What customers really want (and it isn't more choice)

Sally PattenBOSS editor

Updated Jun 10, 2019 – 10.31am, first published at 10.28am

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It’s all very well for organisations to say they are becoming more customer-centric, but what are those customers like and how do they behave?

During a recent trip to Australia, digital transformation specialist and former Microsoft executive Nancy Rademaker gave some insights into the customers of the 21st century.

Sally Patten edits BOSS, and writes about workplace issues. She was the financial services editor and personal finance editor of the AFR, The Age and the Sydney Morning Herald. She edited business news for The Times of London. Connect with Sally on Twitter. Email Sally at spatten@afr.com