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Brand Community Podcast

Fostering Product Innovation through Community & Customer Empathy with Charlene Li, Founder & Senior Fellow at Altimeter Group

Season 1, Ep. 13

In this episode we welcome Charlene Li, Founder & Senior Fellow at Altimeter, a Prophet Company. For the past two decades, Charlene has been helping people see the future and thrive with disruption. She couples the ability to look beyond the horizon with pragmatic advice on what actions work today, helping executives and boards recognize that companies must be disruptive to compete, not just innovate. 

Charlene’s an expert on digital transformation, leadership, customer experience, and the future of work. Her perspectives from advising over 100 global companies such as Aetna, Bose, GE, Philips, and Southwest Airlines provide insights to support a winning strategy for disruptive growth, and a plan to identify and seize an opportunity no one else has the audacity or confidence to reach for. 

Charlene is currently a Senior Fellow at Altimeter and her current research there focuses on digital transformation and transformational leadership. She has authored six books, including the New York Times bestseller, Open Leadership, and the critically acclaimed book, Groundswell. Her book The Engaged Leader is a call to business leaders to adapt to the digital landscape and revolutionize their relationships by connecting directly with their followers. Her latest book, The Disruption Mindset, lays out a blueprint for disruption. Charlene’s next book focuses on new leadership capabilities need to drive transformation change in today’s fast-moving environment.

She is frequently quoted in The Wall Street Journal, The New York Times, USAToday, Reuters, The Associated Press and has shared her insights on 60 Minutes, The McNeil NewsHour, ABC News, CNN and CNBC. Charlene has inspired a wide audience as the keynote at conferences such as the World Business Forum, World Economic Forum, and South by Southwest.

Together we cover: 

  • The disruption mindset and how it relates to growth
  • Tactical ways organizations can invest in the future and push down uncertainty
  • Aligning your entire organization around empathy maps
  • Why it’s important to gather all your customer-focused people and elevate them so you can hear the voice of customers
  • Understanding audiences and why social listening is a gold mine
  • Actionable approaches and sequences to digest information coming from your community
  • Facebook’s innovation cycles explained
  • How listening & empathy helped turn Comcast around and ended up elevating their marketing & branding
  • Charlene’s thoughts on what platforms to look into and how to filter through the multitude of options
  • Searching for the needle in the haystack vs. trying to answer one question at a time

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