CHANGE 2020

Markets, Customers, Employees

Change in 2020, is at the perilous intersection of a pandemic, social unrest, and geopolitical uncertainty. This is a reality that we loosely refer to as a “New Normal”.

Through protests and social media impressions, the world, and our customers, are challenging our archetypes of who they are. We now know they represent a diversity of generations, races, ethnicities, cultures and gender identities.

The New Normal is a transformational moment where we must internalize, listen, and act in alignment with values that this rainbow of customers relate to. They are strident in their demands that brands show greater openness, cultural curiosity, and environmental awareness. Furthermore, these should be visible in all points of interaction, and throughout all parts of the business.

This moment calls for organizational talent and leadership who seek to understand the requirements of the customer in the New Normal, hardwires it into the culture, and builds it into the customer and brand proposition.

The New Normal requires the equivalent of a new operating system for your global technology interfaces… built to be quicker, more integrative, connective and intuitive. Your company’s talent, teams and processes are the human system code that must be evaluated, rebuilt and reconfigured, to adapt to the challenge of this moment.

– Maxine Martens & Andy Romeo