Customer Futures

Google's triple threat for Empowerment Tech, and Stripe's AI payments chess move

Plus: Innovation dies in the gap between discovery and execution

Oct 2

2

September 2025

Death to Government Digital ID! Long live Government Digital ID?

Plus: Using a photo of your daughter to promote our app

Sep 25

A 'Digital Wallet' is a terrible name, and ChatGPT just gave everyone access to your calendar and email

Plus: Google's new AP2 protocol uses Verifiable Credentials, and Digital Sovereignty isn’t just a challenge for governments

Sep 18

6

When Nike and Disney disappear, and a new GDPR right for citizens

Plus: Ashtrays in airplanes, and how to win true customer loyalty

Sep 11

5

The OBO problem: who’s really acting on your behalf?

The future of employee digital trust means knowing who's acting ‘on behalf of’ your business

Sep 4 • 

Jamie Smith

5

August 2025

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 • 

Jamie Smith

5

1

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 • 

Jamie Smith

5

1

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

3

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 • 

Jamie Smith

2

3

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 • 

Jamie Smith

6

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

2

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

1