Archive - Customer Futures

The invasive digital profile you never agreed to, and winning at AI agents with user experience

Plus: Our blindspots with MCP (it’s early and complicated), and why do we pick the worst digital tool for the job?

Apr 24

The End of Clicks: When AI Agents Become Your Customers (Part 2)

Will your systems be ready when AI Agents come knocking - not with a query, but with intent in hand?

Apr 22

The End of Clicks: What Happens When AI Agents Become Your Customers (Part 1)

Why the real future of AI isn’t chat - it’s autonomous systems negotiating commerce behind the scenes

Apr 17

'Customer Wallet Present' won't just transform digital banking, it's going to revolutionise the digital economy

How a clever new anti-fraud feature from the UK banks might just completely transform our online interactions

Apr 10 •

Destroying customer trust one small screen at time, and what do verifiable credentials really verify?

Plus: A new kind of DPI: ‘Digital *Private* Infrastructure’, and we urgently need the opposite of today’s version of the Internet

Apr 3

March 2025

Don’t be the ‘dog's arse of software design’, and most digital products are misunderstood

Plus: The elephant in the European Digital Identity Wallet room, and AI agents are getting pretty powerful… and that’s before we connect them to your…

Mar 27

The biggest identity market is the one you’ve never heard of

'Organisation Identity' will unlock a massive digital economy shift that few can see right now... but one that will change everything

Mar 20 •

Maybe your Personal AI needs to forget, and does a government really issue identity, or just endorse it?

Plus: Can Edelman’s Trust Barometer predict the adoption of digital wallets, and (Another) Global Human & AI Network

Mar 13

Is LinkedIn a massive digital ID network hiding in plain sight, and The New (Travel) Agents

Plus: The days of entering long forms at checkout are numbered, and why you (probably) won't be able to pay with the EU Digital Identity wallet anytime…

Mar 6

February 2025

AI talking to humans will be like humans talking to trees, and who benefits from the friction in user journeys?

Plus: Document scanning is dead (edition 74), and while Big Tech celebrates AI profits, they're really celebrating control over your consumers

Feb 27

Being digitally guilty until proven innocent, and GOV.UK’s new digital ID wallet isn’t a wallet - it’s useful

Plus: Lessons from IATA’s Digital Identity Pilot with Cathay Pacific, and starting the Digital Identity year with a bang

Feb 20

What if the issue with AI isn’t privacy, it’s intimacy, and the asteroid that's about to hit digital advertising

Plus: Designing ‘Ambient Agents’, and the world’s most powerful lie detector - now working for you

Feb 13

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