Unthinkingcx

The new consumer. Powerful, discerning, individualistic, private, and socially conscious. They are making or breaking technology adoption, indifferent to brands that don’t meet their wants or values, and searching for attributes elusive in a digitised world - authenticity, emotion, and human contact. On my substack free newsletter, I unwrap consumers new values around owning, consumption, and what brands now mean to them - and new strategies for CX to stay future relevant.