Customer Experience

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

Benefit brands
A wave of apparel brands is shunning mass selling in favour of membership models

Neighbourhood stores
Neighbours are inspiring new retail models based on hyper-local trading and sharing of goods

Escapist retail
From Kansas to Mexico, these are the aviation hubs elevating pre-departure wellness, retail and leisure
Open-door HQs

Open-door HQs:

Retailers are opening their HQs to the public, turning them into destinations for storytelling, transparency and deeper customer...

 Retail : Transparency : Hospitality
Five retailers embracing hyperphysical store design

Five retailers embracing hyperphysical store design:

Retailers are tapping into elevated store design concepts to create memorable and meaningful customer experiences.

 Retail : Architecture : Design
Inflationary Loyalty Market

Inflationary Loyalty Market:

As inflation increasingly affects customer spending power, brands are having to innovate and develop new strategies to boost loyalty.

 Retail : Finance : Society
Gated Retail

Gated Retail:

As the race to court very important clients (VICs) heats up, luxury brands are opening private boutiques for their top-spending customers.

 Luxury : Retail : Fashion
Mango’s latest store captures teenage dreams

Mango’s latest store captures teenage dreams:

In a bid to entice and excite young shoppers, the fashion retailer has unveiled its first Mango Teen store in Barcelona.

 Gen Z : Youth : Retail Experience
Retail-flation Responses

Retail-flation Responses:

Amid rising inflation and the knock-on effect of the war in Ukraine, retailers are innovating to support consumers’ tightening purse...

 Retail : Society : Technology
Selfridges’ Andrew Keith on retail’s hyperphysical future

Selfridges’ Andrew Keith on retail’s hyperphysical future:

The managing director of Selfridges examines the ways that retailers can create immersive, engaging and Hyperphysical Store experiences.

Retail : Stores : Department Stores
Membership Retail

Membership Retail:

A wave of apparel brands are shunning mass selling in favour of membership models, in turn reducing product waste and cultivating...

 Retail : Memberships : Loyalty
Budget Bots

Budget Bots:

With consumers financially challenged due to global inflation they are turning to financial apps and services that automatically...

 Finance : Technology : Retail
Hyperphysical Stores

Hyperphysical Stores:

In a post-Covid landscape, changing consumer needs are driving retailers to rethink bricks-and-mortar stores to be more engaging,...

 Retail : Bricks-and-mortar : Stores
Retail Therapy

Retail Therapy:

Stores and retail experiences are leaning into mental healthcare in order to de-stigmatise, elevate and boost the accessibility of...

 Retail : Health & Wellness : Society
Next-door Commerce

Next-door Commerce:

Having re-engaged with their local communities, neighbours are inspiring new retail models based on hyper-local trading and sharing of...

 Retail : Placemaking : Local
Dior’s experiential universe redefines retail

Dior’s experiential universe redefines retail:

Recently unveiled, Dior’s ambitious renovations of the 30 Montaigne flagship store in Paris reveal a space that stretches far beyond...

 Luxury : Hospitality : Fashion
The airports bringing humanity back into travel

The airports bringing humanity back into travel:

As the travel sector re-invents itself, airports are doing the same. From Kansas to Mexico, these are the aviation hubs elevating...

 Travel : Retail : Airports
Rewilding Retail Market

Rewilding Retail Market:

The retail industry is implementing greener infrastructural strategies that benefit, shoppers, workers and the environment on a wide scale.

 Retail : Nature : Health & Wellness
This grocery store is intentionally inconvenient

This grocery store is intentionally inconvenient:

Graduate designer Francesca Tambussi is challenging conventional grocery store models with a store prototype called Hyperburgers.

Food And Drink : Retail : Supermarket
This post office is a hangout for local shoppers

This post office is a hangout for local shoppers:

The Bund Post Office by Finnish architectural practice Yatofu re-imagines the traditional mailroom by offering a versatile space that...

