# The Big Game 2026 Signal Report: the full report and every idea from the room

Centrical’s The Big Game, Tottenham Hotspur Stadium, London, 15 October 2026. 75+ CX and operations leaders. Prompt: "It’s 2030. Write a new job title for someone on your frontline team. What would you love them to spend their days doing?"

Signal report: https://interactive-keynote.ai/signal-reports/centrical-2026/

Part 1 is the Data & Insight report. Part 2 is every analysed idea. Drop the file into ChatGPT, Claude or Copilot and ask your own questions.

# Part 1: Data & Insight report

## Summary

**The frontline of 2030 is today’s job at its best.** You drew more time with customers, relationships that last, and the power to fix things on the spot. You imagined agents who know the whole story, stay with customers and solve problems without waiting for permission. Making that day possible means changing what agents can decide, how they learn and what you reward. First, clear the way: 40 of the 53 ideas name something to take off the plate, from trackers and ticket logs to waiting for permission.

## Themes

Relationships were the most common theme. Clearing the way to fix things comes second, and taking the job out into the world is close behind.

| Theme | Share of ideas | Main theme of | What it tells you |
|---|---|---|---|
| Relationships that last | 38% | 12 ideas | Edith keeps one agent from buying to upgrading. A banking adviser stays with you from school to retirement. “I know my players!” Being known is the service. |
| Free to fix it | 26% | 11 ideas | No wait, no triage, no transfer, no approval. Trackers and BS tasks crossed out; ticket logging and record searches handed off. The agent resolves it on the first call. |
| Value out in the world | 25% | 7 ideas | The CEO flips from “Save me money” to “Create me revenue”. An OVO van tours the country, a green energy adviser works with households, and a clean water role takes to a paddleboard. |
| The whole person | 19% | 7 ideas | An engineer visits a household in debt and sees the children, the solar panels and the help on offer. Health, money and mental wellbeing in one conversation. |
| The human beyond the bot | 19% | 8 ideas | “Can I speak to a human?” when the chatbot can’t say where the products come from. The person reads what the customer is feeling, and steps in when AI agents deadlock. |
| Ahead of the problem | 11% | 5 ideas | Fix it before the customer knows there’s an issue. Know why people are calling, instead of asking every caller. Spot the annual leave gap before the rota breaks. |
| Getting better at the job | 11% | 3 ideas | A coach listening live on a new agent’s call. Self-serve coaching and skills. An AI that shapes training around how each person learns. |

Shares are of the 53 analysed ideas. Ideas can touch several themes, so shares total more than 100%.

## Grounded: What gets in the way today.

40 of the 53 ideas name something to take off the frontline’s plate. Most of it is ordinary: trackers, ticket logs, searching, waiting for permission. Removing it is half the job. The other half is the authority to act once it’s gone, and 3 ideas hand the agent that power outright.

| The part AI plays | Ideas |
|---|---|
| AI not mentioned | 34 |
| AI takes the routine work | 6 |
| AI assists the person | 8 |
| The person runs the AI | 4 |
| The job holder is an AI | 1 |

| Who the role serves | Ideas |
|---|---|
| Customers | 39 |
| Colleagues | 24 |
| The business | 21 |
| Vulnerable customers | 7 |
| Communities | 4 |
| Team leaders | 0 |

- **Your Advisor (for whatever).** (off the plate: Waiting, Triage, Referral, Transfers, Approvals). “No wait, no triage. No referral, no transfer, no approval.” The arrow ends at one word: Autonomy. Which of those 5 steps does your process still need?
- **Love my role and the customer.** (off the plate: Transactions, BS tasks, Measures). Two smiling faces and a heart labelled “Love”. Underneath, crossed out: transactions, BS tasks and measures. Which of your measures would survive that pen?
- **100% knowledge, no searches.** (off the plate: Searching records). Hospital, GP and patient records feed one “whole story”, so the agent is “left to just care and talk”. How many systems does your agent open before they can say hello?
- **Customer Champion.** (off the plate: Waiting on a team leader). A “100% self-serve frontline agent” running their own coaching, performance, skills and work/life balance, with “non-reliance on TLs”. If agents need team leaders less for permission, what do team leaders spend the day on?
- **Remove the BS jobs, drive change.** (off the plate: Manual trackers, BS jobs). “Removing the manual jobs (trackers).” The time goes to customers, and to a circle of colleagues sharing ideas “to drive real change!”

## Manifesto: The Future Normal of the Frontline

A crowd-powered manifesto for the frontline of 2030. Co-created live by 75+ CX and operations leaders | Centrical The Big Game 2026, London | October 2026.

