Technology has always enabled the advancement of commerce. From product and channel development to consumer expectations, technology has both catalysed and enabled change. In recent decades, the internet, broadband, WiFi, 4G, and the Smartphone have all step-jumped and catalysed consumer connections.
As AI, Metaverse, Robotics and the coming of age of Gen Z and Gen Alpha regarding consumer expectations converge, we are set for significant change. The AI conversation needs to be less about algorithms, deep fakes, data, and natural language models, and more about how brands need to prepare for a new way of doing business.
While AI will bring countless new touchpoints, it is about leveraging the new technologies to build more efficient, exciting, and engaging customer connections. Exploring the sociological, behavioural, and cultural history and impact of technology and AI, this keynote demonstrates that it’s not just the rules that are about to change, it’s the entire game.
3 key learnings
from this talk
Expectations
As consumers themselves start to use generative AI in their own everyday lives, they will no longer tolerate clunky chatbots or V1 algorithms. ‘People like you also bought…’ is an old-fashioned data set, impersonal and approximate. AI finally brings us the genuine, personalised one-on-one brand-to-customer interaction at scale.
Fear of Change
As with all new technologies (the printing press, the industrial revolution, computerisation) there is a concern about employment and effects on societal health & safety. While some concerns are valid, most are either sci-fi manifestations or based around fear of change. AI is one of the most exciting developments for the brand connection and needs to be seen as such.
Get Started
Although still early, the companies that will win the race for relevance are those that are beginning to test AI across their customer journey now. There are some obvious implementation moments in customer service, but the key is to take risks, run trials, seek out AI implementation partners early and learn by doing.
Expectations
As consumers themselves start to use generative AI in their own everyday lives, they will no longer tolerate clunky chatbots or V1 algorithms. ‘People like you also bought…’ is an old-fashioned data set, impersonal and approximate. AI finally brings us the genuine, personalised one-on-one brand-to-customer interaction at scale.
Fear of Change
As with all new technologies (the printing press, the industrial revolution, computerisation) there is a concern about employment and effects on societal health & safety. While some concerns are valid, most are either sci-fi manifestations or based around fear of change. AI is one of the most exciting developments for the brand connection and needs to be seen as such.
_Ken has been a driving force at a series of Google events focused on retail in the AI era. His extensive collaboration with Google spans over 8 years, inspiring audiences both at EMEA HQ and local Google country markets all over Europe.
“Ken is right up there with the Seth Godin’s and Simon Sinek’s of this world. His presentation was so inspiring, energetic and delivered real actionable content to the thousands who attended. A stellar performer”
“As always, Ken delighted our delegates with his vision of the future. His energy and insight around consumer behaviour, technology trends and how these intersect and will change society, consumer behaviour and our industry were out-standing. This is one speech every business and brand should hear”
“Every time we book Ken for our events, he delivers beyond our expectations on what the modern consumer expects and how brands and businesses need to challenge their thinking. His take on consumerism, disruption and CX is both thought-provoking and entertaining.”
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