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Thales Teixeira

Thales Teixeira

Former Harvard Business School professor of marketing (10 years), now Professor of Practice at UC San Diego's Rady School, co-founder of Decoupling.co/Decomposer.ai, and author of "Unlocking the Customer Value Chain."

Oct 15, 2026

11:20
I would like you to explain the three types of decoupling that you mentioned in the book.
11:25
Any industry that there's decoupling, it can be classified into value creation decoupling, value capturing decoupling, or value eroding decoupling.
11:33
The first type of activity is called value creating activity.
11:36
Doing that activity alone creates value for customer.
11:40
One video game company, a disruptor in the United States called Twitch.
11:44
Twitch, it doesn't allow you to play ga- the game, it allows you to watch somebody else playing the game.
11:49
So playing a game is a value creating activity.
15:56
Could you explain a framework that entrepreneurs can execute right away?
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1:18
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1:20
This is what I teach Harvard students and University of California students in the first day of an MBA course.
1:26
The customer value chain are the series of activities that we as customers are required to do in order to acquire, use, and dispose of goods and services.
1:36
So for instance, if you want to get a checking account, you need to look at all of the available options of banks that can offer you a checking account.
1:46
Then you go to a bank branch, and then you apply for a checking account, you provide documents, and then they'll give you a checkbook and other materials so you can open an account, have a checking number.
1:56
All of these are steps in the customer's value chain.
1:59
After an early stage founder maps out the customer value chain, the next step is identifying the weak link in the customer value chain.
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0:44
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0:50
The recipe for decoupling involves five steps.
0:53
The first step is mapping out the customer value chain.
0:56
Very close to where I lived in Boston, there was a startup called PillPack.
1:00
And what PillPack realized is that if you have to buy and consume many pills per day, it's a very complicated process.
1:08
And they mapped out the customer value chain as going to the doctor, getting tested, receiving a prescription, then going to the pharmacy, paying for the medication.
1:19
And then once you figure out all of this, you have to create a plan to remember what time of day to take the medication.
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1:18
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1:20
I was talking to a founder.
1:22
He was saying one of his board members told him the people he should be looking to hire are unemployed.
1:28
He said, "Why hire unemployed people?" One, because they're the only people who have bandwidth to actually be experimenting and trying and learning new skills.
1:36
And two, they have categorically learned that their existing skill set is insufficient for the future.
1:42
And I think right now, as regards to building AI muscles, what most people think is they're going to wait till their boss tells them to do something.
1:50
Your boss does not know this is an existential risk to you.
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1:27
Consult a healthcare professional if symptoms persist.
1:30
I always begin the classes by asking questions, not writing down math equations, right? Not going into the details, but just intuitively based on everything that you've seen, you've done, what do you think? I ask them simple cases.
1:44
For instance, if you were to design for a fire alarm, when should it say that there is fire or not? That's something you can change, right? You can put a threshold in what level of smoke or when does it think it's smoky, and that's a very practical question.
1:59
And sometimes I see with students who may not have the mathematical training, but they're very intuitive and practical.
2:05
They may be like, "Oh, I would go and measure how noisy it is," or, "I would show different levels of smoke, have like candles of different sizes and go and test it." Many times people already may be somewhat aware of this, so they have some intuitive ideas, so that already is a good starting point.
2:21
And sometimes they are maybe really wrong.
2:23
They have an intuition, but that's a wrong intuition, which is still okay because intuitions are not always the only answer.
11:50
I would like you to explain the three types of decoupling that you mentioned in the book.
11:55
Any industry that there's decoupling, it can be classified into value creation decoupling, value- ... capturing decoupling or value eroding decoupling.
12:02
The first type of activity is called value creating activity.
12:06
Doing that activity alone creates value for customer.
12:09
One video game company, a disruptor in the United States called Twitch.
12:14
Twitch, it doesn't allow you to play ga- the game, it allows you to watch somebody else playing the game.
12:19
So playing a game is a value creating activity, we all know that, but watching the game being played is a value creating activity.
16:40
Could you explain a framework that entrepreneurs can execute right away?
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8:57
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9:00
value-capturing activities is this idea that has become the standard of mobile games, which is the freemium model.
9:07
You can play the game without having to buy the game.
9:10
Before you needed to buy the game.
9:12
You can decouple those activities and just play the game until you realize that you like it.
9:17
You can buy the game afterwards, or you can spend money on virtual items.
9:22
Fortnite is one of the biggest examples of decoupling value-capturing activity from a value-creating activity of playing the game.

7 MINS LATER

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16:28
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