### What we believe

**The approval queue retires. The agent fixes it.** No wait, no triage, no referral, no transfer, no approval. The Customer Champion runs their own coaching, skills and work/life balance without waiting on a team leader. The person on the call has the power to make change, and the trackers and ticket logs are gone.

**The whole story arrives before the customer does.** Hospital, GP and patient records come together, leaving the agent to “just care and talk”. Ticket logging and information gathering happen in the background. You spend the conversation moving forward, instead of reconstructing what happened.

**The customer gets an adviser for life.** Edith keeps the same agent through buying, setting up, fixing and upgrading: “I am always here to help.” A banking adviser supports you through life’s changing circumstances. Every conversation builds on the last. You don’t have to start the relationship again whenever something changes.

**Human contact earns its place.** “Maximising contact not eradicating it.” One sketch changes the CEO’s demand from saving money to creating revenue. The ambition is to make a conversation worth having: resolving something difficult, building trust and giving a customer a reason to stay.

### What if...?

**What if no new starter ever took a hard call alone?** A coach listens live and steps in while an inexperienced agent works through a customer’s problem. When AI takes the straightforward calls, learning the job gets harder. Live coaching makes sure beginners still have somewhere to begin.

**What if the tablet tapped you on the shoulder?** A debt collector arrives at a house. Their knowledge hub notices the signs of vulnerability they missed and nudges them while there’s still time to help. The prompt changes the purpose of the visit: understanding what support the household needs.

**What if the bots argued and the humans agreed?** Your AI agent and the company’s AI agent argue out a dispute between themselves. When they deadlock, two people step in and agree an outcome both sides can live with.

**What if help arrived in the post?** An envelope lands on the doormat of someone who isn’t online. Open it and a hologram says hi, with live help to change their energy tariff. Mission Impossible style, but without the explosion. You don’t have to get online before you can get help.

## Edge insights

**What if no new starter ever took a hard call alone?** “A coach live listening and helping an inexperienced agent with a customer issue.” On the sketch the job title still carries a question mark: “Live call coaching?”. If AI takes the straightforward contacts, beginners lose the calls they used to learn on. Where will your new starters practise in 2030?

**What if the tablet tapped you on the shoulder?** A debt collector at the door, a tablet linked to a “knowledge hub”, and a loop labelled “missed vulnerability?”. Another sketch sends an E.ON engineer to a household in debt “to help” and to see who lives there. Both turn a collection visit into a support visit. What would your field teams need to know before they knock?

**What if the bots argued and the humans agreed?** The sketch splits the work in two. At the top: “Empathy (Human)”. Below it, AI agents handle the “disputes / support / transactions”, one for the business and one for the customer. When they clash (angry speech bubbles on both sides), they hand over to two smiling people who settle it, “built on negotiations / value”. The bots do the transactional back-and-forth; people step in where agreement takes empathy. When your customers send their own AI agents, who on your team settles the argument?

**What if help arrived in the post?** “Send technology through the post, mission impossible style (but doesn’t blow up afterwards).” It’s for customers who are “not online or tech savvy”. Another sketch asks for support for “any customer anywhere regardless of the customers’ access to tech”. Which of your channels assumes the customer is already online?

## Tensions

**Does a human fix teach the system anything?** Some sketches put people closer to customers. Others put them in charge of improving AI. Imagine connecting the two: when an agent resolves something the bot couldn’t, that experience improves the next interaction. What happens to that knowledge in your operation today?

**Would your best future agent hit today’s targets?** You drew advisers who stay with customers, take time to understand their circumstances and prevent the next problem. One sketch crossed out “measures”. Which of these people would look successful on your current scorecard? Which might be penalised for doing exactly what you want?

**Less permission. More support.** One sketch removes dependence on team leaders. Another puts a coach alongside a new starter on a difficult call. Together they suggest a different management job: less time authorising decisions, more time building the judgement to make them. What would you stop asking team leaders to approve so they could spend more time helping people improve?

## Blind spots

**Who leads the team in 2030?** Draw a team leader’s day alongside the frontline roles you imagined. When do they coach, notice someone struggling or help the team learn from a difficult case? What needs to leave their diary to make that day possible?

**Who’s new?** New starters appear once, in the live coaching sketch. The room drew experienced people at their best. Run the same prompt for someone in their first month and compare.

**Who pays for the better day?** The roles in this room cost time: longer relationships, home visits, lifelong advisers. What would your CFO need to see to fund one of them?

