The conversation begins with lessons from Jim’s recent sabbatical before turning to the subject of client-focused business.  After considering the global nature of this client-centrality, the need for a total ecosystem, and shifts in shopper marketing, Andy and Jim look to the future.  Using the cardinal directions of the compass for guidance, Andy asks Jim to explain how he imagines the future will look.  As he covers the compass poles, Jim details what parts of the present business space he expects to see either maintained or left behind, how business finances and purpose will develop, the age of creativity to come, and his hope to see government and business foster stronger complementary roles.  The conversation concludes as Jim fields questions from Molly Rapert’s Walton College students and shares closing thoughts, and as Andy explains what’s next on the horizon for him.

Key Takeaways:

0:43 - Andy provides an introduction to Jim Stengel and the episode ahead.

2:27 - After greeting Jim, Andy jumps right into a question about Jim’s recent sabbatical.

4:32 - When did Jim realize that customer-centrism was a global idea?

7:12 - The conversation turns to building a total ecosystem. 

11:14 - Andy wants to tap into Jim’s sense of the future - using a compass as a guide.

12:08 - First, Andy and Dan look West: What will we leave or take forward?

15:07 - Turning North, the two consider the subject of budget.

18:20 - The COVID-19 pandemic has seen a pivot to focus on purpose.

24:23 - Looking South, what are Andy’s thoughts on the possibility of a golden age of creativity?

28:45 - The East raises the question of hope.

31:13 - Andy asks Jim to field a few questions from college students.

39:19 - What are Jim’s last words to students, and what is Andy looking forward to?

Links:

Learn more about Jim Stengel.

Learn more about Andy Murray.

Learn more about the It’s a Customer’s World podcast.

Learn more about the University of Arkansas and its Customer Centered Leadership Initiative.

Learn more about the University of Arkansas’ business school, Walton College.