This is the first installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. I don’t know about you, but I am already eager to put the phrase “new normal” out to pasture! When most people say it, I hear the pain in their voice and a nostalgic longing for the way things used to be. There’s an “if only” packed into it. If only, we weren’t in this new normal. Or if only, I could have this part of the old normal back. The words new normal are somehow reminiscent of my father’s penchant for saying things like “those good old days.” I hereby decree the words “new normal” no longer are useable, and I declare they shall be replaced with the phrase “better than normal.” Since I’m striking down phrases, I will replace “good old days” with “good new days.” Alas, if only I had that power beyond this simple blog. I make these two proclamations to frame the importance of working to make “now” better than “then” and to make the “future” better than “now.” Let me show you two ways customer experiences are already better than normal.

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“What did the council decide on item 42?” — answered with the speaker and the moment.

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