Customer Reinvention

In times of turbulence, people and organizations often focus on their own problems—assuming customers remain relatively stable. But in the BANI world (Brittle, Anxious, Nonlinear, Incomprehensible), customers are changing just as rapidly.

Their expectations, behaviors, and identities are constantly evolving. To stay relevant, we must rethink the customer—not just as a user or consumer, but as an active participant in transformation.

Customer reinvention means reimaging how we see, support, and co-create with customers in a world defined by change.

Customer - A New Level in a BANI Era (read the LinkedIn article)