Xerox CTO on connecting research to customer pain points

Photographer Marianne RafterFor our August “IL Live” conference call, we spent a half-hour with Sophie Vandebroek, Chief Technology Officer at Xerox and President of the Xerox Innovation Group. Headquartered in Norwalk, Connecticut, Xerox brought in $21.4 billion in revenue for 2013. While it may be best-known for its copiers — the first was introduced in 1959 — Xerox’s business has largely shifted to outsourced business services for customers in government, healthcare, education, and other businesses. Innovation Leader editor Scott Kirsner conducted the interview, which included several questions from listeners.

You can hear the entire call below. Among the topics covered: Vandebroek’s role overseeing Xerox’s research centers; how innovation is measured across various stages from incubation to product launch; how Xerox uses ethnographic research and “Customer Dreaming Sessions” to identify opportunities and pain points that may lead to new products; how they create and test minimum viable products; and the importance of speed and agility.

A few highlights:

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