Interviews – v2

This article is published in collaboration with the Digital Transformation and AI Awards and Summit. These are two separate B2B events organised by 31 Media. If you wish to exhibit your tech solutions or to advertise your brand at the event, please get in touch at +44 (0)203 931 5827. In this article, you’ll learn how FinTech is reshaping the future of finance with digital transformation. Author: Donat Husjainov, CPO at XData Group Breaking Down Barriers: How Fintech Is Reshaping the Future of Finance   The world of finance has always been complex and, at times, inaccessible to many. When fintech made its entrance on this scene, it quickly became a driver of change, breaking down barriers and reshaping how people approached financial services. Although it was not taken seriously at the beginning, the sector continued to evolve at an astonishing pace, and by 2023, the global fintech market was valued at $295 billion.  Well-known brands like Revolut, N26, Wise, and Klarna are rapidly gaining ground in the fields that were once monopolised by traditional banks and financial institutions. According to PwC, even back in 2017, almost 90% of insurers, investment managers and banks worldwide were worried about losing revenue to the more innovative newcomers. The Impact of Fintech on Traditional Banking The rapid growth of fintech has resulted in banks feeling a sharp need to evolve and change their services if they want to stay competitive. Today, many large banking organisations recognise fintech companies when conducting competitive analysis and strategic planning. When various fintechs started gaining banking licenses in recent years, it became a key turning point. This transition meant that relative newcomers could compete more directly against the established players in the financial landscape. Instead of just facilitating transactions as they had in the beginning, fintech could now offer a full suite of banking services, which gave traditional banks even more reasons to rethink their business models and processes. With this in mind, I believe that the next major development we are going to see in the banks-fintech relations will be fintech firms including mortgages and leasing into their services. When this happens, traditional banks will face even fiercer competition in areas that were previously their exclusive domain, turning up the heat on them once again. Fintechs are nimble and have the advantage of not being slowed down by outdated legacy systems. If banks don’t figure out ways to adapt, they will soon find themselves falling behind and possibly disappearing altogether. The Challenges of Digital Transformation Of course, even if the banks are willing to change with the times, it’s not like the road to digital transformation is going to be easy. There are still plenty of challenges to account for, and outdated IT infrastructure is at the top of that list. Many banks struggle with integrating new technologies into their existing systems, which often results in clunky customer experience and inefficiencies. These inefficiencies are often tied to the problem of not having the right people for the job. The ones responsible for updating the banks’ systems either don’t have the necessary skills or lack the innovative mindset that’s needed. This means that banks need to make serious personnel changes and bring in new blood if they want to succeed. It’s not just about updating technology — you need to update the human components, as well. Another big challenge is regulations. Adopting digital solutions means that banks must navigate a complex web of compliance requirements, with standards related to data protection, AML, and cybersecurity growing stricter all the time. Innovating under such circumstances can be quite challenging. Reaching out to fintech companies for partnerships can help solve some of these problems. These firms can provide banks with the right technological solutions and consult them on how to better update internal processes. What’s Next for Fintech? At this point, we all know that the fintech sector will not be slowing down any time soon. There is no shortage of avenues still left to explore, but there are two main trends that I believe are going to shape fintech’s future in major ways. The first is financial education. We are already seeing signs of such platforms shaping up. The more fintech companies focus on teaching their customers about financial products and how to use them effectively, the more the customers will be willing to trust fintech platforms and use their services. This is going to be an important growth driver for the sector in the coming years. The other trend to watch out for is the rise of the so-called “SuperApps.” This business model allows fintech companies to build an entire ecosystem of products, all centred around a core service. By doing so, these platforms can create a more versatile user experience, becoming essential in their day-to-day financial lives and deepening customer loyalty as a result. Final Thoughts Fintech began as a bunch of niche solutions and by now has grown into a multi-billion-dollar industry. The way I see it, in the future, the partnerships between fintech firms and traditional banks are going to continue driving this transformation, creating a more efficient global financial ecosystem. Banks that want to survive in the years ahead need to learn how to embrace this change. Get in touch For event sponsorship enquiries, please get in touch with calum.budge@31media.co.uk For media enquiries, please get in touch with vaishnavi.nashte@31media.co.uk

