JOIN US FOR THIS FLUXION LIVE:
Forgotten People: Rethinking Change through Customer Obsession
The retail industry has spent decades obsessing over customers, understanding them, listening to them, designing around their needs. But when we shift into transformation mode, that same focus often disappears. This session explores how customer-first thinking can reshape the way we lead change inside our organisations. And why the people we forget, colleagues, users and communities are often the key to whether change lands or fails.
Friday 28 November 2025
12.30pm – 13:30pm GMT
Whether you’re leading a transformation, designing new services, or trying to get teams aligned around real human needs, this session will help you:
Put real people back at the Centre
Learn how to apply retail’s best lessons loyalty, feedback, journey design to your internal change work
Balance needs, not just numbers
Discover ways to align business priorities with what people actually need and experience
Make personas real again
Move beyond workshop exercises and surface-level empathy bring people into strategy, not just delivery
Avoid 'top down' tunnel vision
Spot the silent gaps that emerge when change is built around systems, not people
Design change that resonates
Explore how to create experiences not just processes that make sense to those living through change
Sustain engagement over time
Hear how customer-obsessed organisations build trust, momentum, and feedback loops that actually work