Stepping Outside Comfort Zones: A Lesson in Customer-Centric Innovation
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Contributed by: Kate Gamble
Summary
Matt Christensen, Senior Director of Cybersecurity at Intermountain Health, discusses the importance of understanding customer needs by stepping outside one's comfort zone, drawing inspiration from a mentor's lesson metaphorically related to "going to Cambodia." He illustrates this point with a case involving a researcher who effectively tackled iron deficiencies by immersing himself in Cambodian culture, contrasting it with less effective distant approaches. Through his experience with cybersecurity challenges, Christensen recognizes that genuine empathy and firsthand understanding are vital for problem-solving. He credits Todd Dunn for guiding him in this process, highlighting that true innovation often requires unconventional and sometimes inconvenient thinking.
