As a start-up trying to gain traction in a market where the value opportunity is not clear to all, it sometimes helps to draw upon 'soundbites' from leading institutions to help make your point. So, I'm unashamedly going to reference the Stanford Center on Longevity. Their view is US centric, so the value statistics may not be comparable to the UK market, but the principles are bang on. The 'older audience' - we will come back to the lingua franca - are according to the Stan

In August 2025 the thought leaders at McKinsey wrote an interesting piece on the Future of Loyalty , where they referenced the 'Bronze', 'Silver' and 'Gold' opportunities that lie ahead for those enterprises that wanted to 'seize the moment' by combining "pricing and loyalty integration with a fully personalised shopping experience that offered tailored promotions, member benefits, marketing and personalised customer journeys". Sign me up! Whilst noting that " most organisati

At the recent CX Engagement conference , run by Engage Business Media , I grabbed a copy of the UK CX Report 2025, IPSOS and Engage Customer for some train reading (note to self. Must get out more). The focus of this was a hot topic - Human vs Digital Interactions. Or can we save a shed load of money by investing in digital and AI without impacting customer satisfaction and trust? Funnily enough the answer is 'No'! The most interesting bit (for a humble Humbug Ideaologist