The New Consumer
summary
One-line status check: a merged telco is running with 47 million subscribers and treats the deal as a once-in-a-lifetime chance to digitalize processes and move from 24-month silence to real-time daily interaction; insurers prototype device-driven covers, even insurance by the hour, paired with a promised personal data “key”; platforms push brands to publish content (Tumblr examples, Diesel campaign) while community tools and analytics (Lithium with ~400 brands) surface customer insight — Migros reports 40 million CHF from crowdsourced ratings — and Europe tightens privacy, forcing engineering and product tradeoffs.
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chapters (20)
- 0:00New consumer landscape
- 2:13Customer expectations in real time
- 4:01Brands as publishers
- 6:28Trust shifts to peer validation
- 7:34Regional consumer behavior
- 10:23Authentic local content
- 13:10Personalization vs data privacy
- 15:42Mindset shifts in Europe and US
- 17:28Data privacy awareness
- 21:44Big companies innovate
- 24:52Demographics and digital skills
- 27:00Engage all digital consumers
- 28:47Real-time interaction urgency
- 30:15Personalized insurance vision
- 32:02Agile transformation
- 33:51Internal reorganization
- 34:32Change and emotional experiences
- 36:40Consumers as creators
- 37:42High-frequency insurance interactions
- 39:08Conclusion
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