I’m kicking off 2026 with a shift that’s quietly changing the way we do business. In this bite-sized solo episode, I reflect on my Word of the Year: Community. And what it means for the online space, the rise (and fall) of self-paced resources, and why real human connection is back in the spotlight.

Tune in to hear how I’m reshaping my offers and showing up differently this year, from evolving my 1:1 services to infusing more connection into my signature membership, Retention Lab. Whether you're feeling the pull towards more meaningful conversations or are just tired of figuring things out alone, this episode will meet you where you're at.

What We Cover:

• The shift away from DIY, self-paced resources in 2025
• How AI is accelerating the demand for human-first experiences
• My Word of the Year and what it means for my business
• What’s changing in Retention Lab (especially at the Starter level)
• An invitation to build, brainstorm, and grow together in 2026

View the episode transcript here.

Where to from here?

Join Retention Lab🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!

Find out how you can get my strategic customer experience brain on your brand here.

Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!

Check out my favourite CX tools and resources here.

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