## Five moves

- **Remove a task. Give the time a purpose.** Ask agents which duplicated log they’d remove, then agree what the released time should make possible.
- **Hand over one decision.** Find an approval agents routinely wait for and define when they can make it themselves.
- **Practise the difficult conversation.** Take a recent hard case and rehearse it before the next new starter meets it live.
- **Test the scorecard against the sketch.** Choose one imagined role and ask whether today’s targets would encourage its best work.
- **Keep the relationship through the handover.** Follow a repeat customer’s journey and identify where they have to explain themselves again.

## Audience feedback

58 Talkadot responses: 100% found the session valuable, 95% would hear Henry again, 94% relevant, 95% engaging, 90% actionable.

## Method

57 entries reached the portal. 1 pre-event test, 2 duplicate uploads of one photo and that sketch itself (no frontline role) were removed, leaving 53 analysed, 12 of them sketch-only. Each idea was read, sketch and words together, and coded for themes, what it takes off the frontline’s plate, the part AI plays and who it serves. Later submissions from viewers of the recording are outside this analysis.

# Part 2: every idea from the room

53 ideas. "Participant" is what the person typed (blank where they only drew). "Job title" is the title written on the sketch or typed, where there was one. "Off the plate" is our reading of what the idea takes away from the frontline today. "AI-expanded concept" is the VisuAIse tool’s elaboration of the sketch and words, and is not the participant’s own text.

## 1. Home-based agent reaching any customer

- Themes: The whole person, Value out in the world
- Job title: (none written)
- Off the plate: Customers' lack of tech access no longer blocks them from getting help; the office location stops mattering
- Participant: Person at home supporting any customer anywhere regardless of the customers' access to tech
- AI-expanded concept: OmniReach is a remote-first customer service software designed to connect work-from-home agents with users anywhere in the world, regardless of their technology access. By bridging the digital divide, OmniReach translates complex web support interfaces into accessible offline channels such as SMS, interactive voice response (IVR), and basic mobile web. It features lightweight data modes, automated translation, voice-to-text dictation, and simple workflow queues that allow remote agents to deliver premium support to rural, offline, or low-tech communities globally.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/c1489a6d-3427-4940-b669-df7713cebd15/

## 2. AI cleans data, human analyses

- Themes: Free to fix it
- Job title: (none written)
- Off the plate: Sourcing and cleansing data by hand
- Participant: AI has sourced and cleansed the data so now I can just focus on analysing it.
- AI-expanded concept: CleanSlate is an enterprise-grade AI engine designed to automate the painful bottleneck of data sourcing and cleansing. By autonomously extracting unstructured information from diverse sources, resolving anomalies, and structuring it into ready-to-analyze formats, CleanSlate bridges the gap between raw data and actionable insight. Built for financial analysts, business intelligence leads, and operational researchers, the platform features multi-source intelligent ingestion, auto-harmonization (handling missing values, format alignment, and deduplication), and seamless, live-syncing integrations with Excel and Google Sheets. Instead of wasting 80% of their workflow on wrangling, professionals can instantly focus on high-impact predictive modeling and decision-making.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/dc983a5c-ccb7-43b0-8351-2a1d7a6a1f9e/

## 3. Love the role and customer

- Themes: Relationships that last, Free to fix it
- Job title: (none written)
- Off the plate: Transactions, 'bull shit tasks' and measures are crossed out
- Participant: Love my role and the customer ❤️
- AI-expanded concept: AmityFlow is an innovative customer success and employee enablement platform designed to eliminate administrative friction and repetitive, low-value tasks. By automating routine transactions and rigid, stress-inducing metrics, AmityFlow empowers customer-facing teams to focus on what truly matters: building empathetic, long-term relationships that drive mutual delight. The platform shifts organizational focus from dry transactional volume to genuine customer connection and employee fulfillment. Key features include: (1) Smart-Task Automation to seamlessly handle routine data entry and standard inquiries; (2) Empathy Co-Pilot offering real-time sentiment insights to help agents personalize their interactions; and (3) Human-Centric Metrics that replace stressful quantitative KPIs with relationship health indices and role satisfaction tracking.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/8f503fe5-ed67-49f4-9710-9a9d994d4efb/

## 4. Employee and customer heart connection

- Themes: Relationships that last
- Job title: (none written)
- Off the plate: Possibly clock-watching or time pressure on calls (clock and '5 mins' drawn), reading uncertain
- Participant: (sketch only)
- AI-expanded concept: HeartSync is a unified human-centric customer engagement platform that directly bridges the gap between frontline employees and customers. Inspired by the principles of emotional intelligence, HeartSync optimizes real-time interactions to foster deep brand loyalty and high-satisfaction outcomes. The platform serves retail brands, hospitality groups, and customer service centers looking to elevate their customer experience (CX) and employee experience (EX) concurrently. Key features include: 1) Empathy-Based Routing: An intelligent pairing system that matches customers with the best-suited frontline agent based on historical interactions and personality profiles; 2) Real-Time Sentiment tracking: Instant post-interaction micro-surveys that measure emotional connection (the heart symbol); 3) One-to-One Workspace: A simplified dashboard that empowers employees with contextual insights to make customers feel valued and heard instantly; and 4) Gamified Appreciation: A system that directly translates customer love into tangible employee rewards and recognition.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/84931e69-4439-4ce9-9dab-b3274ad20a4c/

