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1-Customer-Centricity | 2-Innovation Enablers | 3-Creativity Tools | 4-Brand Promise 2-Customer Experience Innovation Enablers Priorities: Which Solutions?  Analyze the customer's view of all available solutions' ability to deliver desired outcomes. List outcomes by magnitude: importance ranking x frustration x frequency.14  Looking at customer priorities, outcome by outcome, under various circumstances, can lead to superior innovation. Motorola provides mobile radios installed in vehicles to communicate with dispatchers or other two-way radio users. Market growth was stagnant and all the radio manufacturers offered one-size-fits-all products. Motorola collected customer’s desired outcomes, used factor analysis and cluster analysis to surface the most pertinent desired outcomes, and developed customer experience personas to guide customer experience innovation. They found three major customer segments, differing along the lines of secure communications, accurate communications, and simplified communications. The first segment wanted mobile radio products to enable them to communicate privately, discreetly, or covertly, without being noticed by others and without being overheard. The second segment wanted mobile radio products to enable them to provide clear, unambiguous, and uninterrupted communications when faced with dangerous situations. The third segment wanted mobile radio products to enable them to coordinate activities and with teams, and to perform administrative tasks. By innovating toward these desired outcomes, Motorola’s revenue grew 18% in a flat market.9 1-Customer-Centricity | 2-Innovation Enablers | 3-Creativity Tools | 4-Brand Promise |