Chapter 9: Creating a Culture of Innovation Through Empowerment

• Ambiguity—the quality of being open to more than one interpretation—is the key to human, society and organizational evolution.
• Empowering your teams at the front line of customer engagement and operational execution will have more impact on the organization's digital transformation success than the strategizing and pontificating of senior management.
• Empowerment #1: Gaining buy-in to the organization's Mission Statement requires everyone to internalize what that mission statement means to them, their jobs, and their personal principles.
• Empowerment #2: Speaking the Language of the Customer ensures that everyone not only has the same customer-centricity focus but is speaking the same language that the customer uses.
• Empowerment #3: Organizational Improvisation yields flexible and malleable teams that can maintain operational integrity while morphing the team's...