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,
18 May 2021
Blog
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
2 March 2021
Customers On Your Side
COVID-19 has made your customers re-evaluate what matters most to them, and your customers now have different wants and needs. In this interactive session, you’ll
19 February 2021
Customer Priorities Have Changed
When I speak to healthcare groups about the future, I often talk about the use of robots for care and support. For example, the Paro
10 February 2021
Better Than Referrals – Share the Customer Experience
A crisis like a global pandemic makes everybody re-assess and re-evaluate what’s important to them. And that includes your customers. So don’t assume you know
2 February 2021
Are You Neglecting The Most Important People In Your Network?
One of the biggest consequences of this topsy-turvy year is that everybody is re-evaluating their priorities. In times of crisis, we all re-examine what matters
24 November 2020
Ask Your Customers (It’s Lucky the Boston Symphony Orchestra Did)
If you were a symphony orchestra that wanted to boost audience numbers, what would you do? The Boston Symphony Orchestra (BSO) had this problem, and
24 September 2020
What Customers Want Right Now
A few years ago, I took this photo in the Qantas terminal at Sydney domestic airport, showing big advertising banners for GoToMeeting: At the time,
28 July 2020
Solving Customer Problems? That’s Not Enough Anymore!
As a futurist, I’m often asked by business leaders how to stay ahead of their competition in a fast-changing world. Many of these leaders think
17 December 2019
Look Beyond Your Hierarchy
New York City, like many other large cities, is the home to many cyclists – about 200,000 a day, according to the city’s research. Most
5 November 2019