 Retail : Architecture : Design
This Dior hotel suite elevates a local exhibition

This Dior hotel suite elevates a local exhibition:

A dedicated suite at New York's Marriott's St Regis hotel chain complements a local exhibition dedicated to the famed French fashion...

 Travel & Hospitality : Luxury : Media & Entertainment
Situ Live’s storytelling is augmenting physical retail

Situ Live’s storytelling is augmenting physical retail:

Situ Live’s playhouse is a home-like space where technology, gadgets and exercise equipment are brought to life, giving brands a direct...

 Retail : Technology : Customer Experience
Five ways automation is boosting physical retail

Five ways automation is boosting physical retail:

As retailers work to future-proof stores, technology and automation are helping brands to provide convenience, problem-solve and fill...

 Retail : Technology : Automation
Retailers must think beyond the category to compete

Retailers must think beyond the category to compete:

It’s no longer enough to offer local events at flagship stores – now, retail must take inspiration from other sectors entirely, from...

 Retail : Customer Experience : Leisure
Selfridges highlights the healing power of nature

Selfridges highlights the healing power of nature:

Department store Selfridges is exploring the power of nature and escapism in its latest series of retail programming – encouraging...

 Retail : Nature : Customer Experience
Eco-venience Retail

Eco-venience Retail:

Accelerating e-commerce and demands for expedited delivery are forcing a new framework that puts eco-conscious practices at the centre...

 Retail : Sustainability : Technology
Micro-mmunity Retail

Micro-mmunity Retail:

Retail brands are swapping flagship and big-box store formats for downscaled neighbourhood shopfronts with services curated to the needs...

 Retail : Customer Experience : Local
Placesonas: the new imperative for brands’ smart assistants

Placesonas: the new imperative for brands’ smart assistants:

Smart assistants are breaking out of the home – so businesses must consider the new contexts and opportunities for people to interact...

 Retail : Technology : Marketing
Imagination Travel

Imagination Travel:

The virtual travel market of our post-pandemic future will swap clunky technology and headsets for the power of human imagination.

 Travel : Tourism : Hospitality
Inclusive exclusivity is the new retail experience

Inclusive exclusivity is the new retail experience:

With retail experiences limited by the pandemic, brands are driving desire by creating secretive spaces for those in the know.

 Retail : Fashion : Marketing
Retailers must digitise fashion for the Covid era

Retailers must digitise fashion for the Covid era:

Bruno Antunes Luis, co-founder of Gaspard + Bruno, on how hyper-real digital solutions offer untapped ways to experience and interact...

 Fashion : Technology : Retail
In lockdown, experiential retail is screwed. Or is it?

In lockdown, experiential retail is screwed. Or is it?:

With the physical world shutting down, it’s even more imperative that online retailers turn transactional web interactions into experiences.

 Retail : Customer Experience : Technology
We must rethink hotel design for a brave new world

We must rethink hotel design for a brave new world:

Luxury hotels are being challenged to swap opulent interiors for considered spaces and hygienic materials in order to future-proof the...

 Luxury : Hospitality : Travel
Enlightened States

Enlightened States:

The experience economy is pivoting towards personal transformation as the public imagination looks inwards, favouring self-discovery...

 Experience : Wellness : Leisure
Home Eatertainment

Home Eatertainment:

Changing dining dynamics have created a new convenience culture focused on elevating the experience and enjoyment of eating and drinking...

 Food : Convivial : Convenience
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
Exploring future scenarios powered by 5G

Exploring future scenarios powered by 5G:

As we enter a new decade, LS:N Global speculates about the impact and transformative use cases of 5G across sectors including retail,...

 Technology : 5G : Far Futures
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
What will wellness look like in 2030?

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...

 Far Futures : Health : Wellness
Three imagines a vibrant future powered by 5G

Three imagines a vibrant future powered by 5G:

UK phone network Three is envisaging a vibrant, multi-layered future of living in the UK – all thanks to the power of 5G.

