Crush Customer Expectations With Anticipatory Experiences

August 9th, 2022

Julie Ask

With contributors:

David Hoffman , Fiona Swerdlow , Kara Wilson

Summary

Future experiences will be more invisible and immersive. Brands will become adept at anticipating their customers’ needs and will proactively deliver relevant services at just the moment of that need. As a result, consumers will engage less frequently — but more meaningfully — with them. These experiences will seem invisible. At the same time, the on-the-glass experience where humans interact with the internet will be increasingly immersive — perhaps becoming the vaunted metaverse. This report outlines the journey from today to this future.

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