Customer Experience

The ideas, innovations and experts that will help shape the future of customer experience through 2030 and beyond

Brand Watchdogs

Will businesses soon start employing AI's to keep themselves honest?

Tomorrow’s Textiles

Our rundown of H&M Foundation’s Global Change Award 2018 winners.

Material Ethics

Designer Christina Haxholm discusses how synthetic biology can create a more sustainable fashion industry.

Can technology save the bank as we know it?

Can technology save the bank as we know it?:

Consumers’ on-the-go lifestyles have driven demand for convenience in all aspects of daily life, but as banks try to keep up are they...

 Finance : China : Banking
Wearables of the future could be made of biosmart materials
Video

Wearables of the future could be made of biosmart materials:

Puma’s global director of innovation Charles Johnson on the brand’s recent collaboration with MIT Design Lab and how biodesign could be...

 Puma : Wellbeing : Biodesign
How AI inspectors could safeguard consumer expectations

How AI inspectors could safeguard consumer expectations:

Through the lens of a fictional future scenario, we explore how technology is driving key behavioural shifts among brands and...

 Customer Experience : Far Futures : Scenario
How robots are transforming the travel and hospitality sectors

How robots are transforming the travel and hospitality sectors:

Service robots are appearing in a range of contexts from airport departure lounges to restaurants and hotels.

Hospitality : Travel : Technology
Does Pepper the robot represent the dawn of hospitality bots?

Does Pepper the robot represent the dawn of hospitality bots?:

Jonathan Boiria from Softbank Robotics discusses how its robot Pepper will infiltrate the West.

 Hospitality : Travel : Technology
Navigating the ethics of lab-grown materials

Navigating the ethics of lab-grown materials:

Designer Christina Haxholm discusses how synthetic biology can create a more sustainable fashion industry, and brands can help propel...

 Fashion : Biotechnology : Materials
Future textiles will be made from seaweed and dissolving thread
Video

Future textiles will be made from seaweed and dissolving thread:

The winners of H&M Foundation’s Global Change Award 2018 are pioneering circular processes in the fashion supply chain, using...

 Fashion : Sustainability : Circular Economy
Synthetic Leather Market
Video

Synthetic Leather Market:

Synthetic leather is evolving from low-quality, environmentally damaging pleather to a luxury staple for eco-conscious fashion brands.

Fashion : Apparel : Sustainability
Preston Lewis on encouraging exercise through gamification
Video

Preston Lewis on encouraging exercise through gamification:

The co-founder of Black Box VR discusses virtual reality gyms and their potential impact on consumers who want to raise their fitness...

 Health And Wellness : Health : Wellness
Will brands start selling digital apparel in video games?

Will brands start selling digital apparel in video games?:

Innovators are looking to the blockchain to create a universal marketplace for in-game items.

Gaming : Digital : Retail
The challenges of establishing autonomous retail in China

The challenges of establishing autonomous retail in China:

Joshua Xiang, executive vice-president of R&D at Suning Commerce Group, explains why automated stores are big in Asia.

Retail : Artificial Intelligence : Sport
What if bots started developing their own social behaviours?

What if bots started developing their own social behaviours?:

The long-term impact of robot culture and AI needs to be better investigated by the media and advertising industries.

 Technology : Digital : Artificial Intelligence
How gaming will define the future of customer service
Video

How gaming will define the future of customer service:

The £81.7bn ($108.9bn, €91.7bn) gaming industry will transform customer service, from the way consumers budget to how they engage...

 Tech : Technology : Retail
Corinne van Grevenbroek on a post-verbal future
Video

Corinne van Grevenbroek on a post-verbal future:

The concept designer discusses how augmented reality has the potential to create new forms of emotive interaction.

 Communication : Augmented Reality : Media
What programmable membranes mean for the future of apparel
Video

What programmable membranes mean for the future of apparel:

Material surfaces that can change their texture could be the future of functional apparel.

 Fashion : Sportswear : Product Design
These concepts reveal the Future of Convenience
Video

These concepts reveal the Future of Convenience:

In the future we will expect seamless and personalised service to be the default customer experience. What products and systems will...

