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.

To invent, you need a good imagination and a pile of junk.

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

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.

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.

If you're watching your competitors, you're unlikely to invent a bunch of stuff on your own.