On April 5th, we launched our latest white paper on the New Rules for Reinventing your Business Model to Drive Customer-Centricity. Despite the pandemic, the ranks of the wealthy around the world continue to grow in size. Younger affluent consumers are digital natives. They have dramatically different expectations and are redefining what “customer-centricity” actually means. The brands that will flourish are those that approach their business model reinvention from the perspective of these new customers with deep empathy, and create internal systems that cultivate trusted, emotionally intelligent relationships. Building a customer-centric culture used to mean adopting best practices. Today, it means reinvention and measured risk.