A complex systems approach to customer co-innovation: A financial services case study

Robert Kay*

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review

Original languageEnglish
Title of host publicationClients driving innovation
EditorsPeter Brandon, Shu-Ling Lu
Place of PublicationChichester
PublisherWiley-Blackwell, Wiley
Number of pages8
ISBN (Electronic)9781444301342
ISBN (Print)1405175664, 9781405175661
Publication statusPublished - 2008
Externally publishedYes


  • Complex process-related ideas
  • Complex systems approach to customer co-innovation
  • Customer co-innovation and lead-users involvement in innovation process
  • Customer co-innovation and limitations of non-customer based approaches to innovation
  • Futures-based customer co-innovation
  • Horizon 3 customer co-innovation
  • Kurtz and Snowden's sense-making framework
  • Westpac Banking Corporation in Australia

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