This article is published in collaboration with the Digital Transformation and AI Awards and Summit. These are two separate B2B events organised by 31 Media. If you wish to exhibit your tech solutions or to advertise your brand at the event, please get in touch at +44 (0)203 931 5827. In this article, you’ll learn how to build a transformation path for your business using modern platforms. Author: Aron Ezra, Chairman of the Board and co-founder of Plan A Technologies. From legacy systems to modern platforms: the path to transformation There’s only so long you can go without meaningfully updating your software and technical infrastructure…make sure you don’t wait until it’s too late. It’s hard to argue with that statement. Yet you’d be surprised how many organisations not only ignore opportunities to modernise and use modern platforms but wait until they’re in serious trouble before even beginning to address major legacy technology issues. (And this is trouble with a capital T: a major security breach discovered, a crash that shuts down everything, massive data loss, and more.) Sadly, I’ve seen it many times. Regardless of the location or the industry, we all too frequently encounter legacy tech that should have been retired long ago. Hey, I get it. Addressing this situation can seem overwhelming (though it doesn’t have to be). Plus you have so many other issues to address that it’s easy to ignore something that appears to be running smoothly (emphasis on appears). But it would help if you took action, ideally sooner rather than later. With that in mind, here are a few suggestions to get you started. Why should you include modern platforms? Want your organisation to be more efficient? Or safer? Or more scalable? Or do you want to reduce costs? Using modern platforms for your existing tech can help you achieve all of those goals. It pays to know what your options are, particularly if you want to handle modernisation in-house. It’s equally important to stay up to date on the latest tech news to understand changing preferences, new approaches, and new vulnerabilities that are discovered. (That said, even if you’re not personally up-to-date, you can still take action: You just need to find an outside firm you’re genuinely confident in since you rely heavily on their expertise. More on in-house vs. getting outside help shortly.) Regular tech audits are a must You don’t have a single encouraging doctor’s visit and conclude, Cool! I’m now healthy forever. So why would it be that way with your tech infrastructure? All companies should be conducting annual audits of their technology just like you get annual physicals. This is the easiest way to flag opportunities and problems early, as opposed to waiting until a small problem has become a life-threatening one.  (It can also be a good way to reduce your insurance premiums).  Data can show you where to go As noted, modernisation can seem overwhelming… and if you’re already in a crisis, you can feel even more lost at sea. So let data highlight the areas that need to be addressed first. There may even be some happy discoveries, as you locate underutilised resources or ways to be more efficient. Users can help you figure out if you’re on the right path For most organisations, the ultimate goal of their technology is to help/please/inspire end users. So why not check in with them and see how it’s going? Encouraging feedback from end users helps you build what you need to build while spotting problems along the way.  Many initial modernisation assessments uncover more recommended actions than an organisation can afford at one time… user feedback can help with prioritising what to tackle first.  Learn about lifespans How long should your current platform last? And how long will your favourite replacement be around? Knowing the answers to both questions is a simple (but extremely important!) step to avoid a collapse. Many different programming languages, frameworks and platforms are deprecated after a while, and it’s critical to keep track of if you’re relying on solutions that are no longer being supported by the people who created them. Using modern platforms in-house vs. looking outside I’ve been emphasising how easy things are, but I’ll admit this decision can be a little complicated. That said, if you get it right, it can save you money. To start, do you have the personnel capable of modernisation already in-house? If you don’t, is it worth bringing them on board permanently? Or does it make more sense for them to do the job and move along? A lot depends on the kind of company you are, and the kind of help you need. A good specialist can help you navigate this decision-making process. Whatever specific approach to modernisation you select, take heart in knowing that you not only have the power to prevent a nightmare but to convert it into a pretty amazing opportunity.   Get in touch For event sponsorship enquiries, please get in touch with calum.budge@31media.co.uk For media enquiries, please get in touch with vaishnavi.nashte@31media.co.uk

