During the 2018 Teleperformance Leader Insights Forum in Dubai and Amsterdam, I shared the foresight that customers are taking life (and commercial) matters into their own hands. Literally and metaphorically. This empowerment fundamentally calls for a re-design of your brand’s customer journey, and a re-assessment of the strategic and tactical roles of your marketing, customer experience and sales professionals. Yesterday your customer changed. Now it must be your turn.