New Practices

In the BANI era, relying on old customer practices no longer works.
What used to be stable and linear has become fast, fragmented, and emotionally charged.
To succeed, we need to shift from isolated provider and customer processes to shared, adaptive practices.

The Old Model: Separate Practices

Traditional customer-related methods and tools were mostly provider-driven.
Customers were often given a narrow role, with little regard for their actual needs or change readiness.
Provider and customer operated in separate realities, with weak and surface-level connection.

The Shift: Toward Shared Practices

In today's world, change is mutual — and so must be the way we work.
Co-reinvention means designing practices and tools that span both provider and customer spaces.
These shared practices connect the work across organizational boundaries, even under pressure.

This ensures the customer stays engaged throughout the renewal — not just as an end-user, but as an active co-creator.

Customer success is the true measure of transformation.
It's not just about adoption or usage.
It's about reshaping the customer's entire way of working — together.