A Culture of Innovation is Just Part of Our DNA


The Digital Revolution that started in the 1970’s is undeniably accelerating. We’re now in an ultra-connected era where half the people around the globe have internet connectivity (3.6 billion), and the majority of those use smart phones (2 billion today, estimated to grow to 6 billion by 2020). These are just two factors that make today’s business environment one where change will remain the only constant.

So how do innovative companies adapt? According to FastCompany.com, an innovative culture begins with accepting that the world really has changed and being open to more changes to come. It starts with the right mindset – <that> the unexpected must be expected.

IMG_20150814_141836357 copy (003)At Interactive Intelligence, maintaining a culture of innovation for over two decades has never been a struggle because it is so engrained in our DNA. Over the years, we’ve found the key to maintaining a culture of innovation is by hiring extremely talented people as we’ve jumped from 50 to 500 to over 2,000 employees, and empowering them to continually question our motivations, our technology and our industry.

We never stop searching for a way to a building a better mousetrap. “Nothing is beyond our capabilities” is a belief which permeates our workforce and our product development.

Global transition to the cloud

There’s been one large shift, however, that’s the largest I’ve witnessed since starting at Interactive and that’s the global, technology transition to the cloud. Today,

  • Cloud-based technologies allow companies to move faster with lower risk in response to the ever increasing pace of business.
  • Cloud consumption (whereby new features and functionality download with each logon) lets companies focus more on their business and less on technology.

The impact of the change has been extremely penetrating and disruptive across all business functions, from finance to marketing to sales to research and development.  The benefits continue to increase and evolve as the cloud technology markets mature.  Specifically, for the customer service industry, it’s allowed businesses to capture, digest, understand and react to the exponentially increasing digital data available in today’s consumer marketplace.

Looking back, there are so many “first to market” achievements at Interactive, but the one I’m  most proud of is how we’ll be disrupting the market tomorrow.

If you’d like to hear more about what’s on the horizon within the contact center, join me and Ian Jacobs from Forrester Research, as we discuss 5 Trends Disrupting Customer Service by 2021.

Hope you can make it!