Meet Mike Boysen

Innovator, Problem Solver, Customer-Centric Leader

When business executives feel the pressure to grow their business, the last thing they want to do is invest in the wrong strategy. Mike’s great passion for the past 25+ years has been to develop a unique understanding of customer needs that serve two purposes: selecting the right technology for clients and identifying new market-level product and service opportunities for clients to develop.

Mike has an extensive background in the Customer Relationship Management (CRM) strategy and technology space supporting customer-oriented teams across Marketing, Sales, and support/service. He has worked with clients from the mid-market to the Fortune 50 developing strategies, designing solutions, and directly developing solutions using an array of technologies integrating front-to-back-office processes and customer journeys

Mike has been considered a thought leader in the CRM industry by top analysts (ex 1, ex 2), achieving Top 10 status for a number of years in several prominent CRM blog lists. He gradually shifted his thought leadership to the intersection of CRM and Innovation and is known as one of the top experts in the Jobs-to-be-Done world; being cited on numerous websites, blogs and in books.

A Blend of Technology and Empathy

With over 30 years of experience in technology design and problem-solving across various industries, Mike Boysen stands as a beacon of expertise and understanding in the field of innovation consulting. His journey began with a passion for technology, evolved through hands-on experiences, and was refined by a deep desire to understand and address customer needs.

A Journey Guided by JTBD

Mike's expertise is not just about technology; it's about understanding people. With 15 years dedicated to framing problems using Jobs-to-be-Done, he has developed a unique lens through which customer needs are not just seen but deeply comprehended and acted upon. This framework has been the cornerstone of his approach, ensuring that solutions are not just innovative but also resonant with customer demands.

Notable Clients

  • Steelcase (INSYTE) - His small consulting firm was the vendor of choice for developing and implementing a common/integrated dealer operating system running on a distributed database platform. It was implemented in over 100 Steelcase dealers.
  • NetApp (EY) - He led a team assessing technical support operations and field service to understand how to rationalize their supporting technology and whether re-platforming was necessary to enable critical capabilities. He also developed a customer-centric target operating model for technical support at the client’s request
  • Comcast (EY) - The ask was “how do we become more customer-centric?” and he introduced a simple framework to align stakeholders across the company on current customer engagement capabilities, conflicting in-flight initiatives, data fragmentation issues, fragile technologies, and delivered a strategic prioritized roadmap to address these problems.
  • ADP (EY) - The client was paralyzed with doubt over a very expensive Configure, Price, Quote (CPQ) platform due to a plethora of problems. They blamed the platform, but Mike showed them how the system was misconfigured, processes were manual and redundant, and data was often in conflict between systems. He was able to deliver this with a small team on a tight 4-week timeline using McKinsey’s 7-step problem-solving approach.
  • Johnson & Johnson (Strategyn) - He led an innovation research project to help the client find organic growth paths (products and services) for the diagnosis and treatment of “Dry Eye.”
  • PPG (Strategyn) - He helped the company look at growth through the lens of Customer Jobs Theory and using a data-driven approach to understand how focusing on current products prevents them from seeing the breakthrough innovations they will need in the years to come.
  • NiSource (EY) - Mike was brought into a project run by the Energy & Utilities Strategy team to help them deliver on several workstreams that focused on digital transformation (customer engagement) across subsidiaries operating in 7 states. The result was a strategic roadmap to redesign the customer experience using new types of touchpoints, all done quickly using a cloud-based Journey Analysis & Orchestration (JAO) platform, with no need to rip-and-replace their existing and fragile technology stack.
  • T-Mobile – Mike was hired to develop a consumer insights factory built upon an Outcome-Driven Innovation foundation. He quickly determined that the industry had reached a stall point over ten years prior. He ran numerous studies designed to support both the retail operations (customer engagement) as well as new product, service and business model development. His research used a forward-looking modeling technique to identify new opportunities, while using data to explain the recurring pattern of product and service launch failures.

Join Us in Reimagining Innovation

Are you ready to transform your product development journey? Contact us and let Mike Boysen and the team at Practical Jobs-to-be-Done guide you towards innovation that not only excites but also fulfills.

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