This article is published in collaboration with the Digital Transformation and AI Awards and Summit. These are two separate B2B events organised by 31 Media. If you wish to exhibit your tech solutions or to advertise your brand at the event, please get in touch at +44 (0)203 931 5827. Author: Peter Paul Schreuder, Chief Cloud Officer & VP of Support at IFS Ultimo When we think about innovation in the workplace, we often imagine office workers using laptops. Yet, today’s industrial businesses are grappling with numerous complex challenges, including global supply chain disruptions, increasingly strict health and safety regulations, intense competition, escalating costs, and, perhaps most critically, a shortage of skilled labour. Fortunately, companies can take strategic actions to not only mitigate these risks but also transform them into opportunities for fostering employee engagement, enhancing customer satisfaction, and driving business growth.  The future of work in industrial organisations focuses on simplifying and safeguarding the lives of those who manage complex machinery. It’s a business that, at its core, revolves around people. These highly skilled professionals are primarily looking to reduce administrative hassle and to free up more time to focus on critical and value-added tasks. Engaging the Future Industrial Workforce Our 2023 Trends Report highlights an ageing workforce as the top concern for organisations in the industrial sector. This concern is closely tied to the challenge of attracting and retaining skilled workers, which ranks among the top three future concerns for businesses surveyed.  While the outlook may seem challenging for sectors such as manufacturing, healthcare, and logistics, the latest generation of enterprise asset management (EAM) technology offers a way to engage both younger, tech-savvy employees and retain experienced, older staff whose knowledge is invaluable to operations. In maintenance environments, for instance, mobile technologies and wearables can be effective for visualising and validating recommended procedures in a format that resonates with today’s tech-oriented workers. These tools enable maintenance teams to work ‘hands-free,’ enhance error detection, and reduce overall inspection times. Wearables also play a crucial role in capturing the ‘silent knowledge’ of seasoned staff by supporting a ‘hub and spoke’ model for remote and automated diagnostics. This setup allows frontline workers to remotely access extensive technical data and expertise, reducing the need for specialised skills on-site. Mobile hardware is being used more frequently for tasks like scanning, printing, and label management. This technology is ideal for managing stock and inventory—both incoming and outgoing – on the shop floor, in logistics companies or in warehouses. As this example illustrates, mobile technologies significantly enhance worker satisfaction and efficiency. Employees who are content with their tools are naturally more productive and engaged than those who are frustrated with their equipment. We also find that while there can be resistance among older workers to use smartphones and tablets, the younger generations use them as a given. They consider paper-based working a process of the past. Unifying Your Team with Targeted EAM Solutions  Research shows that disengaged employees can cost businesses millions annually due to lost productivity. Thus, providing digital and physical tools that ensure a seamless and efficient workday is not merely a luxury but a necessity. One of the most effective ways to optimise any team member’s work environment is by fostering effective communication and collaboration. In asset-heavy industries like manufacturing, an EAM system is critical to ensuring all business objectives are met safely and competently. When an EAM system is fully integrated into an organisation’s technology framework, it allows different departments to access unified data. For example, reliability engineers can input asset data that maintenance planners can easily review and act upon. Consider the case of the Bristol Port Company, which opted to replace its fragmented maintenance system and dozens of databases with a centralised EAM solution. This strategic move gave the Port, which employs over 12,000 people, complete control over its data, leading to improved decision-making capabilities. As part of its digital transformation, the Port has implemented a more efficient and effective ‘permits to work’ process, prioritising safety for both staff and contractors. The old system was outdated and cumbersome to use. With the help of an EAM solution, the team now benefits from improved visualisation of hazardous and non-hazardous tasks, allowing for faster and more thorough work conflict resolution. Having complete control over the collected data also supports better business decision-making. Increasing Equipment Reliability with Connected Frontline Operators The value of an EAM solution can be maximised when the frontline team members, responsible for day-to-day operations, are also digitally connected. Connected Worker platforms empower these team members with easy access to work instructions, checklists, and the ability to collaborate to solve problems. Take the example of a Bosch Power Tools factory that brought in a Connected Worker platform to improve communication between maintenance and the factory floor. Within days of going live, workers started posting issues they were experiencing in production. The equipment was tagged along with photos and videos. Maintenance was notified in real-time and was able to automatically create work orders in their EAM system when required. The integrated systems helped to document issues resulting in better insight in support of root cause analysis. In less than six months, the Head of Manufacturing IT reported an eight