Future-Proofing Your Business: Insights from Zig Serafin and the Consumer Trends Report

Keith Bilous discusses how to future-proof your business by adapting to market changes and clarifying your purpose. The episode emphasizes continuous innovation, fostering self-awareness, and investing in talent. It covers the importance of a growth mindset, performance metrics, and customer obsession as the new customer service. Insights from Zig Serafin of Qualtrics and the Consumer Trends Report are shared, along with strategies for leveraging customer experience to improve operations and treating employees as valuable customers. The episode concludes with thoughts on creating a virtuous ecosystem. (0:00) Welcome and introduction to future-proofing your business (0:26) Adapting to market changes and clarifying business purpose (1:38) Embracing continuous innovation and fostering self-awareness (2:53) Talent investment and employee identity (4:15) Growth mindset and performance metrics (5:27) Summary of future-proofing strategies (5:46) Customer obsession as the new customer service (6:33) Conversation with Zig Serafin of Qualtrics and insights from the Consumer Trends Report (7:53) Leveraging customer experience to improve operations (8:47) Treating employees as valuable customers (9:34) Creating a virtuous ecosystem (10:28) Closing remarks on customer obsession (10:52) Episode wrap-up and goodbye