When [competitors are] in the shower in the morning, they're thinking about how they're going to get ahead of one of their top competitors. Here in the shower, we're thinking about how we are going to invent something on behalf of a customer.

The biggest needle movers will be things that customers don't know to ask for. We must invent on their behalf. We have to tap intoour own inner imagination about what's possible.

We innovate by starting with the customer and working backwards. That becomes the touchstone for how we invent.

There is no map, and charting a path ahead will not be easy. We will need to invent, which means we will need to experiment.

As a company, one of our greatest cultural strengths is accepting the fact that if you're going to invent, you're going to disrupt.

You gotta earn your keep in this world. When you invent something new, if customers come to the party, it's disruptive to the old way.