Our Thinking

Pioneering new ideas and thinking

Provocative thinking, transformative insights, tangible outcomes. Hear how businesses have transformed how they work, how they engage and how they bring value to customers, employees and communities.

Our Latest Thinking

The new motivations for “Reimagined” consumers

Reimagining the communications customer experience

Reimagining the health customer experience

“Global consumers have new motivations beyond price and quality. They are ready to abandon brands that don’t support their reimagined values—and pay more for those that do.”

- Life Reimagined

Reimagining the banking customer experience

Reimagining the insurance value proposition and customer experience

The five experience reimagination opportunities in retail

“Great experiences are no longer a nice-to-have—they’re a necessity for business survival.”

- Business of Experience

From CX to BX – the future of business is here

2020 disrupted life as we knew it – Fjord Trends maps the future from here

Fast-track to future-ready marketing

“The events of 2020 upended much of what we took for granted and now we must help people solve challenges on their own terms. How do we map new territory?”

- Fjord Trends 2021

Built for Change podcast – We're talking to CEOs who are rethinking customer experience

The future of customer conversation is more than words, more than AI

Business Futures 2021 — Signals of change

“What do modern shoppers expect? What will delight them? Now is the time for retail brands to ambitiously reimagine their relationships with customers.”

- The Retail Experience Reimagined