This speech challenges any business to look at their survival and growth through the lens of the future consumer. We will look at the social and cultural forces digital has brought to humanity, and how changes in consumer expectations have forever changed the game. Today’s consumer expects a frictionless and seamless experience at every touch-point, has little tolerance for failure but will become a tribal brand fan if you get it right.  Disruption is a positive force if you harness what is happening around you, but it is a destructive one if you ignore the changing nature of the game

The expectation of frictionless, seamless and a ‘one-click world’ has been carried from our digital experiences into the real world.  We expect the system to know who we are, predict what we want and deliver. We demand brands value our custom and engage with us on a personal level.
This speech is an entertaining and informative look at the modern consumer and their expectations, how and why the bar has been set high for CX and what your brand and business should be considering. As the AI step-change bears down and adds further complexity, don’t be caught out, scratching your head, wondering why your business has lost share, muttering ‘what the FUCX’?

AI and machine learning are game changers in terms of consumer behavior. AI and data continue to develop and it is only going to get faster. But what will the impact be on people, on shoppers, on consumer behavior? We have B2B and B2C strategies but are we ready for Business-to-Machine (B2M)? Will consumers step out of the decision making and comfortably hand that over to the algorithms and systems they learn to trust? This speech is a high-paced look at the values of the modern consumer and where data science will have most impact. How AI and data need to be balanced with human connectivity in our CX strategies, why personalization is key and context remains critical.

Forget millennials. They are old news. The world became an omnichannel one during their lifetime. Gen Z on the other hand, are the first generation to have grown up inside that omnichannel reality. This generation have been parented by Gen X making their value systems very different to their Millennial counterparts, who were parented by the Baby Boomers. This new set of consumer expectations and values will challenge the fundamentals of retail and consumerism. As the first of Gen Z now leave university and take up their place in the workplace and society at large, the disruption is only beginning. Trust me. Millennials were the support act, get ready for the main event!

Adapted from his highly successful TED talk, this speech outlines how individuals and organizations can stimulate creativity at the individual level, to drive their innovation engine. We explore the links between play, risk and creativity and challenge attendees to step beyond their habit and routine. The central message is that by rewiring yourself to look for opportunity, by stepping up and out on a daily basis, by harnessing fear and risk, creativity and success follow.  This speech Is a high-octane motivational talk Involving performance elements (Board breaking, barefoot broken glass walking etc.)

The monolithic and generally linear supply chain models of the past are no longer fit for purpose, straining at the demands placed upon them by the new modern consumer.  This next generation of shoppers demand boutique, artisan goods and services, personalized in their nature and delivery. They demand same day delivery. They demand an experience from the products and services they consume beyond what is in the box. In fact, they demand an experience partly related to how they buy. Supply Chain is becoming part of the product experience, not an invisible ‘support’ function. Ultimately a supply chain that is engineered and built to deliver to this new breed of shopper and consumer will win market share. This speech will challenge supply chain ad logistics executives and ask the big question. This is the shopper of tomorrow. Are you ready?

Recruiting, developing and retaining talent is harder than ever before. New GEN Z employees have fundamental different values than previous generations, and understanding these new value systems is key if we are to recruit and retain such talent.

Organizations now have to focus on giving an employee a truly authentic experience, one that is genuine and talks to these new social values. In this entertaining and high-octane speech, we explore what each new value shift means for talent development and how emerging technology like AI will further change the game. Why work needs to stay relevant to those we seek to recruit and retain, and what relevance means in the new economy.

The Captive Economy now brings us one of the biggest non-technical disruptions of our generation. Social and behavioural norms have been reshaped, meaning that consumer and indeed societal values are shifting. It is a foolish business that does not prepare for change when values start to shift. We need to find new ways to communicate, new ways to pivot, new ways to stay relevant. What does our post Covid-19 consumer now value? How can we deliver on these values during lock-down, controlled economic activity and further into business as usual? Will there ever be an ‘as usual’ again? What will the next 6 weeks, 6 months and 2 years look like and what do we need to do now to prepare, survive and thrive? In this speech, we explore the new values of the Captive Economy consumer and how these values will change what they expect from brands and business as a whole. This is a revaluation of consumer values, and learning how to best leverage these new values for your business success. Understanding the psychology of captivity can teach us about current consumer expectations, and how the new values of Health, Collaboration, Community, Freedom and Digital First need to be inherent aspects of what your business delivers now and over the next 12 months. When hard times are over, businesses that invested in relationships always win. This isn’t about getting through a month or two – this is about digging the strongest foundation you will ever have for brand advocacy and loyalty into the future. In every crisis and change there is significant opportunity. Don’t be the victim of change, be the victor.