Across all industries, the Customer continues to take a greater role in shaping the business, influencing our strategies, and expecting more from us.  This past year of COVID, hyper-digitization, and new innovations have accelerated the need to deliver on Customer Experiences of the future – TODAY.  But delivering on those Experiences is more complicated than ever, but not impossible.  This talk will focus on identifying and operationalizing the art and science of human behavior that drive business value through the Customer in the Next Normal.