Update your customer mindset and practices for the BANI era!
The old ways won't cut it!!
Incremental customer development isn't enough in the BANI era.!
Only radical reinvention creates real meaning — and results.
Focusing inward as a provider leads to inevitable failure!
The only right starting point is the customer's change.
Your customers aren't a target — make them co-creators!
Co-reinvention is the new default.
Fragmenting customer relationships will erode your entire connection.
The customer function isn't a silo — it's connective tissue for all.
You must know your customers — even in virtual and AI-driven worlds!
Digital tools can connect — but also alienate.
Make sure you understand what it means to be a customer yourself!
The customer experience you offer reflects your own customer mindset.
Twin Style
Meetings and workshops based on assumptions blur the customer's reality. Twin Style anchors your actions in the customer's real world.
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New Practices
Old customer practices and tools can mislead change efforts.
Now, new practices and tools are needed.
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