How to Meet the challenge of the Digital Customer

Executives are struggling. There is a collective fear of the Kodak Moment, where previously established businesses evaporate like the morning mist. This fear is driven by the unsettling realization that the Digital Customer is literally changing everything, and if your business relies on outdated techniques and approaches (you know who you are) then you will indeed experience a rather unpleasant surprise. 

Executives are searching. Then there is the good news that online conferences, seminars, and workshops are full to overflowing with questful people looking for the answer. That’s good, however, 90% of what they hear and see is simply putting ‘lipstick on a pig’.  It is the same old same old adopting fancy language and claiming salvation -if you would just follow the script and suspend your fear, uncertainty and doubt.

The new Kodak Moment is when you realize that Customer Needs have shifted so significantly from your products and services that it is too late to change

Avoid the Kodak Moment and let’s all get more scientific about the Customer Experience.

Executives are frustrated. The foolhardy keep hoping that doing the same thing faster will produce a different result. Isn’t that the definition of insanity? Meanwhile inexperienced youngbloods advocate revolution and change, without fully comprehending how the future is actually, pragmatically going to work. But there might be hope for some.

Executives (increasingly) are getting it. There are some refreshing conversations driven by leaders who are guiding their people, customers and shareholders to higher ground and safety. They are building new capability and bringing a far sight vision into today’s reality. 

The challenge? How do you engage with the enlightened and get with the survivors, nay the thrivers, for the next decade? Well, not surprisingly that is what many of my talks and work with global leading companies are all about. So when one of the most successful CEO’s challenged me to write something that would light the fire of those still gripped by fear I stepped up. Watch the two minute video and download the FREE book , and then join us on the journey.

Let’s all get more scientific about the Customer Experience.

Do you want to embrace advanced Customer-Centric thinking and become Outside-In?

👉 Step #1 – Review the upskilling options to become an ACX Professional & ACX Master:

👉 Step #2 – Get The Book: Outside-In The Secret *FREE*

👉 Step #3 – Connect With The Community:

👉 Step #4 – Keep Pace with Change: Recent Keynote – The Hard Benefits of XM |

👉 Step #5 – Review the Testimonials Accredited Customer Experience Professional – BPG (

See you on the inside.