The Tiger and the Rabbit

1Getting Started

Backstory

EdgyMaven had been on top of the ratings for customer experience for the five short years it had been in business. In fact, it had won numerous awards for how engaged its community was, how many “love” notes it had received on its team's support and how much its customers were “selling” to other prospects for it. In fact, sometimes it felt like the team didn't have to do any marketing at all!

However, somewhere along the way, leadership got overconfident in the company's success. They started depending on surveys, and the executive team didn't have time for customer meetings. Even though they were located in the heart of innovation—Austin, Texas—they had stopped innovating on the experience that they delivered. Once leading in experiences through new and emerging tech, EdgyMaven was now viewed as being behind the curve.

Customer experience is the last form of true competitive advantage. And with EdgyMaven now struggling in that area, they had brought in V to help them reshape the way that they thought about the customer and how to serve them best leveraging some of the concepts of the new internet.

The New Internet

The new internet was a nebulous concept to be sure. Some called it Web3 or the metaverse with a little bit of artificial intelligence (AI) sprinkled on it. It was always explained in tech terms. Since the user experience of the new internet is much more immersive, V wanted to dive deep to really understand its potential power. Currently, ...