Customer Experience

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

Tomorrow’s New Materials

The 10 paradigms in material innovation that we believe will disrupt industry in the coming decades.

Virtual Textures

Aleksandra Gudkova has demonstrated a new approach to displaying garments on the web.

Digital Public Art

Rob Anders on making digital works more accessible, and why retail spaces are ripe for an art-driven revamp.

Future Trust Marks

Future Trust Marks:

From space-mined minerals to income-adjusted goods and branded cities, the labels that will help consumers make informed choices beyond...

 Retail : Artificial Intelligence : Food And Drink
Samsung gives a voice to the future family

Samsung gives a voice to the future family:

A new advertising campaign shows how Samsung’s voice assistant could help families cope with the impact of degenerative illnesses.

 Technology : Voice Devices : Advertising
The future of airport retail is hyper-personalisation

The future of airport retail is hyper-personalisation:

With vast amounts of passenger data tied up in boarding passes, let’s use it to transform the airport retail experience, says Lee...

 Airport Retail : Duty Free : Customer Data
An unbreakable material for smartphones

An unbreakable material for smartphones:

Samsung Display, the branch dedicated to the SMART range of LED products within the company’s technology portfolio, has developed a...

 Material Futures : Technology : Science
Interfaces of the future must focus on human needs

Interfaces of the future must focus on human needs:

Virtual interfaces that were once Hollywood fantasies are fast becoming a reality. But, asks Lee Fasciani, founder and creative director...

 Artificial Intelligence : Intuitive Interfaces : Territory Projects
A smart bandage that provides medical treatment

A smart bandage that provides medical treatment:

Researchers at Tufts University have engineered a smart bandage that can deliver drug treatments and monitor wounds.

Technology : Smart Device : Science
Hasna Kourda on how AI will drive more mindful purchasing

Hasna Kourda on how AI will drive more mindful purchasing:

The co-founder of the Save Your Wardrobe app explains why digitising our wardrobes will streamline consumption and help brands to...

 Fashion : Artificial Intelligence : Retail
Designer brings physical garments into the digital world

Designer brings physical garments into the digital world:

The Netherlands – Aleksandra Gudkova, a recent graduate from Design Academy Eindhoven, has demonstrated a new approach to displaying...

 Fashion : Digital : Technology
Rob Anders on digital art’s global opportunity

Rob Anders on digital art’s global opportunity:

The co-founder and CEO of digital art platform Niio on making digital works more accessible, and why retail spaces are ripe for an...

 Technology : Media : Retail
Have brain-computer interfaces come of age?

Have brain-computer interfaces come of age?:

Mind control could soon replace clicks, gestures and voice commands as our main means of interacting with the digital world.

 Digital : Media : Gaming
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

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

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

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

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

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

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

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

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

How the world’s largest online shopping mall is shaping our lives Big Ideas

How the world’s largest online shopping mall is shaping our lives

At Dutch Design Week 2018, designers from Design Academy Eindhoven hosted Geo-Design, an exhibition that examined the growth of Chinese retail monolith Alibaba and future possibilities for the retailer’s expansive digital infrastructure.

Retail : E-commerce : Dutch Design Week
This restaurant serves 50 courses over six hours News

This restaurant serves 50 courses over six hours

Alchemist, a new Danish restaurant opening in January, will serve an ambitious tasting menu comprised of 50 courses served over six hours.

Food : Customer Experience : Restaurant
Kind Heaven is an immersive theme park for adults Big Ideas

Kind Heaven is an immersive theme park for adults

Cary Granat, CEO of Immersive Artistry, says virtual reality, cryptocurrency and immersive experiences are set to transform leisure and entertainment in Las Vegas.

Leisure : Travel : VR
Life House is a Silicon Valley-backed luxury hotel Big Ideas

Life House is a Silicon Valley-backed luxury hotel

Co-founder and CEO Rami Zeidan on how this nascent technology-driven hotel chain will unite guests and locals to create a community around luxury stays.

Luxury : Travel : Technology
A range of microhomes to fill the gaps on existing properties News

A range of microhomes to fill the gaps on existing properties

San Francisco-based designer Yves Béhar has designed a range of prefabricated accessory dwelling units in a bid to tackle the housing crisis in California.

Design : Architecture : Interiors
The Design Museum explores the future of the home News

The Design Museum explores the future of the home

Home Futures, a new exhibition at the Design Museum, traces the social and technological advances that have driven change in the home.

Architecture : Interiors : Technology
Cooper Hewitt speculates on the future of urban mobility News

Cooper Hewitt speculates on the future of urban mobility

The museum’s latest exhibition, The Road Ahead: Reimagining Mobility, will feature a selection of installations and design responses that explore urban movement.

Mobility : Far Futures : Automotive
Thought-starter: Does retail's future lie in programming over product? News

Thought-starter: Does retail's future lie in programming over product?

Inspired by members’ clubs, hobbies and national holidays, a new template is emerging for a successful shopping experience, writes FRCH's Emily Hamilton.

Retail : Fashion : Customer Experience
Why retail programming will outshine product Opinion

Why retail programming will outshine product

A new template is emerging for a successful shopping experience, and it has little to do with the products offered, writes Emily Hamilton, director of brand marketing at FRCH.

Retail : Fashion : Customer Experience
World’s first AI newsreaders debut in China News

World’s first AI newsreaders debut in China

Xinhua, China’s state-run media outlet, presented its new digital anchors at the World Internet Conference.

Technology : Artificial Intelligence : Media
Stat: America’s fitness industry is growing, but so is obesity News

Stat: America’s fitness industry is growing, but so is obesity

Obesity has long been a major health concern for Americans. According to a report by IHRSA Global, the rate is still rising; prevalence of adult obesity in the US increased by 17% between 2007 and 2017. However, these consumers appear to be getting fitter. The report also found that there has been a 21% increase in gym membership over the same period.

Health : Wellness : Culture
Four key themes from Web Summit 2018 Big Ideas

Four key themes from Web Summit 2018

At this year's Web Summit, loneliness emerged as the next frontier in health and wellness, while technology companies showed how they are working to better protect global citizens’ futures.

Technology : Health & Wellness : Retail
A blockchain smart city for the Nevada desert News

A blockchain smart city for the Nevada desert

Cryptocurrency millionaire Jeffrey Berns plans to create a ‘new kind of business and residential community’ powered by blockchain.

Smart Cities : Blockchain : Architecture
Thought-starter: How will blockchain transform our future wardrobe? News

Thought-starter: How will blockchain transform our future wardrobe?

Through the lens of a fictional future scenario, we ask: what happens when we place caveats on where, when and how often we can wear virtual fashion?

Fashion : Blockchain : Far Futures
Video games are an untapped opportunity for brands Opinion

Video games are an untapped opportunity for brands

As the physical and digital worlds continue to blur, brands have an opportunity to innovate within the video games sector, says freelance writer Josh Walker.

Retail : Fashion : Leisure
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