We are all customers on a journey, to discover, evaluate, , buy, and use things, but technology is changing our experience beyond all recognition.


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Firstly, thanks you to Kimmo for inviting me to be the keynote at this years Valmet global marketing summit where, along with Salesforce, we looked at how the global pandemic and technology are changing customer buying habits, the customer experience, and the customer journey – and the effect that all these have on B2B and B2C marketing behaviours  and methodologies.


Futurist keynote, London: The Future of Artificial Intelligence, British Museum


During my keynote I discussed the Future of the Customer Journey, and the disruptive opportunities and threats that new technologies, such as conversational artificial intelligence (AI) and digital humans will have on customer buying behaviours, and how organisations will be able to digitise customer experiences that were only previously available as physical ones via augmented and virtual reality.


The Future Customer Journey, by Keynote Matthew Griffin


I also showed the audience how new forms of bleeding edge AI’s and gaming engines that can auto generate photo realistic hyper personalised advertising and marketing content at global scale for cents on the dollar which, once mature, will do nothing less than revolutionise the entire industry.


Futurist keynote, Reading: Adapt or Die, Cherwell European Conference


And then we bought a car with our face, with time, with crypto, before we had to repeat the journey all over again.

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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