Whew. Getting in front of the media is always interesting, but it’s been about 8 years since my last major “on-stage” job. So it was bit of fun when I was interviewed for the new media blog talk radio for my upcoming talk at IQPC’s Customer Experience Forum, March 22-24 at the Trump International Beach Resort in Miami, FL.
During the interview I highlighted some of the research I have been doing on the “Branded Associate Owner” and trends such the “Lady Gaga” approach to brand and iGen “could care less about the branch”. The thesis is fairly simple. Rather than fight the trend to mobility banking, figure out the next generation of what branch (or store) delivery needs to become to make it highly relevant (and be ready to shift in the next 1-4 years).
Thanks to Joe Wheeler and the team at the Service Profit Chain Institute for helping me with their best thinking on SPC Generation 2.
Have fun!