## 5. Energy engineer as household helper

- Themes: The whole person, Value out in the world
- Job title: (none written)
- Off the plate: Debt visits as pure collection; vulnerability going unseen
- Participant: An e.on engineer visits a customer to help with their debt and investigate how we can help based on vulnerability children and other energy solutions.
- AI-expanded concept: An intelligent, on-site assessment platform designed for field engineers visiting vulnerable households facing energy debt. CareForward transforms traditional debt-collection interactions into supportive, holistic consultations. The platform enables engineers to securely log household vulnerability markers, such as the presence of young children, and instantly cross-reference them with available social tariffs, government grants, and emergency fuel funds. Concurrently, it models custom green-transition roadmaps showing how integrating solar power, smart home optimization, or localized EV charging can permanently lower the household's future bills. By blending empathetic financial restructuring with forward-looking energy planning, CareForward builds a sustainable path out of fuel poverty.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/a84122a2-9e34-4984-b609-d6585512d371/

## 6. Live coach on the call

- Themes: Getting better at the job
- Job title: Live call coaching?
- Off the plate: New agents left alone on difficult calls
- Participant: A coach live listening and helping an inexperienced agent with a customer issue
- AI-expanded concept: WhisperCoach bridges the gap between novice support agents and seasoned team leaders. By facilitating non-intrusive, live 'whisper-in-ear' audio streams, real-time screen-sharing, and interactive chat prompts, the platform allows senior coaches to guide junior staff through complex customer inquiries in real-time, completely invisible to the end customer. This solution is designed for high-volume customer support operations, sales teams, and BPO providers seeking to drastically reduce onboarding times, improve First Contact Resolution (FCR) rates, and elevate overall customer satisfaction. Key features include Silent Whisper Audio (allowing one-way coach-to-agent voice communication), Live Screen Co-browsing (for active visual guidance on the agent's screen), and AI-Powered Prompting (which suggests real-time solutions and templates to both the coach and agent).
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/a247156b-de6c-4ab6-a51e-2fd076fcaa48/

## 7. AI finds answers, people create

- Themes: Free to fix it
- Job title: (none written)
- Off the plate: The 'wait, what now' searching and figuring out how to start
- Participant: Ai help with defining , finding essay quick organised way and then people are free for creativity
- AI-expanded concept: Based on the provided sketch outlining a workflow from initial uncertainty to AI-enabled solutions and creative sharing, MuseDraft is designed to revolutionize how knowledge workers, researchers, and students draft content. The product acts as an intelligent intermediary that answers the 'What now?' phase by instantly gathering, synthesizing, and organizing relevant essays, papers, and sources. Key features include 'Smart Semantic Search' for rapid document location, 'Structured Blueprinting' to generate immediate outlines, and a collaborative 'Creative Sandbox' designed for team feedback, sharing, and creative refinement. By automating the tedious early stages of research, MuseDraft frees users to focus on high-value synthesis, polish, and creative enjoyment.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/d6d169df-3f45-4fab-9978-c0b31d7c4570/

## 8. Self-serve customer champion

- Themes: Free to fix it, Getting better at the job
- Job title: Customer Champion
- Off the plate: Reliance on team leaders to tell agents how, what and when
- Participant: A contact centre agent with full autonomy without the need for a manager to tell them how, what and when to do things.
- AI-expanded concept: ChampionOS is an AI-powered SaaS platform designed to transition traditional, manager-dependent contact center agents into highly autonomous 'Customer Champions'. By decentralizing the role of Team Leads, ChampionOS provides frontline agents with complete self-service tools to manage their own career growth, schedules, and daily operations. Key modules include AI-driven self-coaching and real-time performance tracking to continuously improve metrics; personalized, bite-sized skills training dynamically triggered by performance gaps; and an autonomous shift planner that lets agents self-manage their work-life balance through AI-approved schedule adjustments. Built for modern customer experience (CX) departments and BPOs, the platform fosters a culture of ownership, drastically reduces overhead costs associated with supervisor-to-agent ratios, and dramatically improves agent retention and customer satisfaction.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/1a1f828c-d663-4e02-b5aa-680f85916aa2/

