#59 - The Future of Digital Customer Relationships (with Jamie Smith)

Jamie Smith has over 15 year's experience designing and delivering digital technologies and disruptive business models around the world. He specialises in privacy, digital trust, Self-Sovereign Identity, Personal AI and helping organisations embrace new decentralised identity approaches and systems. He is currently Product Director at Gen Digital.

About Podcast Episode

Read more about the episode by heading to ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://northernblock.io/podcasts/the-future-of-digital-customer-relationships⁠⁠⁠

The full list of topics discussed between Jamie and Mathieu in this podcast episode include:

1. Exploring Customer Engagement Channels: What are the various channels organizations use today to engage with their customers, and what are their respective pros and cons?
2. The Human Touch in Digital Interactions: In an era dominated by digital communications, is there still value in maintaining a human touch in interactions between organizations and individuals?
3. Bureaucracy in Communication: How has bureaucracy infiltrated various communication mechanisms, and what does this mean for consumers seeking genuine interactions?
4. The Role of Intermediaries: How do intermediaries like Google and Apple influence our interactions, and what role do they play in the ongoing transformation of digital identity?
5. Quality Over Quantity: How can organizations shift their focus from quantity to quality in their interactions, ensuring more meaningful and impactful engagements?
6. The Evolution of Identifiers: How have identifiers evolved in the digital age, and what role do they play in shaping the future of customer engagement?
7. Empowering Consumers with Identifiers: How can giving control of identifiers to consumers enhance their interactions with organizations and deepen relationships?
8. Organizational ID and Trust: How can organizational identifiers enhance trust and combat fraud in digital interactions?
9. The Intersection of AI and Customer Engagement: (a) What are the exciting developments in the AI space, and how can they enhance customer experiences? (b) How can AI, when fed with the right signals, revolutionize recommendations and insights for organizations and individuals? (c) What is the potential of personal AI in transforming customer experiences, and how does it differ from organizational AI?
10. A Message to the SSI Community: What key insights and messages does Jamie have for the SSI community as they navigate the future of digital identity?

Where to find Jamie?

• LinkedIn: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/jamiedsmith/
• Twitter/X: https://twitter.com/jamiedsmith

Follow Mathieu Glaude

• Twitter: ⁠⁠⁠⁠⁠⁠⁠⁠⁠https://twitter.com/mathieu_glaude  ⁠⁠⁠⁠⁠⁠⁠⁠⁠
• LinkedIn:⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.linkedin.com/in/mathieuglaude/⁠⁠⁠⁠⁠⁠⁠⁠⁠
• Website:⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://northernblock.io/