New sci-fi like technologies are changing the customer experience like never before, and there’s plenty still to come.


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Firstly, thank you to Ana and the amazing team at LinkedIn for asking me to be their keynote to present on the Future of Customer Experience. In a change of gear, and because the pandemic meant we couldn’t meet face to face, every participant was sent their very own coffee and Gin making kits beforehand so they could experience the spirit of the event at home. And it went down a storm.


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During the presentation I discussed the accelerating rate of global disruption and its effect on company strategies and buying behaviours. Then we switched gears and took a deeper dive into what all these changes mean for how companies collect and analyse customer data while at the same time ensuring customer privacy and security, before moving on to how they can use new technologies, such as Digital Humans, to re-imagine the customer experience.


See the virtual keynote in full


We also discussed the importance of culture and vision, as well as new disruptive innovation  frameworks that will help companies both defend themselves and go on the offensive against today’s increasingly powerful tech giants who, as we’re seeing all too regularly now, see every industry as fair game – irrespective of the size or reputation of those industries legacy incumbents.


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All in all it was a great virtual event, with great collaboration and camaraderie, and I look forwards to seeing everyone IRL sometime soon …

About author

Matthew Griffin

Matthew Griffin, described as “The Adviser behind the Advisers” and a “Young Kurzweil,” is the founder and CEO of the World Futures Forum and the 311 Institute, a global Futures and Deep Futures consultancy working between the dates of 2020 to 2070, and is an award winning futurist, and author of “Codex of the Future” series. Regularly featured in the global media, including AP, BBC, Bloomberg, CNBC, Discovery, RT, Viacom, and WIRED, Matthew’s ability to identify, track, and explain the impacts of hundreds of revolutionary emerging technologies on global culture, industry and society, is unparalleled. Recognised for the past six years as one of the world’s foremost futurists, innovation and strategy experts Matthew is an international speaker who helps governments, investors, multi-nationals and regulators around the world envision, build and lead an inclusive, sustainable future. A rare talent Matthew’s recent work includes mentoring Lunar XPrize teams, re-envisioning global education and training with the G20, and helping the world’s largest organisations envision and ideate the future of their products and services, industries, and countries. Matthew's clients include three Prime Ministers and several governments, including the G7, Accenture, Aon, Bain & Co, BCG, Credit Suisse, Dell EMC, Dentons, Deloitte, E&Y, GEMS, Huawei, JPMorgan Chase, KPMG, Lego, McKinsey, PWC, Qualcomm, SAP, Samsung, Sopra Steria, T-Mobile, and many more.

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