Monthly trends report: April


We’re a quarter of the way through the year and already we’ve seen technology appearing which promises to revolutionise the way we behave both online and offline. We’re stepping into a new world where consumers will no longer pay the most expensive price for a flight, they won’t have to use a physical card for digital transactions, museums won’t rely on physical exhibitions to entertain their visitors, and politicians will abandon the campaign trail for a new focus on digital platforms.

Customer experience is changing, and brands will have to ensure they innovate to stay on top of these new consumer expectations. There’s one simple truth: adapt or die. Here are my top picks for brands providing the most disruption this month:


DoNotPay launches AI-based refunds for falls in the prices of a booked flight

What is it?

DoNotPay, a robotic artificial intelligence lawyer’s latest feature allows users to automatically get a refund when the price of their booked flight falls. The service scans confirmation emails for legal clauses enabling customers to amend their booking. DoNotPay then scans the airline website 17,000 times per day to check for price decreases, rebooking the cheaper flight and giving the user a refund directly into their account.

What can we learn from this?

These new brands are setting standards for the ultimate level of customer experience and customer service. Brands must change their business strategy to focus on helping serve each and every customer need in a way which is most meaningful to them.

Source: The Verge


Sports Direct launch eSport concessions in-store

What is it?

Sports Direct are set to launch a series of pay-to-play eSports concessions across their stores, allowing users to play digital sports games whilst shopping through an owned subsidiary of Game Digital called Belong. The move provides Sports Direct with the opportunity to not only garner more profit from the pay-to-play model, but also from the additional opportunities for upselling products available in-store.

What can we learn from this?

Brands are capitalising on the unique opportunities that their industry can bring to give customers a completely unique and relevant experience in-store. Stores are becoming an environment which is more attractive to customers, more engaging, and more profitable.

Source: Ninety Minutes Online


Natural History Museum launch second Attenborough VR experience

What is it?

The Natural History Museum have teamed up with Sky to once again provide users with a virtual reality experience around the museum. The campaign, Hold the World, allows users to take an interactive look at some of the museum’s exhibition, with David Attenborough explaining the artefact right in virtual reality, right in front of the user.

What can we learn from this?

Traditional organisations are looking towards technology to provide a more immersive and engaging experience to help attract an new, younger audience, as well as providing a competitive edge over competitors in a traditionally non-digital world.

Source: Engadget


Nextdoor revolutionise voting system

What is it?

Five California counties have adopted a voting act that will allow them to change how they handle elections. Voters can email their ballots, vote early, or vote at any polling station across the country. Residents will also start to get election information through Nextdoor – the social network for neighbourhoods. Voters can receive messages about deadline reminders, the location of voting centres and election changes.

What can we learn from this?

The move has the potential to completely revolutionise the way we vote. Political parties have the opportunity to target younger voters in a way which suits their needs, whilst providing more local and relevant communications. The campaign trail will never be the same again as politicians start to become even more reliant on digital to communicate their key messages to new audiences.  

Source: Tech Wire  


Capital One launch virtual credit card

What is it?

Capital One have launched a new feature for Eno, a virtual credit card number. Users visit the site and click to generate a unique credit card number for each online supplier. The move allows users to have a unique virtual card number for each online store, and offers the ability to instantly destroy the credit card number and related spend in case of an account hack.

What can we learn from this?

Financial brands are looking to new and innovative ways to use technology to help protect their customers, whilst providing a more simple purchasing experience online.

Source: Digi Day



Katherine Calderbank