The future of CX is personalised, real time, and convenient, obviously, but what happens when Creative Machines can make you the perfect product on demand before you even ask for it?


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Firstly, I would like to thank Warren, and Monica at The Supper Club, a members only networking club that brings thousands of the UK’s top CEO together to share business and investment advice, for inviting me to be this years keynote at their annual summit in London, which, yet again because of COVID-19 was held virtually.

Just ask any government and they, as Tony Danker, CEO of the UK Confederation of British Industry (CBI) recently told me, will tell you that SME’s are the life blood of every economy, and during the pandemic many of them have been hit especially hard so it was a privilege to be able to share my own expertise and point of view on their topic of choice – the Future of Customer Experience. And we looked all the way out to 2040.


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Even before the global pandemic drove more people’s entertainment and shopping habits online dramatic leaps in technology, from the power of our smart devices and the speed of our networks, to the resurgence of Artificial Intelligence and Augmented Reality, meant that the customer experience as we used to know it was already changing faster than ever before.


See the virtual keynote in full


As companies innovated on top of increasingly cheap and ubiquitous technologies, such as cloud, and digitised their businesses and products, customers everywhere found themselves being able to do anything anywhere in real time – from having a health check up in the middle of a field right through to trading shares and learning new things from the comfort of their gardens.


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Today we live in a world where real time is the new minimum, where zero is the new effort, and where hyper personalisation is the new expectation. But there’s so much more around the corner, and that’s what I cover in this keynote so sit back, enjoy it, and if you have any questions then just ask Ana my digital human – after all, I’m in the garden trading shares while ordering a drone delivered pizza. Awesome.

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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