How do consumers expect to interact with brands in 2030? » strategy

A new report suggests consumers fully expect more automation and technology to be involved in their interactions with brands over the next ten years, but that presents a fine line between effectiveness and privacy for brands to walk. The report is based on a survey of 4,000 respondents across three dozen countries, conducted by Futurum Research on behalf of analytics company SAS. The respondents were a mix of consumers and marketing professionals and were asked about their anticipated use of technology in the year 2030. The main finding of the report is that there will be an increasing openness to automation when it comes to interactions between brands and consumers. According to SAS' analysis of the data, 67% of engagements done through digital channels in 2030 will be completed by smart systems, while 69% of business decisions made during that engagement will be completed by smart machines.