Interview

Cover image From Mark Greiner

Steelcase uses observation to create better experiences

N° 275, April 2017

At Steelcase, a leading manufacturer of furniture for offi ces, hospitals, and classrooms, observation is the chief inspiration for its product design and marketing. Chief Experience Offi cer (CXO) Mark Greiner explains why this skillset plays an even greater role in staging compelling customer experiences.

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This month's selection

Experience: the new heart of value creation

Cover image N° 275, April 2017

Based on L’expérience : le nouveau moteur de l’entreprise, by Christophe Rebours and Inès Pauly (Diateino, October 2016); “Why the Millions We Spend on Employee Engagement Buy Us So Little” by Jacob Morgan (Harvard Business Review, March 2017); “How Satya Nadella is making Microsoft cool again, and taking on Apple and Amazon” by Paul Smith (Financial Review, November 2016)

Develop your observational skills to see the big picture, details, and opportunities better

Cover image N° 275, April 2017

Based on Look: A practical guide for improving your observational skills by James Gilmore (Greenleaf, February 2017) and an interview with Mark Greiner, Senior vice president business concept design and Chief Experience Officer (CXO) at Steelcase.

Focus

Lean Start-up: Adopt Ongoing Innovation!

N° 274, March 2017

Based on The Lean Startup by Eric Ries (Pearson 2012).

What can you learn from activists about leading change?

N° 275, April 2017

Based on “How Protests Become Successful Social Movements” by Greg Satell and Srdja Popovic (Harvard Business Review, 27 January 2017), “How Activists Shape Business and Corporate Strategy”, based on an interview with Panikos Georgallis (Knowledge@HEC, 7 June 2017), “CANVAS Core Curriculum: A Guide to Effective Nonviolent Struggle” by Srdja Popovic, Slobodan Djinovic, Andrej Milivojevic, Hardy Merriman and Ivan Marovic (Center for Applied Nonviolent Action and Strategies, Belgrade, 2007).