## 9. Contact as revenue, not cost

- Themes: Value out in the world, Relationships that last
- Job title: (none written)
- Off the plate: The 'save me money' mindset that cuts agent headcount and deflects contact
- Participant: Maximising contact not eradicating it
- AI-expanded concept: Touchpoint is a B2B SaaS platform designed to transform customer support from a cost-reduction burden into a powerful revenue generator. Instead of deploying automated systems to deflect customer contact and cut headcount (the 'Save Me Money' trap), Touchpoint uses real-time conversational AI to identify high-value moments during customer service interactions. The engine equips support agents with context-aware product recommendations, upsell opportunities, and retention strategies, turning everyday support queries into profitable transactions. By aligning customer experience directly with business growth, Touchpoint enables CEOs to transition from contact eradication to active revenue creation.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/4bdd7a69-cfe0-4680-9afd-2cf228eca485/

## 10. I know my customer

- Themes: The whole person, Relationships that last
- Job title: (none written)
- Off the plate: (none named)
- Participant: Know your customer
- AI-expanded concept: Inspired by the 'I know my customer' sketch mapping social connections, travel intent, and accommodation planning, TribesTrip is a next-generation travel platform built on deep user personalization. The platform helps travel companies and social groups co-create custom itineraries by mapping out individual preferences (such as 'fun' activities and transit methods) into a unified travel profile. Key features include an AI-driven Customer Profile Generator, a Collaborative Trip Sandbox for real-time group voting, and an automated Smart Logistics Planner that coordinates accommodation and transport. Designed for travel agencies, destination management companies, and social coordinators, TribesTrip turns customer insights into perfect, frictionless journeys.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/aa90b662-f933-4cf8-a580-20aab3d753f0/

## 11. Care and kindness magnifier

- Themes: Relationships that last
- Job title: Care + Kindness Magnifier
- Off the plate: (none named)
- Participant: (sketch only)
- AI-expanded concept: Based on the user's sketch depicting a 'Care + Kindness Magnifier' that facilitates 'Human Connection' between individuals, KindMagnify is an enterprise-grade cultural engagement platform designed to combat workplace isolation and burnout. The platform provides a structured yet organic way for employees to recognize, log, and amplify small acts of kindness and support in their daily workflows. Key features include: 1. Kindness Peer-Recognition: A micro-recognition tool that allows employees to highlight colleagues who went above and beyond with care or empathy. 2. Human Connection Generator: An AI-driven matching engine that bridges organizational silos by pairing cross-functional teammates for casual virtual chats based on mutual interests rather than job titles. 3. Psychological Safety Analytics: A dashboard for HR and executive leadership offering real-time cultural health metrics and sentiment trends to proactively address burnout.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/edb503a1-8a91-46e8-b0b9-77fa8c3209d3/

## 12. Real-time demand planner

- Themes: Ahead of the problem
- Job title: Demand Planner
- Off the plate: Forecasting from lagging data
- Participant: Forecasting sales on real-time activities
- AI-expanded concept: TrendPulse bridges the gap between marketing virality and supply chain logistics. Inspired by the 'Demand Planner' workflow, this platform monitors real-time digital signals (like viral YouTube videos, TikTok trends, and social engagement spikes) to automatically update demand models. Instead of waiting for historical sales data to trickle through, TrendPulse alerts factories, online order hubs, and physical stores immediately, adjusting manufacturing queues and distribution routes dynamically to prevent stockouts and optimize inventory management.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/10fc9752-4b6b-484a-b8e1-bda4c46aa2cf/

## 13. Impact through quality conversation

- Themes: Relationships that last
- Job title: (none written)
- Off the plate: (none named)
- Participant: Make an impact
- AI-expanded concept: Inspired by the hand-drawn concept of structured human connection, ImpactSphere is an intentional communication platform designed to combat the superficiality of modern digital networks. By utilizing a unique quadrant-matching system based on the sketch's circular cross-axis design, the platform pairs individuals across four dimensions: interests, values, communication styles, and collaboration goals. It is built specifically for community builders, educators, and professionals seeking constructive dialogue. Key features include guided conversation frameworks, curated 'icebreakers' that encourage authentic sharing, and an 'Impact Dashboard' that tracks the constructive outcomes, insights, and continuous relationships formed through these high-quality interactions.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/f61a1677-a346-4bf1-b11f-c94bd6929546/

