Issue #9: Gen AI and Innovation, Upgrading Your Personal Operating Model, and Why Innovation Depends on Intellectual Honesty

?? Generative AI as a Driver of Strategic Innovation

?? Relevance for CX Strategy and Design Leaders: Generative AI is not just a tool for operational efficiency - it’s transforming how organizations identify unmet consumer needs and bring innovative products to market. At Colgate-Palmolive, the combination of AI-augmented market research and digital consumer twins enables rapid, iterative product development while maintaining a human-centered approach. This shows how AI can do more than save time - it can generate entirely new value.

?? Key Takeaway: CX strategy and design leaders should explore using AI to uncover future customer needs proactively and test product concepts at scale, even before traditional validation stages. AI can serve as an early-stage filter for customer preferences, reducing the guesswork and optimizing innovation pipelines.

?? Actionable Advice: Invest in AI systems that combine internal and external data sources to provide actionable insights. Ensure you have responsible AI guardrails in place and train teams on AI- and human-in-the-loop workflows to maintain creativity and strategic oversight.

Source: The GenAI Focus Shifts to Innovation at Colgate-Palmolive ?| MIT Sloan

?? Upgrade Your Personal Operating Model to Lead Transformation

?? Relevance for CX Strategy and Design Leaders: Leaders often struggle to balance strategic priorities and day-to-day demands. McKinsey’s advice on upgrading personal operating models is crucial: leaders who reflect on their priorities, roles, and time allocation drive greater innovation and organizational resilience. Your personal effectiveness influences how well your team can execute CX transformation strategies.

?? Key Takeaway: Adapting your operating model is not just about time management - it’s about aligning your energy and efforts to high-impact areas. By streamlining responsibilities, setting boundaries, and fostering a rhythm of reflection, you can create space for strategic thinking and bold decision-making.

?? Actionable Advice: Assess your personal operating model and identify where you can quit low-priority tasks. Implement a system of reflection and accountability to regularly reset your focus on CX initiatives that deliver long-term value.

Source: Warning: Upgrade Your Personal Operating Model | McKinsey ?

?? Why Innovation Depends on Intellectual Honesty

?? Relevance for CX Strategy and Design Leaders: Psychological safety has been a buzzword for years, but intellectual honesty is the missing piece for driving breakthrough innovation. Without healthy debate and the courage to challenge ideas, CX strategy and design efforts risk becoming stagnant. As demonstrated by Amazon’s leadership principles, successful innovation comes when teams feel safe enough to push boundaries while being held accountable for results.

?? Key Takeaway: Balancing psychological safety with intellectual honesty is critical for creating high-performing teams in customer experience. Leaders need to foster an environment where employees can challenge assumptions without fear but with respect and evidence.

?? Actionable Advice: Introduce team practices that encourage debate over strategic decisions, such as structured conflict in project reviews. Train leaders to distinguish between productive task conflicts and damaging relationship conflicts, ensuring that challenges lead to growth and not disengagement.

Source: Why Innovation Depends on Intellectual Honesty | MIT Sloan

?? Key Takeaway for CX Strategy and Design Leaders

To thrive, CX strategy and design leaders must act as both visionaries and enablers of organizational transformation. Leveraging tools like AI, developing personal effectiveness, and fostering innovative team dynamics are all critical levers to drive sustainable competitive advantage.