 is available as an on-site workshop or as an online training
program. Participants can also petition or certication online by completing a 50 question test with a passing score o 85 percent
or better. The ISC L2, is only available as an on-site training program that includes on-site testing and oral interviews.
Program prerequisites include a minimum o two to our years o direct experience in the area o product and project manage-ment. Most participants have a bachelors degree or greater. The program textbook is The Innovation Playbook – A Revolution in
Business Excellence (Wiley) by Nicholas J. Webb.
ISC L1 is available as an online certication program or as an on-site workshop. A score o 85 percent or more on a 50 question
multiple-choice test is required or certication. Program ees do not include certication. Certication is issued to program par-
ticipants that complete an on-site or online training program and has completed the test questions with an 85 percent or better
score. The purpose o the certicate is to validate satisactory course completion. No certication accreditation is expressed or
implied.
Innovation Superstar and RealOpen™ are trademarks o Lassen Scientic Inc. a Caliornia corporation.
takeawaysIn this program you will learn:
• Introduction to the state o the art RealOpen™ innovation management system
• How to automate innovation ltration
• Developed world-class innovation platorms
• Develop veal VOC by developing systematic carpet time
• To out invent the competition with innovation saaris
• Value layering your innovations with Project X
• Fast-track innovation assessments with the Webb triangle
• Hardwire internal and external innovation to your corporate culture
• Replace risk management with opportunity management• Build a systemic culture o innovation
• Lead your market with customer and market driven innovations
ormatAll programs are available as a keynote, hal-day or ull-day workshop. All programs are customized to meet the spe-
cic needs o our client. Certication programs are also available.
Innovation Superstar™ Certication Training Level II
The Innovation Superstar Training Program is designed to give participants the latest best practice in Innovation Management.
Unlike competitive programs, our Innovation Superstar Certied Training Program (ICS) is a nonlinear and non-legalistic system.
This allows anyone to congure it to their company’s unique needs.
The program provides or dynamic and easy-to-understand tools that allow the student to leave with real-world deliverables thatthey can apply in their business immediately. Program case studies include service, product, and high technology industries. The
training program also helps organizations increase their access to both external and internal innovations. It is based on ast-track
methodologies that increase speed, and ultimately, protability.
The program is also targeted to specic job unctions. For instance, our ISC L1 certication is targeted or product managers and
engineers. Our ISC L2 certication is specialized or executive managers including, CEO, CIO, VP o Innovation, Vice President o
new business development, and research and development. The ISC L1 is available as an on-site workshop or as an online training
program. Participants can also petition or certication online by completing a 50 question test with a passing score o 85 percent
or better. Level L2 is our strategic innovation level. This program is specically designed or organizational leadership including
CEOs, CIOs and Vice President o new business development and research development.
The ISC L2, is only available as an on-site training program that includes on-site testing and oral interviews.
Program prerequisites include a minimum o our to six years o direct experience in the area o product and project management
Most participants have a graduate degree.
The program textbook is The Innovation Playbook – A Revolution in Business Excellence (Wiley) by Nicholas J. Webb. ISC2 is only
available as an on-site training program that includes on-site testing and oral interviews. A score o 85 percent or more on a 50
question multiple-choice test is required or certication. Program ees do not include certication. Certication is issued to pro-
gram participants that complete an on-site training program and has completed the test questions with an 85 percent or better
score.
The purpose o the certication is to validate satisactory course completion. No certication accreditation is expressed or implied.
Innovation Superstar and RealOpen™ are trademarks o Lassen Scientic Inc. a Caliornia corporation.
takeaways The program includes:
• Comprehensive orientation o the RealOpen™ innovation management system
• The must-have tool or innovation – innovation scenario tactics
• The ve leadership skills o innovation
• How to create an innovation culture
• How to structure innovation teams
• Developing a digital command center
• How to increase access to market-leading innovations
• How to improve innovation ltration and throughput• The role o innovation across the enterprise
• The latest tools, and techniques and methods or increasing speed and protability through innovation
• How to congure an innovation driven organization
• How to create innovation champions within your organization
ormatAll programs are available as a keynote, hal-day or ull-day workshop. All programs are customized to meet the spe-
cic needs o our client. Certication programs are also available.
In a shrinking economic universe with erce emerging competition, mastering the customer experience has become a mandate.
There is simply no better way to build sales, brand value, customer loyalty and ultimately prot. Unortunately however the old-
ashioned customer service systems have ailed.
In the good, old days when money was abundant and competition was slight, supercial customer service approaches worked.But those days are gone … and gone or good. Many naïve organizations are under the erroneous impression that their customer
service initiative is adequate to compete in today’s market. This assumption is dead wrong. Customer service has evolved into
something entirely new: customer experience. Customer experiences aren’t created easily and can in act only be ound through
truly innovative methods. In virtually all organizations customer service is a ractional solution that has been applied to a holistic
problem. A common myth among customer service believers is that i you simply oer a good product, you will succeed. While I
would argue a good product is an absolute necessity as well, there’s a lot more to a holistic customer experience that just serving
up a good product. SERVING a customer is only one part o a total customer experience.