## 14. Human agents over AI agents

- Themes: The human beyond the bot
- Job title: Human Agents (customer service)
- Off the plate: Dead-end AI agents that cannot answer or solve every problem
- Participant: Human customer service is better . Not all AI agents can answer/solve all the problems
- AI-expanded concept: HumaneBridge is an intelligent customer experience platform designed to eliminate the frustration of dead-end AI chatbots. Recognizing that automated systems often fail to solve complex, nuanced, or high-stakes issues, HumaneBridge monitors customer-bot interactions in real-time. Using sentiment analysis, it detects user frustration, repetition, or complex queries and instantly routes the conversation to a live human agent. Crucially, the platform transfers the complete context and a summary of the automated interaction, ensuring customers never have to repeat themselves. Designed for enterprises in finance, healthcare, and e-commerce, HumaneBridge preserves brand loyalty by balancing automated efficiency with essential human empathy.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/402621c4-9196-4066-b574-1577114a3610/

## 15. Spotting vulnerable customer connections

- Themes: The whole person
- Job title: (none written)
- Off the plate: Vulnerability and life circumstances going unnoticed
- Participant: Connections and Vulnerable contacts
- AI-expanded concept: EcoGraph is an intuitive digital eco-mapping tool designed for social workers, therapists, and healthcare case managers to visualize, track, and assess a client's support network. By turning hand-drawn relationship maps into dynamic digital sociograms, the platform allows professionals to map key connections, flag vulnerable relationships, and identify crucial support gaps. Armed with these insights, care providers can design targeted intervention plans, monitor relationship dynamics over time, and cultivate healthier support ecosystems for individuals navigating difficult life transitions.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/f2ae6b95-8b8e-4f85-b678-26d81803aa6b/

## 16. Proactive wellbeing support

- Themes: Ahead of the problem, The whole person
- Job title: People Empower Player
- Off the plate: Waiting for customers to reach crisis before acting
- Participant: Proactive customer support
- AI-expanded concept: EmpowerPulse is an empathetic, AI-driven customer success platform designed to monitor and proactively support the holistic wellbeing of your users. Inspired by the 'People Empower Player' philosophy, the platform tracks key indicators of user distress across financial, mental, and engagement health metrics. By identifying warning signs in real-time, EmpowerPulse enables customer support teams to intervene proactively with tailored resources, financial guidance, or wellness checks, turning standard customer service into a compassionate safety net that boosts retention and trust.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/f1481cea-493f-46e4-af06-ea853b24eb09/

## 17. From agitated to calm

- Themes: Relationships that last
- Job title: (none written)
- Off the plate: Chaos or agitation, possibly in customers or the agent's day; not stated
- Participant: An agitated glass of water losing its contents becomes a calm and stable glass whereby the contents is safe and controlled
- AI-expanded concept: EquiSip is an advanced gyro-stabilized smart mug designed for individuals experiencing hand tremors, Parkinson's disease, or mobility challenges. Utilizing active motion-cancellation sensors and micro-actuators, the device counteracts erratic movements in real-time to keep beverages level and prevent spills. This restores independence, dignity, and confidence to users. The accompanying mobile app tracks hydration levels, grip stability, and tremor patterns, providing actionable data for users, families, and healthcare providers.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/6dd35da1-ec8b-4686-ac84-0f4802b3a6fb/

## 18. No trackers, agents drive change

- Themes: Free to fix it, Getting better at the job, Relationships that last
- Job title: (none written)
- Off the plate: Manual trackers and 'BS jobs'
- Participant: Removing the manual jobs (trackers). Agents spending their time with customers and shaeing their ideas with colleagues to drive real change! Remove the BS jobs, drive change.
- AI-expanded concept: LiberateCX is an AI-powered agent enablement and customer feedback intelligence platform designed to eliminate administrative overhead and empower support teams. By replacing manual tracking sheets with automated conversation analysis, the platform frees agents from data entry to focus on high-quality customer relationships. It features a collaborative front-line hub where agents can easily log, discuss, and upvote insights directly from their customer interactions, turning raw ground-level feedback into structured, actionable initiatives that drive systemic organizational change.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/81694799-c64a-4299-bef8-b2c353fcf750/

## 19. One call, happy customer

- Themes: Free to fix it, Relationships that last
- Job title: (none written)
- Off the plate: The 'noise' that stops agents simply resolving the issue
- Participant: (sketch only)
- AI-expanded concept: ClarityCall is a streamlined customer support workspace designed to eliminate administrative clutter and empower support agents to resolve issues in a single interaction. Inspired by the philosophy of 'one call equals a happy customer,' the platform optimizes the direct connection between customer and agent by stripping away system noise and presenting only highly relevant customer history and intent. Key features include an AI-driven distraction-free workspace, smart agent-customer routing based on historical rapport, a collaborative co-resolution interface, and success analytics centered on customer satisfaction rather than raw ticket volume. By humanizing support interactions and prioritizing complete resolution on the first attempt, ClarityCall helps organizations build stronger customer relationships and drive unparalleled customer satisfaction scores.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/977ae1a4-64f5-4cf2-9412-2f4abc549e6f/

