The Future of Customer Experience | The Supper Club, London | Matthew Griffin | Futurist Keynote Speaker – Matthew Griffin

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By Matthew Griffin 311 Leadership Sessions Keynote Presentations 12th March 2021

WHY THIS MATTERS IN BRIEF

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.

Matthew Griffin / About Author

Described by NASA as a "Walking Encyclopaedia of the Future" and one of the world’s most in demand keynote speakers Matthew Griffin, Founder and Futurist in Chief of the 311 Institute, a global Futures and Deep Futures advisory firm, is a multi-award winning Futurist and strategic foresight expert, author, lecturer, mentor, podcast and YouTube host.

With a distinguished career running global business units at Atos, EMC, and IBM today Matthew helps leaders and titans of industry from all over the world explore the impact of the inter sections of technology, culture, and leadership, then helps them create high performance organisations that can continuously disrupt, outpace, and outthink their competition.

15 times author of the hit series the Codex of the Future series Matthew's ability to identify, track, and explain the impacts of hundreds of emerging technologies and trends on global business, culture, and society has earned him a powerful reputation and a roster of clients that include royal households, world leaders across the G7, G20, and G77, and many of the world's most recognised and exceptional organisations including ABB, Accenture, ABN Amro, Adidas, AON, ARM, BCG, Centrica, Citi Group, Coca Cola, Deloitte, Dentons, Disney, Dow, EY, Google, KPMG, Lego, Microsoft, Legal & General, LinkedIn, Nokia, Paramount, PepsiCo, PWC, Qualcomm, RWE, Samsung, T-Mobile, UBS, Visa, WIRED, WPP and hundreds of others.

Matthew is regularly featured in the global media including the AP, BBC, Bloomberg, CNBC, Discovery, Forbes, Khaleej Times, Telegraph, TIME, ViacomCBS, WIRED, and the WSJ, and his mission is to help organisations create a fair and sustainable future whose benefits are shared by everyone irrespective of their ability, background, or circumstances.