Archive - Customer Futures

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

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

Targeting ads using Real Time Bidding is now illegal, and how will we know which AI is which?

Plus: What if your bank was built for AI Agents, not people, and the hidden privacy risk no one’s talking about

Jun 16

Your AI Assistant Can Now Testify Against You In Court, and ET Must Not 'Phone Home'

Plus: My hotel is going to need a digital ID too, and the end of the dream for self-sovereign identity

Jun 8

📣 An invitation: The Empowerment Tech Sessions 📣

Real experts. Bold ideas. A new series of live events on the future of the digital customer relationship - and every industry being reshaped by it.

Jun 3

The Browser Wars Are Back, and is LinkedIn becoming the ‘Professional’s Wallet’?

Plus: The Battle For Digital Intent, and Google's move to win agent payments

Jun 1

May 2025

A data portability earthquake is coming - and Empowerment Tech is the fault line (Part 2)

Data Portability was about rights. Now it’s about power, participation - and for those paying attention - profit.

May 22

‘Data portability’ is about regulation… we now need to follow the money to Empowerment (Part 1)

The BigTech players have so far avoided any useful data portability for their users. Is this now an opportunity for Empowerment Tech?

May 16 •

It's not about your digital identity… it's about your *identifiers*

Death to the cookie! Long live the personal tracker! New 'Decentralised Identifiers' are going to be more useful, more portable and more private than…

May 8

Visa's new pathway to Empowerment Tech, and is Google Wallet the next Google Maps?

Plus: Perplexity's browser will track everything users do online, and trust will be carried in your wallet and proven by the people who know you best

May 1

April 2025

The invasive digital profile you never agreed to, and winning at AI agents with user experience

Plus: Our blindspots with MCP (it’s early and complicated), and why do we pick the worst digital tool for the job?

Apr 24

The End of Clicks: When AI Agents Become Your Customers (Part 2)

Will your systems be ready when AI Agents come knocking - not with a query, but with intent in hand?

Apr 22

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