- Strategy: Develop a broad view of the changing needs of your customers to generate new customer-centric strategies and identify opportunities for growth.
- Product: Generate fresh insights on what your customers truly value to drive strategic investment decisions that determine product development priorities.
- Culture: Empower all the members of your team, regardless of their role, to think and act in a way that aligns with customer value and drives a culture of customer-centricity.
Our services include:
JTBD Masterclasses and Custom Training Programs: Our foundational masterclasses are designed to ground participants in JTBD thinking, create space to discuss and understand key concepts, and help participants practice concepts in the context of their organizations’ business challenges. Participants learn a powerful range of concepts, techniques, and tools they can apply immediately in their day-to-day work regardless of their role. In addition, we work with organizations to create training programs and workshops that are customized to specific industries, teams, or groups, often in collaboration with their learning and leadership development teams.
JTBD Capability-Building Pilots: While our training programs provide the necessary foundation, we often continue to provide clients with hands-on support as they apply JTBD methods to real-world project contexts. This can take the form of ongoing coaching, project-focused workshop, or consulting support as the project unfolds to maximize the value each project derives from JTBD as well as organizational learning and capability building.
Customer-Centric Strategy Development: As companies reevaluate existing strategies and look for new growth opportunities, it is essential to understand how the needs of customers are changing and what they will look like in the future. In short, we work with leading organizations to determine customer-centric where to play and how to win choices. Our collaborative approach helps you identify strategic focus areas that are aligned with your customers’ priority jobs, your organization’s unique assets and capabilities, and your view of the future.
Meet Our Leaders
Senior Partner, Boston
David S. Duncan is focused on helping leaders to develop customer-centric teams, strategies, and organizations. He has advised and written extensively on how organizations can build systematic capabilities for innovation and is a leading authority on the theory and application of Jobs to Be Done. dduncan@innosight.com
Partner, Switzerland
Pontus Siren has helped clients across Europe and Asia address the challenges of innovation and new growth. He has worked extensively on innovation growth strategies and capabilities, and regularly advises senior managers on topics including Jobs to Be Done. psiren@innosight.com
Utsav BhattAssociate Partner, Singapore
Utsav Bhatt is enthusiastic about helping clients navigate disruptive change and reinvent themselves. He has helped clients identify new growth opportunities, transform existing business models, and drive a customer-centric culture. Utsav is a seasoned faculty on Jobs to Be Done and Innovation training programs. ubhatt@innosight.com
Additional Resources
Article | October 2021
How Twitter Applied the “Jobs to Be Done” Approach to Strategy
By David S. Duncan & Brian Hindo
In this Harvard Business Review article, Dave Duncan and Brian Hindo explain how the “jobs to be done” approach was at the heart of Twitter’s rebound.
Article | September 2016
Know Your Customers’ “Jobs to Be Done”
By Clayton M. Christensen, David S. Duncan, Karen Dillon, and Taddy Hall
Firms have never known more about their customers, but their innovation processes remain hit-or-miss. Find out why in this Harvard Business Review article.
Book | May 2021
The Secret Lives of CustomersBy David S. Duncan
Learn to think like a market detective to solve the mystery of customer behavior through the instructive story of Tazza, a fictional chain of cafes trying to go big time.
Book | September 2016
Competing Against Luck: The Story of Innovation and Customer Choice
By Clayton M. Christensen, David S. Duncan, Karen Dillon, and Taddy Hall
A game-changing look at how companies can develop and market products and services that customers actually want and need.