 New Consumer Experience : Retail : Service
A post-material consumer experience

A post-material consumer experience:

London – Central Saint Martins graduate Martina Rocca’s Emovos project explores the ethical implications of a future in which brands...

 Technology : Retail : Fashion

Related to Customer Experience

Customers still desire human service News

Customers still desire human service

According to a recent study by analytics software firm Calabrio, customers are placing greater importance on human service than the digital tools companies have been investing in, such as chatbots and self-service machines.

Customer Experience : Technology : Digital
Grocery store chain unveils self-driving delivery scheme News

Grocery store chain unveils self-driving delivery scheme

US – Supermarket chain Kroger plans to begin piloting autonomous vehicles (AV) for grocery delivery this autumn.

Food : Retail : Delivery
Is neurocinema the future of entertainment? Big Ideas

Is neurocinema the future of entertainment?

Director Richard Ramchurn, creator of The MOMENT, a film that changes based on audience attention levels, on the challenges and opportunities of multi-linear film.

Media : Interactive Entertainment : Far Futures
This headset promises a cinematic viewing experience News

This headset promises a cinematic viewing experience

Global – Finnish technology brand Varjo has debuted a new headset that merges the real and virtual worlds to create the world’s first cinematic extended reality (XR).

Technology : Virtual Reality : Vargo
Pandora factory unites AI and sustainability News

Pandora factory unites AI and sustainability

Bangkok – Jewellery manufacturer Pandora has opened a new crafting facility that uses technology to enhance productivity, while also creating a more sustainable working environment.

Jewellery : Sustainability : Pandora
Businesses recognise the importance of online reviews News

Businesses recognise the importance of online reviews

With online reviews nearly doubling within a year, companies must begin to consider how this form of feedback may affect their business. A new report from data analytics company, Merchant Centric and restaurant management platform, Xenial revealed that restaurant operators are already responding to this increase as 46% were more likely to engage with people who left reviews online. Overall, the restaurant sector had a 29% increase in engagement with reviews over the past year.

Customer Experience : Reviews : Hospitality
Blinking exposes AI-generated DeepFakes content News

Blinking exposes AI-generated DeepFakes content

Global – Three researchers in the US have identified a method to detect inauthentic videos produced using DeepFakes image synthesis software.

Technology : Digital : Media
A public expedition to space and storing data under water News

A public expedition to space and storing data under water

Axiom offers travellers a luxury experience to space, Hugo Boss’s new shoe collection is made from pineapple leather, Microsoft sinks data centre to save on energy costs.

Travel : Fashion : Technology
Yes, gaming can be good for mental health Opinion

Yes, gaming can be good for mental health

The World Health Organization has officially recognised gaming as an addictive disorder, but it fails to contextualise this against gaming as a positive influence on mental wellbeing.

Gaming : Mental Health : Mental Wellbeing
Could fare-free public transport reduce cities’ pollution? Opinion

Could fare-free public transport reduce cities’ pollution?

To combat toxic air, local and national governments are exploring ways to encourage citizens to leave their cars at home.

Pollution : Smog LIfe : Cities
Is the future of corner shops socially conscious retail? Big Ideas

Is the future of corner shops socially conscious retail?

Rachel Krupa, founder of The Goods Mart, on curating a new type of socially conscious convenience store that is driving positive change at a community level.

Convenience : Retail : Community
Responsive Wayfinding Micro Trends

Responsive Wayfinding

Retailers are harnessing digital tools to bring the speed and convenience of navigating an online store to the physical bricks-and-mortar setting.

Storefront Salvation : Retail : Placemaking
Convenience Stores 2.0 Micro Trends

Convenience Stores 2.0

Corner stores are moving away from sugary snacks to offer fresh, organic and vegan alternatives, accessible to all 24/7.

Convenience : Retail : Vegan
Relationship Games Micro Trends

Relationship Games

Players and developers are exploring gaming’s potential to build positive, meaningful relationships between boys and men.

New Masculinity : Media : Entertainment
Why it’s time for luxury fragrance to slow down Big Ideas

Why it’s time for luxury fragrance to slow down

Joshua Woods, founder of online fragrance platform The Olfactive, on why a more immersive, personal approach will drive customer loyalty in the luxury fragrances market.

Luxury : Beauty : Retail
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