The document discusses keys to innovation and winning customers, including having a clear customer-focused vision from leadership, avoiding over-reliance on focus groups and consensus decision-making which can stifle innovation, embracing diversity, rewarding desired behaviors, monitoring trends, using customer insights, empowering customers to lead, and how even large firms can still innovate through new channels and formats.

1. Innovate to win the customer

3. Create New Experiences

4. Establish New Channels and Formats

5. Monitor Behavioural Trends

6. Use Customer Insights

7. Let the Customer Lead Consumer as Producer

8. Bigger Firms Still Innovating eBay Generating $600m+ a Year on Mobile

9. “ Bricks” are re-inventing themselves

10. Thank You