Please download to see the extensive notes, or this presentation won't make much sense.

1. The User Experience of Disruption

2. Disruption in customer service

3. Disruption in marketing

4. Disruption in the music industry

5. The Disruptor

6. The Disrupted

7. The Disruptor

8. The Disrupted

9. The Disrupted

10. The Disruptor

11. The Disrupted

12. The Disruptor

13. The Disrupted

14. The Law of Disruption (Larry Downs) “Social, political, and economic systems change incrementally,but technology changes exponentially.”

15. Customers find little use for disruptive products … at first

16. Disruption Feels Like Failure