When the world fragments, value fragments
Why commercial clarity now depends on local empathy
In a world where markets and mindsets are diverging, empathy becomes a commercial necessity. Understanding how value feels is now central to sustainable growth.
Q+A: When AI stops listening
An in-depth interview with our partner, Patricia Faur
As organizations race to embrace AI and automation, many are discovering that efficiency alone is not a winning strategy.
A basket of needs and dreams
How luxury and staples are sharing mind space
Companies can unlock value by understanding the emotional content of purchase decisions as cautious consumers balance thrift and indulgence.
The emotional bank switch
In today’s cost-of-living squeeze, customers stay where they feel understood
Against the backdrop of rising bills and tighter budgets, customers are not just switching banks. They’re switching off. The real opportunity lies in designing loyalty around trust, recognition, and relevance.
Overcoming the loyalty trap
How customer value is lost – and found
Customers rarely leave in a dramatic exit. They drift. They open your emails a little less often. Log in less frequently. Ignore the last upgrade prompt. By the time they click “cancel”, the decision has already been made.
Healthcare access takes center stage
Equitable access to healthcare is becoming a priority
Pricing reform and regulatory pressure are reshaping healthcare. Growth now depends on designing access into commercial strategy from the start.
Board-level empathy in an age of constraint
The next phase of growth demands empathy rooted in industrial reality
The world’s industrial giants are investing billions in decarbonization and cleaner operations. Yet across Europe, growth is increasingly shaped by structural constraints. Meeting this challenge requires board-level empathy grounded in economic realism.