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.
Imperceptible realities at Dutch Design Week 2019

Imperceptible realities at Dutch Design Week 2019:

Meet the designers unravelling the hidden side of our technological systems, questioning territory ownership and daring to lay bare the...

 Dutch Design Week : Media : Technology
How augmented reality will democratise stress therapy

How augmented reality will democratise stress therapy:

Sarah Hill, CEO of StoryUP Studios, explains why mindfulness should be visually led, and why the future of media will be subliminally...

 Wellness : Health : Technology
Horizn reimagines the suitcase for space tourism

Horizn reimagines the suitcase for space tourism:

The luggage brand is looking to the future of travel with a range of tech-enabled suitcases suited to space tourism.

 Travel : Luxury : Space
Virtual cleansing

Virtual cleansing:

Mike Meiré, creative director of Dornbracht, discusses how VR can be used as a tool for meditative and sustainable living.

 Design : VR : Health & Wellness
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
Why mid-air haptics will transform how we interact

Why mid-air haptics will transform how we interact:

Anders Hakfelt, vice-president of product and marketing at Ultrahaptics, explains how digital touch will revolutionise our interaction...

 Technology : Augmented Reality : Virtual Reality
Rag & Bone’s concept film merges fashion and AI

Rag & Bone’s concept film merges fashion and AI:

Artificial intelligence was the guest of honour at a Fashion Week dinner hosted by the luxury brand.

 Fashion : Technology : Artificial Intelligence
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
Should brands be allowed to commodify space?

Should brands be allowed to commodify space?:

Vlad Sitnikov, project leader of StartRocket, discusses its controversial plans to fill the sky with branded content via a...

 Scenario : Advertising : Far Futures
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
Kind Heaven is an immersive theme park for adults

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...

 Leisure : Travel : VR
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
The North Face imagines the future of technical fabrics

The North Face imagines the future of technical fabrics:

The outdoor product brand has worked with BMW to show how its new breathable waterproof material could be used beyond apparel.

Materials : Travel : Leisure
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

Sweetgreen conducts an experiment in convenience News

Sweetgreen conducts an experiment in convenience

Its new location is on a mission to transform the way Sweetgreen serves casual, convenient food.

Food : Drinks : Health
Stat: China’s over-50s opt for online convenience News

Stat: China’s over-50s opt for online convenience

The silver pound is becoming a driving force in the development of China’s economy.

Retail : Food : Baby Boomers
Stat: Chinese consumers are hungry for convenience stores News

Stat: Chinese consumers are hungry for convenience stores

Rapid urbanisation and less structured lifestyles are set to fuel a surge in convenience store openings across China.

Retail : Convenience : China
A festival urinal designed to end gender inequality News

A festival urinal designed to end gender inequality

Co-founders Gina Périer and Alexander Egebjerg have launched the world’s first industrially produced female urinal.

Travel : Convenience : Design
Funkin shakes things up with nitro cocktail cans News

Funkin shakes things up with nitro cocktail cans

The beverage brand is bringing self-mixing cans to the ready-to-drink cocktail market.

Drink : Convenience : Technology
Glowbar takes a fast-casual approach to facials News

Glowbar takes a fast-casual approach to facials

The fast-facial start-up offers bespoke 30-minute treatments that bridge the gap between a dermatologist office and a spa.

Beauty : Retail : Digital
What will wellness look like in 2030? Big Ideas

What will wellness look like in 2030?

Through the lens of a fictional future scenario, we ask how brands in 2030 will redefine wellness, negate collective burnout and help us embrace our mortality.

Far Futures : Health : Wellness
Meal kits can be a green alternative to groceries Big Ideas

Meal kits can be a green alternative to groceries

From slashing waste to sourcing ingredients sustainably, these meal kit companies are repositioning themselves as a solution for eco-conscious shoppers.

Food : Drink : Meal Kits
Rural China is living in the future Big Ideas

Rural China is living in the future

Xiaowei Wang, creative director of Logic magazine, examines how the future of work is already alive and kicking in rural China.

Workplace : Retail : China
The NHS launches a home blood testing service News

The NHS launches a home blood testing service

Monitor My Health is a new service that allows patients to take their own blood and post it back to a medical laboratory for testing.

Health : Wellness : Convenience
Stat: America is facing a primary care crisis News

Stat: America is facing a primary care crisis

The American healthcare sector is under threat in the coming decade, according to a new report by WD Partners.

Health : Wellness : Doctors On Demand
Stat: CPG brands are rethinking packaging News

Stat: CPG brands are rethinking packaging

Many CPG brands in the US plan to spend more on packaging in the near future, a new survey finds.

Packaging : Luxury : Food
Mosaic Foods creates premium frozen meals News

Mosaic Foods creates premium frozen meals

The start-up has launched with a line of healthy frozen dishes that aim to elevate the category while still catering to convenience.

Food : Convenience : Health
Co-economy Childcare Micro Trends

Co-economy Childcare

With the sharing economy disrupting many of the pillars of adult life, brands are now turning their attention to the ways it can positively affect child-rearing.

Youth : Education : Co-working
Science-led surroundings will enhance tomorrow’s productivity Opinion

Science-led surroundings will enhance tomorrow’s productivity

When it comes to the future workplace, architects shouldn’t be thinking about stationary design but dynamic surroundings that drive divergent thinking.

Workplace : Architecture : Design
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