ReThinking CX 1

11th October 2026

Welcome to the inaugural episode of ReThinking CX, hosted by Simon Fraser & Simon Hedaux, where customer experience meets productivity at the intersection of emerging technology, operational strategy, and consumer behavior. In this episode, the hosts unpack the key macro forces shaping the modern business landscape—exploring how AI agents are transforming retail, why climate change is becoming an operational imperative, and how brands can avoid the trap of experience homogenization.

Key Topics Covered:

Moving Beyond Pure CX Metrics: Why organizations need to look past rigid NPS and employee experience (EX) scores to focus on genuine brand identity, employee behavior, and understanding the root “why” behind customer actions.

From SEO to GEO (Generative Engine Optimization): Understanding the consumer shift toward generative AI tools (Gemini, ChatGPT, Copilot) for recommendations, and why brands must provide deep product data and crawlable site infrastructure to enable frictionless, agentic AI transactions.

The Operational Impact of Climate & Weather: How rising temperatures and prolonged heatwaves affect labor productivity, supply chains, transport infrastructure, and store-level operations—and why resilient infrastructure investment is becoming essential for business continuity.

The Threat of Brand “Same-ness”: Analyzing the risk of experience homogenization caused by over-reliance on algorithms, shared playbooks, and trend-chasing—drawing parallels from sports analytics, consumer goods, and entertainment.

Adam Mastroianni. The Decline of Deviance links:

https://www.experimental-history.com/p/the-decline-of-deviance

https://www.experimental-history.com/p/the-decline-of-deviance-2