E-Book
The future of customer experience starts here
Discover how consumers, brands and technology will evolve through 2030.
White Paper
Experience 2030: Pulse Report
A re-examination of our prior research providing context, clarity and confidence for today and tomorrow
Discover how CX plays out across industries and supports different business needs
Privacy and trust
Customers have serious concerns about how their data is being used, stored and shared. That’s why privacy and trust are critical aspects of a successful customer strategy.
Webinars
Customer loyalty
Loyalty begins before a customer becomes a customer. Brands that succeed in the coming decade will move beyond loyalty programs and become loyalty companies.
Webinars
Agility & Automation
Agility and extreme automation are driving the future of brand engagements and customer experience. But the fact is that this level of automation will provide businesses the agility they need to make better, faster decisions for their customers .
Webinars
Smart & Immersive Tech
The future of consumer behavior over the coming decade will be more digital, more mobile, more social and more engaging. The challenge for brands is to not just understand these consumer perspectives, but align with them.
Webinars
Papers, articles and blog posts
Industry experiences
RETAIL
Today’s consumers face a near-constant flow of marketing noise. To optimize their brand strategies, retailers need to fine-tune their marketing communications to meet individual consumer needs.
COMMUNICATIONS
With the increased availability of mobile, wearable and smart devices, coupled with high-speed communications, consumers can find anything they need online, do so from just about anywhere, at any time and have it delivered in near-real-time.
FINANCIAL SERVICES
Did you know that the future will belong to the finance and banking brands that can make the most right moves and divert quickly from the wrong ones?
Forbes insights
Experience Evolution:
Staying Ahead Of Customer
Expectations Through 2030 And Beyond
Forbes insights
Experience Evolution:
Staying Ahead Of Customer
Expectations Through 2030 And Beyond
Ready to build a forward-looking customer experience framework?
Press release
New global research: What will customer experience look like in 2030?
Study finds that by 2030, 67% of customer engagement will be handled by smart machines. Do brands run the risk of trading empathy for efficiency?
SOURCE: Futurum Research Global Study, 4,000 consumers and marketing professionals, 2019.
Want to dive deeper into the data?
Read the EMEA report to learn how brands that create a customer-centric, tech-driven culture will thrive in 2030 and beyond.
Check out this video from Jenn Chase, Senior Vice President of Worldwide Marketing at SAS
Advancing the Customer Experience
