Out of the Box Keynote: The blue dot consumer: What financial institutions need to understand about how customers now view the world and why standing still is the fastest way of moving backwards (part 2)
Out of the Box Keynote: The blue dot consumer: What financial institutions need to understand about how customers now view the world and why standing still is the fastest way of moving backwards (part 2)
Like that pulsing blue dot on your Google Maps app, today everything revolves around the customer. They are at the centre, the frame of reference built around them. Everything is shown from their perspective. Their expectation is instant, personal, and contextual. They only want to interact with brands that are authentic, that deliver on experiential, and with whom they can collaborate as opposed to just ‘buy from’. We need to seek emotive engagement and push beyond the functional and transactional. The values of the modern consumer continue to shift; what are other brands and industries are doing to deliver on these values? As AI, Robotics, Metaverse and a maturing Gen Z & Gen Alpha consumer group emerge, the customer connection is set to fundamentally change. You need to know where your customer is, where they are going, and what financial services may need to think about in order to get there before they do. _An understanding of how agility, risk, play, and creativity catalyse innovation at the personal, professional and organisation level.
