Kristoffer Okkels

This presentation provides a crystal-clear picture of some of the major shifts in consumer behavior taking place today. It’s the perfect choice if you’re embarking on a strategic process, need to kickstart an innovation project, or simply want a solid dose of outside-in inspiration. The five trends can be tailored to your needs, but they could, for example, address customers’ seemingly ever-increasing demands for convenience, the next level of data-driven and contextual personalization, the importance of responsibility in all aspects of the customer experience, navigating a chaotic channel landscape, and how entertainment is becoming a critical competitive factor.

The biggest challenge facing companies today is understanding and keeping up with their customers’ expectations. Most organizations evolve in a linear fashion, but customer expectations certainly do not. And those expectations are shaped by all the impressions and experiences we have as people when we work, travel, and shop around the world. When it comes to understanding your customers’ expectations, you can therefore forget about your usual competitors. Here, it’s Google, Apple, Amazon, and 1,000 other large and small companies that set the bar. And that bar is being raised day by day. In this talk, you’ll get a crash course in understanding your customers’ expectations. You’ll be treated to plenty of practical examples of innovations that have quickly created new expectations and turned entire industries upside down. So forget the attention economy for a moment and say hello to the expectation economy.

In many industries, digital sales now account for 30–40–50% of total revenue. Of course, you’re well aware of this if you’re a savvy retailer or brand. But since you’re reading this, you’re probably also interested in getting a sense of what the next wave of customer expectations will mean. In this post, you’ll get a tour de force of some of the trends shaping customer expectations in the coming years. From virtual channels and synthetic sales agents to AI-optimized personalization and playful in-store experiences. To name just a few of the ingredients in the next shopping experience. The presentation can, of course, be tailored to your situation and needs.

These days, there aren’t many corporate strategies that don’t “put the customer first” or otherwise try to signal that they’ve caught on to the importance of customer experience. But what does that actually mean, and what business development opportunities are available if you are truly customer-centric? This is one of the questions this presentation addresses, for example by examining

1. How to Use Data and AI to Create More Transparent Subscription and Billing Models
2. How to turn your loyal customers into ambassadors to the point where they act as a sales channel
3. How to view yourself more as a procurement facilitator than as a company that sells goods
4. How excellent customer service can give you a significant competitive edge.

The presentation can, of course, be tailored to your specific situation and needs.

Following the digital acceleration of the past decade, a countertrend is quietly emerging. We are seeking out analog experiences, a slower pace of life, and human connection. In fact, 64% are willing to pay 10% more for personalized service. In this talk, which is relevant for everyone but especially the travel, culture, and lifestyle industries, we’ll explore a number of ways this phenomenon is unfolding. This could involve, for example, facilitating a slower pace. Like the Dutch supermarket that has introduced “conversation lines,” or the Swedish hotel where the lobby has become a mobile-free zone. Or by using customers as ambassadors. Not (just) on Instagram, but in the real world. Like the cargo bike brand Babboe, whose customers make their bikes available to potential buyers. Or by incorporating humanity into digital interfaces. Whether that means authenticity on LinkedIn, video chat with customer service, or live shopping with real customers.