During the “Future Customer Interaction” workshop, Swisscard’s leadership team examined the impact of emerging technologies on the company using a scenario-based approach. The goal was to explore possible futures and develop a shared understanding of the dynamics of digital transformation.
Scenario Workshop for Swisscard
In an interactive workshop, we used scenario planning techniques to explore how digital transformation—particularly the use of artificial intelligence—may influence Swisscard customers’ behavior.
Scenario planning served as a forward-looking method that combines analytical thinking with creative approaches. Rather than making predictions, the focus was on fostering a conscious approach to uncertainty and sharpening awareness of long-term developments.
At the core was the question of how customer needs might evolve over the next ten years. Five personas, each representing different attitudes toward new technologies, helped make these future scenarios tangible. Under the theme “Future Customer Interaction,” groups explored how people might interact with brands in the future—from initial awareness to usage and long-term engagement.
The workshop combined interactive group work with short inputs on current AI trends. In small groups, participants developed their own scenarios and reflected on the opportunities and challenges these could present for Swisscard.
The result: a deeper understanding of the interplay between technological developments and evolving customer needs, as well as concrete impulses for future product and service design at Swisscard.
The scenario-based approach broadens perspectives: it enables participants to look beyond emerging technologies and AI to consider additional relevant influencing factors. This creates a holistic view of potential future developments, taking into account both obvious trends and unexpected changes.
The workshop also inspired the Head of the Acquiring team to adopt the methodology and initiate a follow-up interactive and co-creative process with his team to develop a shared vision for the future.
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We develop speculative artefacts and future scenarios to make possible developments tangible and promote innovation.
Disclaimer: Swisscard is mentioned in this publication solely as a reference client. Swisscard is in no way responsible for the content of this publication and has neither reviewed nor approved it. All information is provided without guarantee. Any liability on the part of Swisscard for the timeliness, accuracy, completeness, reliability, or suitability of the information contained in this publication for any particular purpose is excluded.