T. Scott Gross

After an international corporation asked T. Scott Gross to predict the future of customer service for their clients, Gross found, hidden in the unemployment and foreclosures statistics, a fundamental change in the way the new consumer wants to be served and sold. The Great Recession was an event masking a trend—the vanguard of Generation I—as in ‘Invisible.’

The mantra of Gen I—My Way, Right Away, Why Pay?—is a barebones strategy for anyone who wants to attract and profit from today’s consumer. With extensive research and focus group input, T. Scott Gross will show how to efficiently and effectively sell ‘invisibly’ to today’s challenging consumers.