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Why this, now?
CX is out of touch with the consumer, overly hyped, and too self-absorbed.
To create a new model, we need to unthink what we’ve been doing.
Customers keep telling us we’re in a slow decay of the ordinary. Customer satisfaction is at a decade-long low. A widening gap between what consumers want and what brands think they want. Brand polygamy is everywhere. Barely half of all consumers trust brands.
To stay relevant we need to recognise the disruptive consumer©: Disruptive consumers are human first, undergoing a dizzying period of emotional change; collective anxieties, loneliness, frustrations and the need to connect with something have pivoted many of their attitudes, shifted their purpose, changed their behaviours, and increased their expectations and desire for better experiences.
Why they buy, what they buy and what motivates them have changed forever.
It matters. It matters because these changes profoundly affect CX - if we don’t understand the consumer, we won’t understand anything. It'll impact CX's relevancy, ways of working, impact on our future, the skills we need, our ability to lead, and whether our brands thrive.
I use strategic foresight (it’s a process) to anticipate trends to stay ahead of the present. It lets us see and anticipate opportunities, and adapt to changes in consumer behaviour, technologies and trends before they happen. To lead, not follow. By analysing trends, consumer behaviours, new innovations, cultural shifts, external factors, and other developments I gain insight into how consumers might react in the future to identify how CX must adapt. I’ll share the insights, research, opinions and new perspectives on the now and what must change, what’s next, and what’s coming through to 2030.
No waffle, BS, or CX hyperbole. Just plain thinking, clear speaking, firm views and little patience.
What will you get?
Everything is free. A newsletter. A website. Occasional audio episodes. And me, who’ll listen to you and help you in conversations for CX coaching and your CX challenges.
‘The slow decay of ordinary’ is a brilliant description I’ve borrowed from a post from a LI colleague Scott Gilbey
I totlaly agree with you, so much nonsense talked, and refreshing to read something original at last. I'm becoming a fan! good luck with this blog.