If You Don’t Ask, You Don’t Know


Last week, I spoke at a conference in Bali, Indonesia, for a group of 1,000 business leaders and HR professionals from all around the country. I was talking about one of my favourite topics: leading through change, disruption, and uncertainty. In my briefing call with the conference organisers, the...

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COVID-19 Has Made Your Customers More …


You might think you know your customers, but do you really? In the last two years – as a result of the pandemic and how it changed our lives – our customers’ wants, needs, and expectations have changed. If you’re still serving the ‘old’ customer, you might be completely missing ...

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Customers On Your Side


COVID-19 has changed the way customers engage with businesses. The new customer has different wants and needs, and the organisations that succeed understand the new customer journey and solve customer problems that really matter. In this practical session, I’ll share the NEW customer trends t...

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Your Customers Have Changed … But Have YOU?


At the start of every year, the consumer intelligence company Brandwatch asks people about their New Year’s Resolutions. In 2018, these were the top three resolutions: In 2019, these were the top three: So you probably won’t be surprised to know that at the start of 2020 (remember, this was b...

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It’s 2022 – Do You Know Where Your Customers Are?


What do these stories have in common? Early in the pandemic, the Stadt Hotel in Sweden converted its empty hotel rooms into private dining suites, so locals could still eat out safely with appropriate social distancing. Global consumer goods giant Unilever has made a commitment not to market food ...

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Treat Your Customers Like Partners


In 2020, Sandra Choi, creative director at designer footwear company Jimmy Choo, launched a competition for fans to design their own fantasy shoes. Anybody could submit a sketch to Choi, who posted her top ten choices on Instagram and asked the community to vote for their favourites. After almost 2...

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Your World, Redefined – A Day In Our Life in 2025


Right now, in early 2022, it’s easy to put all our energy into wrestling with the COVID-19 pandemic. That’s important, of course, but we’re also seeing many other significant, profound, and exciting changes in our world. Here’s a small glimpse into how our daily life might look just a few y...

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The #1 Thing You Can Do Stay Relevant in 2022


As we’re starting a new year and looking ahead to yet another of our annual round-trip voyages around the sun, there’s no doubt we will still face a lot of uncertainty during the next few months (years!). A lot has changed in the last two years, and we should expect a lot more to change in the ...

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Understand the Future Customer Journey


I remember speaking at a conference in Brisbane to a group of CEOs of private hospitals about the future of healthcare. These are smart, savvy, experienced people who know healthcare is changing, know they need to change as well, but don’t know exactly what to do. But I know some of them were...

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More Customers Want a Faster Experience


I went to breakfast last week at a restaurant that provided QR codes for ordering directly from the table. Each table has a QR code on it, which you scan with your phone, and it takes you to their online menu. You choose what you want, pay with Google Pay, and the order goes directly to the kitchen...

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