## 20. AI agents negotiate, humans agree

- Themes: The human beyond the bot
- Job title: (none written)
- Off the plate: Low-level disputes, support and transactions handled by AI agents
- Participant: AI agents disputing each other from the business and customer side and escalate to human beings agreeing
- AI-expanded concept: Amicable is a next-generation conflict resolution platform designed to streamline transaction disputes, customer support challenges, and contractual disagreements. By employing autonomous AI agents representing both sides of a dispute, the platform simulates and executes automated negotiation workflows. These AI agents work through low-level friction, policy boundaries, and transactional data in real-time. When a creative or highly empathetic compromise is required, Amicable elegantly escalates the case to human operators, providing them with a clear, structured summary of the negotiation history and proposed pathways to an agreement, ensuring business relationships are preserved and value is maximized.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/a580c693-08df-4c9f-86d5-168b864695bb/

## 21. Video advice on what to plant

- Themes: Relationships that last
- Job title: (none written)
- Off the plate: (none named)
- Participant: What tree where … enhance my gardening experience
- AI-expanded concept: HortiVision is an agentic, AI-powered spatial gardening platform that solves the common dilemma of 'what tree goes where'. By utilizing interactive video streams and advanced spatial AI, the platform analyzes a user's backyard layout, sunlight exposure, and soil type to provide instant, tailored planting recommendations. Designed for homeowners, amateur gardeners, and urban landscapers, HortiVision features real-time AR plant visualization, a 3-year growth projection tool to see how plants look in the future, and on-demand video consultations with master gardeners to elevate the outdoor living experience.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/b32b5aed-1d35-4d72-bae6-8be89e4f4f14/

## 22. Sales exec at the hub

- Themes: Value out in the world
- Job title: MI Sales Exec
- Off the plate: Unclear role and where to sell; not stated
- Participant: I need AI TO TEACH ME TO DRAW
- AI-expanded concept: ScribbleFlow is an interactive, AI-powered design mentor and diagram converter created for business professionals who want to master visual communication. For executives, product managers, and sales teams who rely on crude napkin sketches to map workflows, ScribbleFlow acts as a digital bridge between raw ideas and polished presentations. When a user uploads a hand-drawn diagram, the AI instantly interprets the structure (such as identifying stakeholders, flow directions, and bottlenecks) and transforms it into a professional, presentation-ready flowchart. Concurrently, the 'Coach' module teaches the user visual thinking principles, offering real-time feedback, stylus-guided drawing tutorials, and standard iconography toolkits so they can gradually build the confidence and skills to sketch their ideas clearly and professionally on any whiteboard.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/c756c88d-d324-4dcd-8304-5f855b8ff47c/

## 23. Customer care co-ordinator at scale

- Themes: Relationships that last, The human beyond the bot
- Job title: Customer Care Co-Ordinator
- Off the plate: One-to-many service that loses the personal touch; manual spotting of pain points
- Participant: A customer care co-ordinator. It’s like a dedicated account manager but they manager could deal with hundreds/thiusands of customers (team or individual) using the AI of the future to help.  All determined by AI monitoring the call and helping identify key pain points with the human help and feeling
- AI-expanded concept: CareScale is an AI-powered customer success platform designed to transform traditional support agents into high-scale, dedicated account managers capable of handling thousands of accounts. By combining cutting-edge artificial intelligence with human empathy, CareScale monitors live calls and text chats in real-time to analyze client sentiment, flag unexpressed frustration, and auto-detect operational pain points. The system provides coordinators with instant, context-aware action suggestions, ensuring every client feels individually prioritized. Perfect for enterprise support departments and scaling SaaS customer success teams, CareScale enables organizations to provide premium, high-touch relationship management at an unprecedented scale without exponential headcount growth.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/a6e11fc2-1476-4371-a791-c389900820ef/

## 24. Engineer freed for the fix

- Themes: Free to fix it, Relationships that last
- Job title: (none written)
- Off the plate: Logging tickets and filling out information
- Participant: The role of service desk engineer in the future is for the engineer to have the time needed to provide quick and efficient technical fixes, ai can do the manual tasks such as logging the ticket, filling out the info etc. users love a human interaction with a fast te Novak fix
- AI-expanded concept: SymbioDesk is an intelligent service desk companion designed to bridge the gap between AI automation and human empathy. By instantly handling repetitive, administrative tasks, such as real-time ticket logging, categorization, metadata tagging, and follow-up scheduling, SymbioDesk frees up valuable cognitive space for support engineers. This empowers IT professionals to focus 100% of their energy on diagnosing technical issues and fostering the warm, personalized human interactions that customers crave, resulting in rapid resolutions and soaring customer satisfaction scores.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/a850cc43-9cd5-412c-895d-27d09fd14ee7/