per cent improvement in productivity. This was largely due to the impressive reduction mean-time-to-repair and in equipment downtime by reducing the time to resolve issues The Key to Staying Competitive  For industrial companies looking to maintain a competitive edge, transparency is the key. Establishing transparency across business functions such as maintenance, safety, and operations can provide a significant competitive advantage. By seamlessly connecting industrial employees to their work environments, businesses empower them to work more intelligently, maintain higher safety standards, and achieve superior business outcomes. Companies that recognise this and invest in ensuring their staff can manage assets through straightforward and effective processes will be well-positioned to tackle any future challenges. Get in touch For event sponsorship enquiries, please get in touch with calum.budge@31media.co.uk For media enquiries, please get in

This article is published in collaboration with the Digital Transformation and AI Awards and Summit. These are two separate B2B events organised by 31 Media. If you wish to exhibit your tech solutions or to advertise your brand at the event, please get in touch at +44 (0)203 931 5827. Author: Sharon Shofner-Meyer, JD, President and COO of DorothyAI As a business owner myself, I have a front-row seat to witness just how transformative artificial intelligence (AI) and machine learning (ML) can be. These technologies are not just improving conventional techniques — they are transforming the very foundation of business processes. In almost every sector, AI and ML are reshaping the industry, creating new opportunities for business and defining new frontiers for productivity and competitiveness. Transformative Impact on Sectors AI and ML are having profound effects across various sectors: Healthcare: AI is redefining diagnostics by enabling early disease detection and personalised treatment plans. This leads to improved patient outcomes and operational efficiencies. Finance: In this sector, AI enhances fraud detection, optimises risk management through sophisticated algorithms, and refines trading strategies. Logistics and Supply Chain: AI-driven predictive maintenance and route optimisation are revolutionising these areas, leading to more efficient operations. Legal: AI boosts legal research, automates document review, and optimises contract management by predicting case outcomes, improving accuracy, and ensuring compliance. One of the most surprising applications of AI that touches every business sector is patent research and portfolio management. Advanced AI systems can analyse extensive datasets, streamline patent searches and manage portfolios more effectively. This lowers the barriers to innovation, allowing experts to focus on breakthroughs rather than navigating complex and costly patent processes. Challenges and Strategies for Implementation Though 84% of C-level executives believe that they need to adopt and leverage AI to drive growth objectives, integrating AI and ML into business systems comes with its challenges. These include the complexity and cost of implementation, data privacy concerns and the risk of regulatory non-compliance. To navigate these hurdles, businesses should: Invest in Change Management: Prioritise improvements in technology and foster a culture of continuous learning. Ensure Robust Data Sets: Implement AI with accurate and reliable data to avoid issues like data hallucinations that can skew results. Adopt Ethical AI Practices: Establish clear policies for data processing and minimise algorithmic bias through regular audits and transparent practices. Ethical Considerations and Enhanced Decision-Making Ethical integration of AI is crucial for maintaining trust and upholding a positive reputation. Key measures include: Data Privacy Protection: Safeguard sensitive information and comply with regulations. Bias Minimisation: Implement systems to identify and address biases in AI algorithms. By making AI processes transparent and conducting periodic stakeholder audits, businesses can harness AI’s capabilities for improved decision-making. AI-driven analytics offer insights into intellectual property, customer behaviour, supply chain dynamics and product development, enabling quicker responses to market changes and uncovering new opportunities. The AI revolution shows no signs of slowing, with the global artificial intelligence market projected to reach $407 billion by the end of 2027. As AI and ML continue to upend industries, they bring in more opportunities and upsides. Unleashing these technologies to their full potential requires leading businesses to grow new muscles around data literacy, ethics in AI and strategic deployment. Businesses can achieve competitive advantages in an increasingly data-driven world and sustain growth through strategic, thoughtful integration of these diverse technologies. Get in touch For event sponsorship enquiries, please get in touch with calum.budge@31media.co.uk For media enquiries, please contact vaishnavi.nashte@31media.co.uk  

