Customer Futures

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There are two huge gaps in the digital economy... and no-one is talking about it
Why there's a $bn market right in front of us, but most can't see it
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Jamie Smith
3
75% of advertising is wasted, and who is going to dominate in identity wallets?
Plus: Biometrics are not credentials, The Unwinnable Cost Problem of Identity Verification, and how Humane’s AI Pin works
Saving Steven Bartlett’s passwords, From LLMs to 'SLMs', and a(nother) Masterclass in Personalisation
Plus: What Comes After Digital Wallets, Why Trade Needs Protocols Not Platforms, and Where’s the Catch with a Free Apple Watch?

March 2024

The five big things that Web3 is missing, and how Empowerment Tech will make our lives better
The ideas of Web3 are nearly right, but there’s a much bigger prize if we look beyond solutions, to personal outcomes
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Jamie Smith
Your Personal Agent is going to augment and automate your life... but what happens when it becomes autonomous?
Digital 'PAs' will become the beating heart of digital empowerment - Getting Things Done for digital customers
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Jamie Smith
Here's the mistake you're making with customer engagement: offering one-way trains, not digital cars
We're building the wrong things for digital customers... we need to see what's right in front of us: Empowerment Tech.
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Jamie Smith
1
From digital wallets and data stores, to sovereign agents and personal AI... what does Empowerment Tech really mean?
It's time to unpack 'ET'.. as a trio of Digital Wallets, Data Stores and Personal Agents
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Jamie Smith
3

February 2024

“Ripping” IDs Should Go the Way of CDs, Klarna's AI Assistant and the Future of Loyalty
Plus: Creating a Better Travel Experience for Us All, and Privacy Is Big Business (but we are missing a huge part of the ‘market’)
Data portability is about compliance… we need to follow the money to empowerment
Empowerment Tech might just be a way to finally get data portability moving
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Jamie Smith
2
A Priceless Pass from Mastercard, Google Says Don't Share Confidential Data With Them, and Is This The Year Everyone Gets An AI Agent?
Plus: Acceptance Networks for Self-Sovereign Identity, Face Check from Microsoft and Deepfakes will hurt 30% of organizations’ trust in biometrics
From a guessing game to true personalisation: Empowerment Tech will empower businesses to understand what really matters
Personalisation is like active listening - are business really listening to their customers, or are they just waiting to speak?
Customer Futures Perspective: Personalisation - it's only a matter of time... and of moments
We’re on the cusp of an economic shift, tilting towards the ‘empowered customer’. And it's going to change personalisation forever.
© 2024 Jamie Smith
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