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The Future of Customer Experience | The Supper Club, London | Matthew Griffin | Customer Experience Keynote Speaker
The future of CX is personalised, real time, and convenient, obviously, but what happens when Creative Machines can make you the perfect product on demand before you even ask for it?
Cite or link to this article
Griffin, M. (2021) 'The Future of Customer Experience | The Supper Club, London | Matthew Griffin | Customer Experience Keynote Speaker', 311 Institute, 12 March. Available at: https://www.311institute.com/futurist-virtual-keynote-the-future-of-customer-experience-the-supper-club/ (Accessed: 1 October 2026).
Firstly, I would like to thank Warren, and Monica at The Supper Club, a members only networking club that brings thousands of the UK’s top CEO together to share business and investment advice, for inviting me to be this years keynote at their annual summit in London, which, yet again because of COVID-19 was held virtually.
Just ask any government and they, as Tony Danker, CEO of the UK Confederation of British Industry (CBI) recently told me, will tell you that SME’s are the life blood of every economy, and during the pandemic many of them have been hit especially hard so it was a privilege to be able to share my own expertise and point of view on their topic of choice - the Future of Customer Experience. And we looked all the way out to 2040.
Even before the global pandemic drove more people’s entertainment and shopping habits online dramatic leaps in technology, from the power of our smart devices and the speed of our networks, to the resurgence of Artificial Intelligence and Augmented Reality, meant that the customer experience as we used to know it was already changing faster than ever before.
See the virtual keynote in full
As companies innovated on top of increasingly cheap and ubiquitous technologies, such as cloud, and digitised their businesses and products, customers everywhere found themselves being able to do anything anywhere in real time - from having a health check up in the middle of a field right through to trading shares and learning new things from the comfort of their gardens.
Today we live in a world where real time is the new minimum, where zero is the new effort, and where hyper personalisation is the new expectation. But there’s so much more around the corner, and that’s what I cover in this keynote so sit back, enjoy it, and if you have any questions then just ask Ana my digital human – after all, I’m in the garden trading shares while ordering a drone delivered pizza. Awesome.
FAQ
Why does this matter?
The future of CX is personalised, real time, and convenient, obviously, but what happens when Creative Machines can make you the perfect product on demand before you even ask for it?
About the author
Matthew Griffin Founder, 311 Institute
Matthew Griffin is a multi-award winning Futurist and expert in Disruption and Innovation, Geopolitics, Leadership, and Technology, who NASA have described as a "walking encyclopaedia of the future" and a "futurist Polymath."
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Matthew Griffin is a multi-award winning Futurist and expert in Disruption and Innovation, Geopolitics, Leadership, and Technology, who NASA have described as a "walking encyclopaedia of the future" and a "futurist Polymath." 15-time best selling author of the "Codex of the Future" series, Matthew is the Founder and Futurist in Chief of the 311 Institute, a global Futures and Deep Futures advisory firm working with royal households, world leaders, G7, G20, and G77 governments, NGOs, and multi-national mid and mega cap firms to help them explore, shape, and lead the next 50 years of business and society.
An award-winning YouTube creator with over a million followers, with an unrivalled global reach and impact, Matthew is a highly sought-after international keynote speaker, lecturer, and mentor who collaborates with global leaders through the United Nations Alliance of Civilizations (UNAOC) and United Nations General Assembly (UNGA) to shape pivotal initiatives such as the UN’s AI for Humanity program, the United Nations Conference of the Parties (UN COP), and the World Economic Forum in Davos.
As the former Global Head of Cloud, National Security, and Enterprise Sales for companies including Atos, Dell-EMC, and IBM, Matthew has a proven track record of building multi-billion dollar business units and turning failing divisions into market leaders. His ability to identify, analyse, and communicate the implications of hundreds of emerging technologies and trends is unparalleled, and his insights are trusted by many of the world’s most respected organisations, including ABB, Accenture, Adidas, AON, ARM, BCG, Centrica, Citi, Coca-Cola, Dentons, Deloitte, Dow Jones, EY, Google, KPMG, Lego, Legal & General, LinkedIn, Microsoft, PepsiCo, Qualcomm, RWE, Samsung, Siemens AG and Siemens Energy, T-Mobile, UBS, VISA, Walmart, Workday, Worldpay and many others.
Regularly featured in the global media including the AP, BBC, Bloomberg, CNBC, Discovery, Forbes, Khaleej Times, Telegraph, TIME, ViacomCBS, WIRED, and the WSJ, Matthews mission is to help organisations create a fair and sustainable future whose benefits are shared by everyone irrespective of their ability, background, or circumstances.
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Sources and further reading
- The Supper Club thesupperclub.com
- Confederation of British Industry cbi.org.uk
Source: first published by the 311 Institute on 12 March 2021. Cite as: Griffin, M. (2021). The Future of Customer Experience | The Supper Club, London | Matthew Griffin | Customer Experience Keynote Sp. 311 Institute. https://www.311institute.com/futurist-virtual-keynote-the-future-of-customer-experience-the-supper-club/
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