Another common issue many organization’s experience is a lack o ollow through. There are more than 5,000 training and cus-
tomer service programs available through a wide range o consultants and vendors. There’s no lack o resources out there, yet
most organizations ail to take advantage o the wealth o inormation easily accessible to any and all. But i you do the math, it’s
been ound that 80 percent o organizations never sign up. O those who do, 80 percent are no-shows. O the remaining percentthat get to work ultimately give up. True customer experience innovation isn’t easy, but it’s ar less rightening than bankruptcy.
To provide truly meaningul net customer value, organizations must understand they are a system comprised o multiple depart-
ments all moving in the same direction – delivering net customer value. The key word here is system. Your organization is not just
a ront-line interace. It is an enterprise that must work in absolute synchronicity. The reason so many common customer service
initiative ails is that they ocus solely on the ront line.
It’s certainly no coincidence that examples o great customer experiences can be ound within those companies with an excellent
culture – a lie support system or innovation and great people. In researching The Customer Playbook, more than 200 organiza-
tions were studied – both good and bad. Companies with poor culture were littered with bad people who sucked the good out
o organizations, or housed good people orced to deliver bad experiences by companies driven by innovation socialism – an
environment based on ear, processes and strictly internal needs. Innovation capitalism is at the other end o the spectrum and
ollowers o this model understand an organization’s prosperity is based on an externally-ocused business model, which alsoencourages and rewards employees or adding meaningul net customer value. The point is – the strong culture centers on the
creation o an organization that rewards exceptional customer experiences.
In this powerul program you will learn how to master the customer experience and ultimately rule your market.
takeawaysUnlike other programs that talk theory and concepts this is a step-by-step process detailing how to achieve innovation
mastery in your organization. You will learn how to:
Take advantage o the benets o the Customer Value Strata (CVS).
Increase eciency and improve the Customer experience through, Contact Innovation Points (CIP).Develop customer-driven innovation and enterprise-wide innovation best practices.
Signicantly reduce customer dissatisaction while improving the quality o work lie your team.
ormatAll programs are available as a keynote, hal-day or ull-day workshop. All programs are customized to meet the spe-
cic needs o our client. Certication programs are also available.
custom keynote topicsNicholas Webb can provide custom keynotes that are surgically targeted to the specic needs o your organization and industry. Other topics
include:
The uture o innovation in medical technology
Innovation in the delivery o healthcare
Managing change and the uture
The great news about the current economy
The power o innovation in sales and marketingContact point innovation and driving customer experiences
How to achieve business excellence
retreats and customized events
We provide a wide range o customized training, coaching and retreats. We also provide many workshop programs.
the innovation superstar® award - innovation incentive programsWe provide a turn key employee incentive program that is targeted around rewarding and recognizing stakeholders or driving innovation. Our
research has ound that a well-dened innovation awards program provides the best sustainable means o incentivizing employees. Our Innova-
tion Superstar® Award program is easy to adopt and provides tremendous results. We work closely with your HR department to identiy other
potential incentives that can be connected to the award. Rewarding employees and innovation stakeholders is a critical component to a sustain-
able innovation initiative.
executive coachingBecause o our expertise we have been hired by dozens o Fortune 500 companies to train and coach their core team. Our executive coaches are
Certied Management Consultants as designated by the Institute o Management Consultants. Less than 2% o management consultants have
achieved this level o training and expertise. IMC CMC certication number 5587329 (IMC USA), a ISO/IEC 17024:2003 Certiying body certies
Nicholas J. Webb as an Certied Management Consultants (CMC)
innovation saarisWe provide a service where we actually go out into the eld with our client companies to assist them in identiying new innovation opportuni-
ties. We use our proven contact point innovation method that guarantees results every time. Our saaris are typically 2 to 5 days long and virtu-
ally always result in identiying a new product or service innovation.
itinerant vice president o innovationWe can provide itinerant executive leadership and management on an outsourced basis. Some o our clients have used us or years to serve as
their emerging innovation or new innovation departments.
innovation and creativity retreatImagine having a world-renowned innovation expert host a retreat or your organization. We can manage all aspects o an innovation and
creativity retreat that has one simple objective, RESULTS. Our retreats create a true transormative experience or the attendees. Our retreats are
powerul, un and most importantly they turn your team into true Innovation Superstars®.
• Master Inventor – awarded 35 patents by the US Patent Oce
• CEO Background – served as a CEO or several technology companies
• World-Renowned Author – two major books in the last two years
• Business Expert – Fortune 500 clients, Certied Management Consultant
• Five Star Rated – 98% excellence rating by attendees
• Innovation Deployment – Launched hundreds o new technologies
why hire a certied management consultant (CMC®)? The Certied Management Consultant (CMC®) designation is awarded to a select group o consultants (only 10,000 worldwide) who have dem-
onstrated that they produce substantive results, adhere to the IMC USA canon o ethics, and manage their practices proessionally.
IMC USA participates in the 44-nation International Council o Management Consulting Institutes (ICMCI), which sets the global standards o
technical competence and proessional conduct. CMCs must maintain this level o perormance and stay current with global standards to be
able to renew their certication every 3 years.
industries we serve The rules o innovation apply across all industries. However, our wide range o industry experience provides a unique and special benet to your
organization. We understand the market drivers and other environmental actors that aect your organization. This industry-specic expertise
allows us to deliver a world-class customized training program.