In our twelfth episode, we dive into a discussion around business agility and innovation, what it is, why its important for companies to begin adopting this model, some first steps that can be taken to make the changes, and how these concepts support organizations' customer experience transformations. As part of this discussion, we talk about a recent article about Amazon's CEO describing how its most popular feature was not something asked for by customers, and highlight some different innovation design toolkits that are publicly available.

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