Everything you need to win in the experience economy

The customer remains the single most important component on the CEO’s strategic agenda.

Over time customer-centricity will become one of the critical success factors of every change programme as companies shift from product and service-centric thinking to a genuinely customer-centric philosophy across their business.

But right now?

leadership

Real world delivery

REAL WORLD DELIVERY is mostly sub-optimal with 95% of companies missing significant opportunities

stairs

Shifting current perceptions

SHIFTING CURRENT PERCEPTIONS is key. CX is wrongly looked as an interface and as a result, the customer is not central to most organisations

employee engagement

Engaging everyone

ENGAGING EVERYONE in the organisation will be critical to driving a customer-centred culture and developing an understanding of your customers that eclipses that of your competitors

Welcome to The Next Ten Years.

We believe in the power of customer-centricity but recognise that it has not yet delivered to potential for most companies. We also believe that a customer-centric competitive edge requires “next practice” thinking and techniques supported by a customer-obsessed business culture.

At The Next Ten Years our mission is to help companies in their customer transformation goals: to identify great customer-led practices, to implement them and to make customer-centricity central to everything they do.

We empower their people to challenge the status quo, showing them how to create a culture of extraordinary employee engagement and transform the relationship between employees and customers into a powerful partnership capable of achieving remarkable results.

We work with our clients to create superior outcomes and experiences for customers across their whole journey, attract new customers and retain old ones who will spend more and tell everybody along the way.

Creating exciting, engaged and empowered customer-centric companies is what we do.

What we do

Consulting

Building long-term mutually profitable relationships with our clients by providing great results and advice from diagnostics right through to delivery.

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Speaking & Conferences

Speaking with impact for your event: Telling powerful stories to shift the needle on Customer & Employee Experience, Leadership, Culture & Entrepreneurship.

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Interactive Workshops

Masterclasses, live labs and workshops designed not only to provoke and inspire thinking but also to equip you to produce successful outcomes for all of the people in and around your organisation

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E3: Our Centre of Knowledge & Expertise

A blend of education, advice, delivery, knowledge and certifications supporting customers & practitioners to leverage opportunities and solve challenges.

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Insights

Has your CX transformation stalled?

The good news is that you’ve embarked on a customer experience transformation journey. The bad news is that you don’t think your organization has evolved …

The risks of taking loyal customers for granted

One would always assume that the more loyal the customer, the better service they may expect to receive from the organisation they have been so …

Would NPS be better if its scale only had three numbers?

A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before …

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What our clients say …

Successful organisations of the future will put the customer at the heart of everything they do.

Get in touch to find out how we can help.