Nancy Rademaker focuses on how customer experience changes when technology stops being novel and becomes ambient. A customer experience futurist and author, she examines how AI, platforms, and digital ecosystems reshape what customers expect, often faster than organisations can respond.

Nancy explores how convenience, speed, and personalisation quickly become baseline expectations, and where organisations lose relevance by designing for the past. She helps leaders understand how emerging technologies alter customer behaviour, trust, and tolerance, and what must change in service design and operating models to keep pace.

Her talks are energetic and commercially grounded. They focus on preparing leaders for the next shift in customer expectations, designing experiences that remain intuitive and human as technology becomes more pervasive.