Customer Futures

Is BankID ready - or able - to adjust to what’s coming?

Plus: It’s time for digital trust to be as hyped as AI itself

Jul 2

4

June 2026

Getting your (ID) message right is WAY more important than your (ID) tech

Plus: Your biggest AI challenge isn’t the model - it’s getting personal data into it

Jun 25

2

Data Portability (Part 3): Smart Data means Smart Customers - and a completely new economy

How Data Portability, Personal AI and Digital Wallets are changing who gets paid

Jun 11

2

Google Wallet just got an upgrade - and it's a huge moment for business

Plus: Anthropic’s ‘Zero Trust’ paper points directly to OBO

Jun 3

2

May 2026

The Great (Identity) Convergence

The last era organised around communications... next one will be around identity and trust

May 21

3

1

AI agents are not digital colleagues - and you're not ready for what’s coming

About our predictions for AI Agents, and why your business is not ready. Not really.

May 17

5

April 2026

Let’s not throw the (AI accountability) baby out with the (digital ID) bathwater

Plus: Online age checks will disrupt how ID systems work with the web itself

Apr 30

2

Is Apple about to launch ‘Embedded Identity’?

Plus: Know Your Agent (KYA) is not enough to scale Agentic Commerce - there’s a missing piece

Apr 23

2

No one is listening to Steve Jobs’ advice about the EU Digital ID Wallet

Plus: A quiet, but huge announcement by the UK Government on digital ID

Apr 16

3

4

AI Agents will break every “Free Cancellation” policy you have

Plus: Thanks for calling the contact centre - here’s the recipe for a vanilla cupcake

Apr 2

2

March 2026

Will you give your car keys to an AI agent?

Plus: WhatsApp just hit 3 billion users, but travel companies are still sending PDF quotes by email

Mar 26

3

One small step for government… one giant step for Verifiable Credentials

Plus: We’re thinking about AI agents the wrong way - and it means people won’t use them

Mar 12

2