Launch for New 'Customer Salience' Consultancy Rewired

Researchers from UK company FlexMR have announced the launch of a new consultancy, Rewired, which aims to help clients close the gap between customer understanding and properly resourced, embedded customer-centric decision-making.

The consultancy is led by FlexMR Chief Executive Paul Hudson, with support from Maria Twigge and Ed Hill. Hudson grew FlexMR out of a previous research and consulting company, Intersperience, of which he was CEO from 2007. FlexMR has been an independent company since 2014, launched an integrated platform called InsightHub in 2018 and continues to innovate, with two new practices added at the beginning of this year. Twigge is a longstanding FlexMR Director and Hill joined the company in 2024 from Human8.

Hudson's - and FlexMR's - work has often focused on the importance of embedding customer influence in organisational strategy, and Rewired takes this on. It defines Customer Salience as 'the likelihood of decision-makers to consider customers in moments that matter.' Rewired aims to work with marketing, insight and CX leaders to address the organisational barriers that prevent this from happening, rewiring decision-making. Its approach is built around three distinct phases:

• Diagnose: Mapping the people, processes and culture that influence how customer understanding travels through an organisation;
• Transform: Developing the strategies and organisational capabilities needed to integrate customer understanding into business culture and decision-making; and
• Embed: Building the systems and behaviour that keep customers top-of-mind in day-to-day decisions.

'Many teams have the ambition to drive customer-centric culture,' says Hudson, 'but ambition alone doesn't change how businesses operate. Established processes, internal priorities and organisational politics can all stand between what a business knows about its customers and the decisions it actually makes. Customer Salience gives us a way to address that challenge. It's about making customers an active force in decision-making, not just something businesses talk about. Rewired exists to help leaders make that shift.'

Web site: www.getrewired.net .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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