Technology : Media : 5G
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

Digitised Favelas Micro Trends

Digitised Favelas

A symbol of economic inequality in Brazil, the favelas are becoming the focus of technology projects that aim to minimise stigma and boost opportunities.

Technology : Brazil : Favelas
Auto Entertainment Micro Trends

Auto Entertainment

The car sector is drawing from virtual platforms, extended reality and even cryptocurrencies to create immersive and entertaining in-vehicle experiences.

Mobility : Entertainment : Technology
A cable car will connect Paris commuters by 2025 News

A cable car will connect Paris commuters by 2025

As cities battle with growing congestion rates, the French capital is exploring a new approach to urban transport.

Mobility : Travel & Hopsitality : Sustainability
Selfridges develops the meaning of retail therapy News

Selfridges develops the meaning of retail therapy

The British department store is launching Superself, a wellbeing initiative designed to help clients rest and rejuvenate while shopping.

Retail : Health & Wellness : Virtual Reality
Louis Vuitton is rewilding a London neighbourhood News

Louis Vuitton is rewilding a London neighbourhood

In a bid to restore biodiversity and bolster natural areas in London’s Chelsea, the luxury brand is creating a pocket forest close to its Sloane Street store.

Sustainability : Luxury : Retail
eBay’s handbag vending machines promote authenticity News

eBay’s handbag vending machines promote authenticity

The online marketplace is promoting its Authenticity Guarantee programme for luxury items through the installation of handbag vending machines, available for two days.

Luxury : Retail : Advertising & Branding
Klarna prompts shoppers to track carbon footprints News

Klarna prompts shoppers to track carbon footprints

Buy-now, pay-later service Klarna is teaming up with planet-first loyalty company Doconomy to offer a carbon tracking tool to its users.

Retail : Sustainability : Convenience
A virtual house imagining Black family life in 2025 News

A virtual house imagining Black family life in 2025

The Obsidian Experience is a new virtual interior design concept set in Oakland in the year 2025, reflecting a future vision for domestic settings among Black communities.

Architecture : Society : Interior
The Campaign: Three imagines a vibrant future powered by 5G News

The Campaign: Three imagines a vibrant future powered by 5G

Foretelling some of the near-future advancements seen this last year, in March mobile network Three unveiled a vibrant, multi-layered vision of future living in the UK – powered by 5G connectivity.

Technology : Media : 5G
The Big Idea: Imagination Travel News

The Big Idea: Imagination Travel

The clunky headsets associated with virtual tourism were swapped for the power of human imagination in 2020.

Travel : Tourism : Hospitality
Noshtalgia: why classic tastes are driving food innovation Opinion

Noshtalgia: why classic tastes are driving food innovation

From alternative ingredients to monthly delivery drops, the quest for comfort, childhood flavours and convenience is bringing new products to diners’ tables.

Food : Customer Experience : Mood
My computer tells me you’re bored – should you care? Opinion

My computer tells me you’re bored – should you care?

The use of facial and emotional recognition still splits opinion. But with transparency, it could bring positive possibilities and insights to brands.

Technology : Facial Recognition : Customer Experience
Furniture fit for a post-anthropocentric world News

Furniture fit for a post-anthropocentric world

Parisian architect Anthony Authié and design studio Supertoys Supertoys are envisiaging furniture design for a post-anthropocentric world.

Far Futures : Design : Anthropocene
The rise of resilience residences Big Ideas

The rise of resilience residences

Shelter and safety are aligning with luxury living as designers create high-end homes for a future affected by climate change and disasters.

Luxury : Future Cities : Sustainability
Rebranding Asian food culture Big Ideas

Rebranding Asian food culture

Kim and Vanessa Pham, co-founders of Omsom, discuss the importance of proudly reclaiming the integrity and identity of Asian flavours in the grocery aisle.

Food : Marketing : Convenience
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