david paradis

Mobile has reprogrammed your customers' brains. Your customers now turn to their smartphones for everything. What’s tomorrow’s weather? Is the flight on time? Where’s the nearest store, and is this product cheaper there? Whatever the question, the answer is on the phone. This Pavlovian response is the mobile mind shift - the expectation that I can get what I want, anytime, in my immediate context. Your new battleground for customers is this mobile moment - the instant in which your customer is seeking an answer.

You always knew digital was going to change things, but you didn’t realize how close to home it would hit. In every industry, digital competitors are taking advantage of new platforms, tools, and relationships to undercut rivals, get closer to customers, and disrupt the usual ways of doing business. The only way to compete is to evolve. James McQuivey of Forrester Research has been teaching people how to do this for more than a decade. He’s gone into the biggest companies, even in traditional industries like insurance and consumer packaged goods, and changed the way they think about innovation.