Behind the hype, with insights, trends, and behaviours
Understand what your customers want. Know the trends. See what’s next.
Consumers’ bots do the buying, consumers immersing themselves in virtual and IRL shopping. Slow commerce is a ‘thing’. The metaverse and one on one virtual relationships. The rise of Super-apps. Lifestyle brands and experience brands. Physical Retail experiential. Human connections are a premium differentiator. Emotions driving brand relationships. Brand polygamy is rife. Convenience becoming inconvenient. Digital detoxing. Privacy islands protecting consumer’s data. Trust, ethics and purpose driving brand choices. Social commerce king.
This is the consumer’s future, in a dizzying array of disruptions, and CX is being left behind. Customer Satisfaction is at a ten-year low, the gap between what consumers want and what brands give growing, and barely half of the European consumers trust brands.
If you don’t want to become irrelevant, you need to do different.
I will point us to the future of engagement. Using macro and micro trends, data from trusted global partners, and proof of stickiness, I spot trends and the early adoption of new behaviours and impacts of merging technologies to see opportunities and use them to get ahead of the pull into the future. I highlight the impacts and risks to your CX brand, spotting the opportunities to differentiate early and help you plan what needs to change now, next and over this decade to meet these challenges.
I’m focused on the future of your CX strategy.
My articles and newsletters discover new thinking, new signals and deep, sometimes provocative, analysis of changing consumer behaviours, new wants and experiences, new channels and technologies and early and new drivers - all going deeper, challenging assumptions, challenging myths, and slaying thinking that will surprise you.
Unthinking CX is fresh thinking with a free newsletter, executive briefings and workshops for CX leaders and managers who want to understand and lead the future.