This article is published in collaboration with the Digital Transformation and AI Awards and Summit. These are two separate B2B events organised by 31 Media. If you wish to exhibit your tech solutions or to advertise your brand at the event, please get in touch at +44 (0)203 931 5827.   Author: Andrew Nieman, Co-Founder  of Arro Labs For every headline announcing a company’s digital transformation, there are rarely follow-up stories about failures. However, brands like GE, Ford, and Procter & Gamble have set a precedent by openly sharing their digital transformation challenges and lessons learned. These cases reveal a common thread: failed digital transformations frequently stem from failed communication. This is because building technology is more of a communication challenge than anything else. A critical element that often determines the success or failure of that communication is a digital roadmap.  A well-structured digital roadmap guides a company’s efforts and leads to significant operational cost savings for companies with a few hundred or a few thousand employees. A digital roadmap offers a clear, long-term vision of experience goals and supporting technology integrations, which helps align technology investments with true business goals. It should outline major themes, business objectives, and initiatives needed to achieve these objectives. Moreover, mapping dependencies ensures that every initiative is grounded in reality, helping to manage risks and avoid costly pitfalls.   Building a Digital Roadmap Here are four critical factors to keep in mind while building a roadmap:   Planning: Aim for a Three-Year Outlook One of the critical considerations in building a robust digital roadmap is aiming for a long-term perspective. While many companies limit their planning to one year due to budgeting cycles, leading digital enterprises like Starbucks and Nike plan for three to five years. “If your roadmap looks less than three years ahead, you’re only focusing on BAU tasks—not innovation,” says Tess Rethore, Head of Product Management at Chicago-based Arro Labs. This long-term vision allows companies to anticipate trends and prepare for future needs rather than merely reacting to the present. Cross-Functional Input: Breaking Down Silos Another essential aspect is cross-functional input. Large organisations often face communication challenges due to siloed departments, leading to overlapping or competing projects. A well-executed digital roadmap focuses on value streams rather than functional departments, requiring input from stakeholders across the organisation. This approach can lead to significant cost savings, reducing project churn and inefficiencies. By involving diverse teams in the planning process, companies can ensure that their digital strategies are comprehensive and aligned with the broader business objectives. This can lead them to save 10-20% of their operating costs. Leveraging Advanced Tools: Increase Efficiency Traditional tools like PowerPoint and Excel are often insufficient for managing the complexities of a digital roadmap. Mature organisations should consider more advanced tools that facilitate real-time collaboration and integration with other project management systems. Tools such as Roadmunk offer clear visualisations of priorities, dependencies, and milestones, providing a single source of truth for all stakeholders. This helps avoid version control issues and ensures that decisions are based on the most current information. Mapping Dependencies: Improve Team Collaboration It is crucial to prioritise projects and map out dependencies. For example, if the marketing team’s initiative to capture advanced customer data depends on IT’s CRM replacement project, realistic timelines must be established, and accountability must be maintained. Understanding these dependencies helps manage expectations and coordinate efforts across departments. Getting Started with Digital Roadmapping Despite its importance, many organisations struggle with initiating a digital roadmap. Kathy Hlavac, Head of Research & Design at Arro Labs, recommends starting with a series of cross-functional workshops led by experienced facilitators. These workshops help clarify team projects, address funding and progress issues, and align leadership on the digital strategy. As capital planning within large organisations becomes increasingly competitive, having a well-structured digital roadmap is essential for securing project funding. Projects get approved by people, not companies. Convincing the right people of a project’s urgency and where it fits within the organisation’s broader plans is key to obtaining approval – and an organised digital roadmap is very effective at showcasing this. Quoting CNBC, “People aren’t the problem; it’s the organisation’s failure to communicate effectively with its people that set them up for digital transformation trouble from the start.” This emphasises the importance of building a digital roadmap. It’s more than just a planning tool; it is a strategic asset that can guide teams through the inevitable complexities of a digital transformation. By investing in a comprehensive digital roadmap, business leaders can enhance team communication, reduce costs, and drive innovation, which is essential for remaining ahead of the curve in an increasingly competitive environment.  Get in touch For event sponsorship enquiries, please get in touch with calum.budge@31media.co.uk For media enquiries, please contact vaishnavi.nashte@31media.co.uk  

