Customer Futures

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Customer Futures Perspective: I don’t just want my bank to fight fraud - I want my digital wallet to help too
Monzo Bank's new 'Call Status' feature is a breakthrough. But what else becomes possible if we fight fraud with our digital wallets too?
The EU's New Digital Gatekeepers, Why Slow Digital Marketing is Like Slow Juicing and RegTech's Quiet Backdoor to Wallet Adoption
Plus: Why Online Advertising Will Get Better by Killing Cookies, Engagement Banking and Is Web3 Loyalty a Buzzword or Breakthrough?
August 2023
Customer Futures Perspective: It's not about your identity - it's about your *identifiers*
Death to the cookie! Long live the personal tracker! New decentralised identifiers will be more useful, more portable and more private... and won't…
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Customer Futures Stories: AI is clumsy, disrespectful and biased (again), Vitalik Buterin on biometric proof of personhood, and giving…
Plus: The state of the art in digital wallet UX, why loyalty and trust are not the same thing and will "Customering" replace Marketing?
July 2023
Customer Futures Edge: The Marketing Funnel Funeral
From dusty marketing funnels to dynamic flywheels that attract, engage, and retain superconsumers
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Jamie Smith
Customer Futures Perspective: 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.
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Jamie Smith
Customer Futures Digest: Passing the “gun to the head” test, streaming digital trust and using customer wallets for messaging
Plus: 80% of UK bosses feel 'morally uncomfortable' about data use, Google Play accepts NFTs, and creating a Globally Valid Privacy Notice
Customer Futures Stories: What if browsers are the Next Big Thing, digital obsession is killing customer service and Apple opposes encrypted…
Plus: Who benefits from customer friction, the EU Parliament strikes a deal on European digital identity and Microsoft and OpenAI are sued for $3B over…
June 2023
Customer Futures Perspective: digital wallets and personal AI will turn the insurance sector upside down
What happens when customers themselves send digital shockwaves across the entire insurance supply chain?
Customer Futures Stories: The risks of adopting verifiable credentials, how AI will make customer experiences worse and the road to…
Plus: Big Tech isn’t prepared for AI’s next chapter, how Consumer Data Rights are driving innovation and the sweeping implications of the EU’s AI Act
Customer Futures Stories: A breakout week for digital ID, Apple’s personal AI prototype and 250 organisations work together on a digital…
Plus: Salesforce on the ‘AI Trust Gap’, WEF promotes decentralised identity and Vitalik Buterin on why Web3 is broken
Customer Futures Perspective: Insurance as a 'future you' machine
Today’s insurance companies are designed to minimise risks for the business. What if customers could run their own risk models too?
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© 2023 Jamie Smith
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