Archive - Customer Futures

Stop designing CX for customers - start designing it with them

The 'inside-out' CX model is running out of road - businesses now need to co-create experiences with empowered customers

Aug 14 •

Zuckerberg wants to personalise your digital future - but will it be yours?

The next decade will define whether AI actually empowers people or just the platforms

Aug 7 •

July 2025

Sam Altman just took down the electric fence at Jurassic Park, and there’s a (customer) elephant in the room about to roar

Plus: Brands are now promoting 'AI free' experiences, and no, we’re not trusting autonomous AI Agents any time soon

Jul 31

The next disruption in CX? It’s the customer themselves

When customers bring their own digital tools to the customer experience, everything changes

Jul 24 •

Is WhatsApp the new front door for AI Agents?

The quiet disruption coming to business messaging... and I'm not sure folks are ready for what comes next

Jul 10 •

The USP for the EU Digital Identity Wallet, and AI Agents are the new users

Plus: Your AI Agent will probably blackmail you, and when will the digital ID market take off?

Jul 3

June 2025

What if you book a summer holiday that doesn’t exist?

Forget flight delays - the real travel nightmare coming is your AI agent getting scammed

Jun 26

Targeting ads using Real Time Bidding is now illegal, and how will we know which AI is which?

Plus: What if your bank was built for AI Agents, not people, and the hidden privacy risk no one’s talking about

Jun 16

Your AI Assistant Can Now Testify Against You In Court, and ET Must Not 'Phone Home'

Plus: My hotel is going to need a digital ID too, and the end of the dream for self-sovereign identity

Jun 8

📣 An invitation: The Empowerment Tech Sessions 📣

Real experts. Bold ideas. A new series of live events on the future of the digital customer relationship - and every industry being reshaped by it.

Jun 3

The Browser Wars Are Back, and is LinkedIn becoming the ‘Professional’s Wallet’?

Plus: The Battle For Digital Intent, and Google's move to win agent payments

Jun 1

May 2025

A data portability earthquake is coming - and Empowerment Tech is the fault line (Part 2)

Data Portability was about rights. Now it’s about power, participation - and for those paying attention - profit.

May 22

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