This article is published in collaboration with the Digital Transformation and AI Awards and Summit. These are two separate B2B events organised by 31 Media. If you wish to exhibit your tech solutions or to advertise your brand at the event, please get in touch at +44 (0)203 931 5827.   Author: Tim Kravchunovsky, Founder & CEO at Chirp Since the inception of the Internet of Things (IoT) concept, its popularity has ebbed and waned. After a long inception phase, IoT went through a huge popularity boom in the 2010s, only to experience somewhat of an anticlimax amid challenges like security, interoperability and data privacy. However, today, innovations like AI and the emergence of new technologies like blockchain are fuelling a renaissance of this sector. The idea of IoT dates back to the 1980s. However, the term “Internet of Things” wasn’t coined until 1999 – the very height of the dot com boom – when British technologist Kevin Ashton first introduced the concept of “things” being connected to the Internet. Working at Procter & Gamble at the time, Ashton touted IoT as a solution for more effective supply-chain management.  The IoT boom Yet it wasn’t until after the turn of the millennium, when internet technology became more widespread, that IoT took off. Improvements in wireless connectivity, like 4G and LTE, as well as the expansion of cloud computing, allowed virtually any device to be connected to the World Wide Web.  Tech giants like Amazon and Google started investing in IoT, much like they are doing with artificial intelligence today. In 2014, Google made a major foray into the IoT sector with the $3.2 billion acquisition of Nest Labs – a maker of smart thermostats and smoke detectors. Microsoft launched Azure IoT Suite, Amazon introduced AWS IoT Core, and industry leaders like GE and Siemens made their major investments.  But, like many innovative technologies that capture the public imagination, IoT expectations outpaced reality. The sector faced certain significant hurdles, which caused growth – and investment – to slow significantly in the late 2010s.  Challenges and hurdles One of these problems was the lack of interoperability between devices created by different manufacturers, with little standardisation present in the industry. On top of this, IoT devices faced security attacks and breaches. Take the famous Mirai botnet attack in 2016, which affected millions of IoT devices. And, of course, growth expectations simply didn’t match reality. Many of these issues remain a concern today. The IoT space is still highly fragmented, with many connectivity standards competing for the dominant spot – LoRaWAN, cellular, and Bluetooth. Security issues also remain unsolved. This year’s Bitdefender report found that more than 10 attacks against home IoT devices happen every 24 hours.  Yet it also found that the average household has as many as 21 internet-connected devices. So, far from disappearing into non-existence, it seems IoT has quietly revolutionised our daily lives – even if corporations like Google didn’t see the return on investment they had hoped for. And now, new technologies like AI and blockchain are, in turn, ready to revolutionise the IoT sector and solve the challenges that have plagued it since its inception.  A blockchain-powered era For example, blockchain and AI can help solve the interoperability dilemma. Instead of creating one dominant connectivity standard, blockchain can act as a universal protocol for all types of networks and devices, connecting disparate technologies and industries. AI’s role would then be to dynamically translate and interpret data across various devices and platforms, quickly.  Blockchain also facilitates more secure data storage via decentralised solutions, helping to protect IoT networks from hacks and exploits, while AI tools can be used to monitor networks for attacks and ensure a swift response. Swapping centralised servers for local infrastructure can also help protect data privacy for individuals and organisations. Decentralisation isn’t just about the technical aspect, though. The entire approach of blockchain-based networks is very different from that of tech giants like Microsoft and Google. Decentralised networks are primarily focused on community rather than profit. By distributing the network across multiple nodes, a decentralised approach ensures profits are shared by the individuals who own these devices. This introduces sustainability and equity into the IoT ecosystem, while also ensuring that progress won’t be stunted just because the ROI isn’t hitting sky-high targets.   It will be exciting to see what digital innovations will spring from this enhanced IoT technology. With the help of AI and blockchain, IoT is about to have another day in the sun, powering a transformative digital future for businesses and individuals alike. Get in touch For event sponsorship enquiries, please contact calum.budge@31media.co.uk For media enquiries, please contact vaishnavi.nashte@31media.co.uk  

This article is published in collaboration with the Digital Transformation and AI Awards and Summit. These are two separate B2B events organised by 31 Media. If you wish to exhibit your tech solutions or to advertise your brand at the event, please get in touch at +44 (0)203 931 5827.   