Customer Futures

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Plus: It’s time for the Great Customer Reset... and much more

Nov 13

1

A wolf in sheep’s clothing? Zuck just kicked the AI platforms off WhatsApp

Plus: Agentic commerce 'cat and mouse' just got real - and Amazon is not happy

Nov 6

2

1

October 2025

The new vital AI fraud signal: ‘Customer Present’ vs. ‘Customer NOT Present’

Plus: Rethinking employee password resets with the EUDI Wallet

Oct 30

1

Fixing the £5.5bn crisis in UK social care - one digital passport at a time

How one woman is pioneering a new digital, portable profile for care workers… and fixing the UK care system while she’s at it

Oct 23

Making sense of UK Digital ID: a new Customer Futures Conversation

Welcome to the first in a new series of expert conversations about digital ID, digital wallets and Personal AI

Oct 16

2

Starting with digital ID? You're digging in the wrong place

What Indiana Jones and some Stanford students can teach us about digital ID and digital wallets

Oct 9

6

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

7

1

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

6

1

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