Customer Futures

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

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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

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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

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Are banks ready for when customers get their own AI?

What changes when customers become a thousand times smarter overnight?

Mar 6

3

February 2026

Will agentic commerce be the next Amazon?

Plus: What if we don’t just have seamless check-out, but seamless check-in?

Feb 19

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The shift to agentic commerce won't wait for your strategy slides

Trusted Agents is the Situation Room for leaders under pressure

Feb 12

January 2026

Personal Agents will become our default digital customers - but what will they do?

When AI Agents become the beating heart of digital customer engagement, what will it feel like?

Jan 29

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ChatGPT gets ads, but you’ve missed the bigger revenue story

Plus: Google just announced Personal Intelligence, and Empowerment Tech just got into 1st gear

Jan 22

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3

Mum, can we keep the baby (AI) tiger?

Plus: The SSI pitch that worked 2 years ago doesn’t work anymore, and Agentic AI’s Biggest Consumer Moment Is Almost Here

Jan 15

3

I love sushi, but don’t box me into your crappy marketing segment - my Personal Agent doesn't care

Plus: It’s time to wake up and smell the (customer experience) coffee

Jan 8

3

December 2025

The 2025 Customer Futures Wrap Up

Your favourite posts from the last 12 months, and a huge Thank You to the Customer Futures Network

Dec 18, 2025 • Jamie Smith

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LONDON TONIGHT: Customer Futures Christmas Drinks... and the new AI Agents meetup

Why not come along tonight to our annual Christmas drinks event, and check out our new 'Trusted Agents' meet-up in the afternoon

Dec 10, 2025

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