Andrew shares how this approach goes beyond traditional continuous improvement by emphasizing empathy, experimentation, and human-centered design. Through real-world examples—from transforming customerexamples—from transforming customer experiences at a major telecom to running a Microsoft Copilot user study—Andrew unpacks how process innovation can drive cultural change and deliver lasting impact. Whether you're in manufacturing, leadership, or community development, this conversation offers practical strategies to strengthen your organization through people-first innovation.