The article focuses on the importance of innovation in delivering a customer service experience that builds loyalty. DIY chain Home Depot invested in more employees, revitalized store environments, and created an employee reward program to improve their customers' experience. Computer company Dell is investing in an improvement strategy that includes product, service, and support initiatives to enhance the customer experience. General Electric has initiated its CENCOR (calibrate, explore, create, organize, realize) initiative. Companies must constantly work to ensure customer loyalty.

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Kent Hansen works as a collaborative artist and has as well functioned as an international pioneer in the interplay in-between art and organisations. He is the founder (1998) and organiser of the ongoing project ‘democratic innovation’. The activities of this project focus on participatory production, and 'organising' as an artistic medium. Kent Hansen was recently affiliated with ‘Centre for Art and Leadership’, Copenhagen Business School on The Danish Art Council's grant program ‘Artists as Visiting Professors’. Lives and works in Copenhagen.

Kent Hansen has told about effective collaboration between business and artistic spheres in the exclusive interview for innovations.com.ua.

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