The 2025 Customer Futures Wrap Up
Your favourite posts from the last 12 months, and a huge Thank You to the Customer Futures Network
Hi everyone, thanks for coming back to Customer Futures.
Each week I unpack the disruptive shifts around AI Agents, digital wallets, identity and digital customer relationships.
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To the regular subscribers, thank you.
This week’s newsletter is a wrap-up of the best of 2025, and a huge thank you to you, the Customer Futures Network.
First of all, thanks to everyone who’s been in touch over the last 12 months. Your insights, ideas and introductions have been invaluable.
Second, a huge thank you to everyone who has read these posts and signed up for the newsletter this year. All this writing wouldn’t have been possible without you. Almost 50% of you open every week, which still amazes me.
And finally, thanks to those of you who made it to one of the Customer Futures Events in 2025.
We’ve been from London to Copenhagen, from Sao Paulo to Barcelona, and from Edinburgh to Berlin. It’s been amazing to catch up over a few beers, and to share this mad journey around AI Agents, Digital Wallets and Empowerment Tech.
Across www.customerfutures.com and LinkedIn, there are now thousands of you interested in this very important future of being a digital customer. An empowering customer future.
That blows my mind, but also just shows how far Personal AI, digital wallets, digital ID and data stores have come over the last few years.
Frankly, I can’t keep up with the firehose of all the things. So to wrap up the year, I’m just going to share some of your top posts of 2025.
Wherever you are, whatever your interest or connection to Customer Futures, a huge Thank You again.
Have a great break, and catch you in the New Year.
Now go grab a warming holiday cinnamon latte, a cosy corner, and Let’s Go.
The Top Posts of 2025
Here are some of the top Customer Futures posts that caught your attention this year. The most reads, comments and feedback:
‘Customer Wallet Present’ won’t just transform digital banking, it’s going to revolutionise the digital economy READ
The End of Clicks: What Happens When AI Agents Become Your Customers (Part 1) READ
Is LinkedIn a massive digital ID network hiding in plain sight READ
The biggest identity market is the one you’ve never heard of READ
Is WhatsApp the new front door for AI Agents? READ
A data portability earthquake is coming - and Empowerment Tech is the fault line (Part 2) READ
The OBO problem: who’s really acting on your behalf? READ
Speaking of OBO, look out for the invite to a special Customer Futures Live Conversation on Thursday 22nd Jan 2026.
I also wanted to pull together a couple of my own favourite posts from 2025. Those that sparked some of the most interesting conversations:
A ‘Digital Wallet’ is a terrible name READ
Zuckerberg wants to personalise your digital future - but will it be yours? READ
Starting with digital ID? You’re digging in the wrong place READ
Finally, it’s worth checking out the first few episodes in the new series of Customer Futures Conversations:
18M travellers and counting - the Indian passenger wallet making 75M people smile WATCH
Fixing the £5.5bn crisis in UK social care - one digital passport at a time WATCH
Making sense of UK Digital ID WATCH
Look out for more Customer Futures Conversations coming soon in the New Year.
So that’s it. Thanks again to you all, I hope you have a great break and see you in 2026!
Jamie
p.s. I certainly don’t have all the answers, but between us, we probably do. Get in touch if you’d like help with an AI Agent project or digital ID problem next year. And I’m always up for a coffee or Zoom. Drop me a line…
Ok, that’s a wrap for 2025.
Stay tuned for more Customer Futures in January, both here and over at LinkedIn.
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