Kate reads beauty, wellness, hospitality, finance, grocery, convenience, fashion, luxury and automotive as one connected picture, not separate industries — a bank learning from beauty, a retailer adapting a loyalty mechanic from mobile gaming, an automotive showroom borrowing its customer flow from a five-star hotel.
A cafe chain in North America probably isn’t looking at supermarkets in Seoul or Shenzhen for inspiration on customer experience. Kate is. Not because of a system or a method — after 25 years of paying attention across every sector at once, she simply can’t help noticing the connections other people miss.