A new conversation: customer futures

All about digital customer relationships: what's wrong, what's changing, and exploring our customer futures.

I’ve been working in and around the ideas of ‘trusted customer relationships’ in some form or other for over 15 years. I’ve worked with and for some of the largest companies in the world on topics like ‘building digital trust’, ‘next-gen CRM’, personal data stores, digital lockers and privacy enhancing tools. And I’ve helped design, build and deliver new digital value propositions and data-centric business models, all grounded on the importance of digital trust.

Today there are some fantastic conversations and companies working on valuable, sustainable and trusted digital products, using frameworks like ‘jobs to be done’ thinking, and leaning in on new approaches to digital customer identity.

So it’s time to explore what all of this is going to mean when it comes to serving - and indeed being - a customer in this ever-evolving digital world.

Looking at how it’s going to work, and what it’s going to feel like to transact and to trust online. To buy and to browse. To make decisions and get things done while being always on, always connected. Digitally. Seamlessly.

It’s already clear that customer relationships are going to change forever.

So this new blog/ site/ newsletter (or however you want to read it) will be a place for that customer futures conversation. To challenge and reflect on today’s thinking. To look out a little further and understand how these new digital customer relationships will impact us everyday — as individuals, as businesses and as entire markets.

We’ll explore these customer futures together, and perhaps see what’s already here … even if it’s not yet evenly distributed…

I hope you’ll join me on the adventure.