WS: “When you create JR: “At Aircall, we evaluate feedback they need to unconventional, innovative employees on a monthly make better decisions, thinking, it provides a basis on whether they have inspire innovation, and different way of looking an ‘edge’ or not — which drive disruption. There are at the same problem, essentially means: Are they hundreds of examples, which gives people variety. taking risks? Are they doing but a favorite is how People like variety — they things outside their job Netflix used SurveyMonkey like to figure out a different profile? Are they generally Audience to generate way to solve the same fearless, not reckless? I compelling, original “It’s important to problem. It emotionally think when people have content. Netflix learned have an idea of where the impacts us, and more an understanding from that 58% of pet owners importantly, when we management that those binge with their pets and everybody needs to have a think unconventionally, things are encouraged, 46% of the couples who shared view of that. There we think of better ways and that it’s okay to fail at watch shows together drive real change.” to do things.” things that are innovative, ‘cheat’ on their partner you tend to get much more by watching ahead.” “We have a SW: “At Boomi, people from your employees.” VerticalResponse customer team. If we do something differently and live have ownership of what bd: “I’ve worked with wrong and it affects our they’re doing, and we put LESSONS FROM OUR large enterprises that have reputation, we can fix it. a lot of emphasis on trust. CUSTOMERS digital transformation We have to be willing to My team is entrusted to initiatives driven from I asked our experts how just get on with it. They Executives, employees, the C-suite down. They Once we provided her have a strong sense of and organizations often know they need to drive with the right easy-to-use wrong. It creates potential autonomy and decision- take inspiration from the change, but the teams pitfalls of innovation. making, that it’s their work other companies do. doing the day-to-day work problem to solve and For many of our partners, are nervous. They have to to get their jobs done. inspiration can come learn new ways of doing of is paying lip service significant business If something goes wrong, from their customers. It’s things not in their comfort to encouraging different we’ll course-correct. clear that AppExchange zone. One of the things I I trust my team to make customers are innovating saw was where the CEO decisions, and it helps in incredible ways. tied C-suite bonuses to people feel a strong siloed groups working go wrong, every manager sense of ownership. We CR: “Our enterprise together for a common he didn't have any have very low staff attrition customers use SurveyMonkey goal. For instance, the call zone, it’s uncomfortable. It as a result.” every day to gather the center team had to work do that. You have to live By taking the plunge to have a conversation. Ask if you’ve hired good people, business grew significantly.” 20 THE EXCHANGE SUMMER 2018 SUMMER 2018