Author: Brian Gavin, Co-founder at Wally As the buying potential of people increases through a diverse set of digital channels and experiences, values apart from the product start to matter. It’s not just the 4Ps of marketing (product, price, place, and promotion) that matter now, but the entire marketing mix (7Ps of marketing – product, price, place, promotion, physical evidence, people, processes). That might have been a lot of jargon, let me simplify it for you. According to a recent McKinsey report, 71% of customers now expect companies to deliver personalised interactions, with 76% of customers willing to switch if they have a bad experience. With the increased penetration of digital platforms into our daily lives, fueled by the massive growth of social media and mobile, your target customers are now experiencing unprecedented levels of connectivity that are driving their expectations. With new technology disruptors emerging every two years, how do we best engage with our target customers? The businesses that adapt will thrive, while those that don’t, risk being left behind. Empathy and AI In today’s quick-moving digital scene, customers want more than just a product—they crave experiences that seem personal and meaningful. Brands that can use the big streams of data gathered from every interaction, whether online or offline have a chance to build stronger ties with their audience. Picture being able to guess what your customer needs before they even know it. By dividing your customer base—spotting your most faithful buyers and those falling through the cracks—you gain the power to tweak their experience. These insights become the basis for making customer journey maps that don’t just work, but amaze. With advanced tools like machine learning and AI-powered chatbots, every point of contact can offer a chance to personalise. Whether it’s smart analytics guiding customers to what they need or chatbots that are smart and understanding, not just robotic, the options are limitless. Let’s face it, we’re in a time where people don’t just like a smooth tailored experience—they expect it. UX Theories in Customer-centric platforms Imagine you as a consumer browsing a site, making a transaction, or leaving feedback. You would want the process to be effortless and tailored to your needs. There cannot be a digital bias when it comes to customer experience as every interaction, no matter small or big should feel like it was designed specifically for the user. Now, moving on to navigation, the biggest code to crack for a seamless digital experience. The smoother and intuitive it is, the more the user feels connected to the brand. Some helpful UX theories such as Hick’s Law (which helps simplify decision-making), Von Restorff Effect (which makes important things stand out), and Serial Position Effect(the psychological concept behind how users remember something) can work wonders in improving  your platform experience.Most importantly, think about your customers buying habits. Do you have visitors who experience your brand first on social media or a search engine, browse on a mobile phone and then ultimately make a purchase on a laptop? Too many brands have quickly bolted on to support these channels but left the cohesive, unified experience on the sideline. Turning Insights into Action You’ve heard it before: data is the new oil. Capturing customer feedback is the best way to identify recurring pain points and understand what needs fixing. Analyse your data to identify recurring themes, and take proactive steps to improve them. In fact, I would suggest you use the feedback to shape R&D and tweak the product roadmap. This needs to work in alignment with marketing and sales strategies to meet customer needs. In addition to this, focus on building a strong software infrastructure to improve your cyber-security. As it not only protects your customer data, but translates to a long term customer trust, loyalty and hence a better experience. The best type of customer feedback is sometimes not the obvious. So be creative and go beyond just analysing support inquiries, chat or phone conversations. Expand your reach with Accessibility While the majority of us spend countless hours and resources innovating our products to maximise returns from our target audience. We explore horizontal, vertical, or geographical diversification to reach new markets. Yet, we often overlook a substantial untapped audience. Consider this, 15% of the global population, or about 1 in 6 people, live with significant disabilities. These customers are very much part of our ideal customer profile but they never hear from most of us, just because our digital platforms are not accessible. Digital accessibility is about ensuring your offerings are available to everyone, including those with disabilities. It requires your digital platforms, such as websites and mobile apps, to be accessible via assistive technologies like screen readers, screen magnifiers, keyboard navigation, and dictation software. By making your brand accessible, you’re not just showing your commitment to inclusivity; you’re also improving your website’s SEO. Accessibility should be inherently built into your digital platforms—incorporated into your website’s code, design, and content. Your customers will thank you, and you’ll gain a competitive edge in the market. This pairs perfectly with personalisation and intuitive design strategy. A Roadmap While the digital and physical worlds are converging, I expect omni-channel, unified-commerce or experience-driven  integration as the norm, setting new standards.  Imagine ordering a product online, and being able to return it in-store  no matter where you are with a smooth experience. That’s the future. Hyper personalisation is another trend that is picking up fast. Hyper personalisation, unlike personalisation which uses historical customer data, uses real-time data to provide a more customised and contextually relevant experience to users.I also expect accessibility to be built-in very soon. Integrating accessibility into your product from the start is not only