## 25. Agent with power to change

- Themes: Free to fix it
- Job title: (none written)
- Off the plate: Being limited to answering questions without authority to fix things
- Participant: Agent of a future, who has power to make change , not just answer questions
- AI-expanded concept: Vanguard is an enterprise-grade autonomous AI agent platform designed to transition from passive, conversational Q&A to active, real-world task execution. Built for operations, engineering, and business teams, Vanguard integrates directly with your API ecosystem and software stack to proactively identify system improvements, automate complex multi-step workflows, and deploy actual changes. Key features include proactive threat and bottleneck detection, autonomous code/configuration deployment, natural language system orchestration, and robust human-in-the-loop validation frameworks to ensure reliable, high-impact automated change management.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/56a749e9-4b84-4aaf-8d82-3339aa8a0a20/

## 26. Whole patient story, human care

- Themes: The whole person, Free to fix it
- Job title: (none written)
- Off the plate: Searching across hospital, GP and other records
- Participant: Human agents who know the whole patient story and background.  All records from all sources.  Left to just care and talk
- AI-expanded concept: HolosHealth is a revolutionary patient coordination platform designed to restore the human connection in healthcare. By seamlessly aggregating fragmented medical records, hospital transcripts, GP notes, and patient-reported data into a single, cohesive timeline, HolosHealth provides care advocates with 100% knowledge instantaneously. Designed for healthcare organizations, care coordination agencies, and chronic disease management providers, the platform eliminates tedious data searching and administrative friction. Key features include an interoperable data integration engine, a 'Whole Story' patient timeline visualization, automated care signposting, and a communication interface designed to let human agents focus exclusively on active listening and empathetic patient care.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/219d1f9f-36f3-47ac-aec7-3776c47b83f0/

## 27. Agent building customer communities

- Themes: Value out in the world, Relationships that last
- Job title: (none written)
- Off the plate: (none named)
- Participant: Building customer communities
- AI-expanded concept: HubSphere is a white-label enterprise SaaS platform designed for consumer product and IoT manufacturers to transform high-cost support centers into self-sustaining customer ecosystems. The platform enables brand agents to initiate, moderate, and scale peer-to-peer support channels where device owners (from smart home enthusiasts to kitchen appliance users) can directly connect, share troubleshooting tips, and exchange custom device integrations. By structuring engagement between brand agents and customer cohorts, HubSphere drives down customer service costs while drastically increasing user retention and community-driven innovation.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/033cd677-78b7-4710-b5d1-3750af9f5cdb/

## 28. One agent for the whole lifecycle

- Themes: Relationships that last
- Job title: (none written)
- Off the plate: Handoffs between different agents at each stage of the customer journey.
- Participant: (sketch only)
- AI-expanded concept: Kinship is a high-touch customer relationship platform designed to replace anonymous support queues with dedicated personal agents. By pairing customers with a single, consistent agent from purchase through setup, troubleshooting, and eventual upgrades, Kinship fosters deep trust and loyalty. The platform provides agents with unified customer histories, proactive engagement tools, and lifecycle tracking to deliver the seamless, individual service shown in the sketch.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/532bf225-d86f-41a3-a2ef-5274ccdbfca6/

## 29. Customer expert with lighter cognitive load

- Themes: Free to fix it, The whole person
- Job title: Customer Expert
- Off the plate: Cognitive load of complex medical screening calls.
- Participant: A customer expert speaking to a medical screen customer for travel insurance
- AI-expanded concept: MedAssure is an advanced AI-powered agent copilot designed to revolutionize travel insurance medical screenings. By streamlining complex underwriting questionnaires into an intuitive, conversationally adaptive interface, it dramatically minimizes the cognitive load on customer support agents. The platform dynamically guides agents through nuanced medical declarations in real-time, matching patient histories to tailored risk profiles instantly. This ensures customers receive perfect, accurate, and empathetic coverage solutions on the first call, eliminating friction and boosting conversion rates for enterprise insurance contact centers.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/55e242ae-6e40-46f3-a903-666f10646ce7/

## 30. Pop-up energy roadshow in a van

- Themes: Value out in the world
- Job title: Pop up energy roadshow adviser
- Off the plate: Waiting for customers to call in; advice moves out to communities.
- Participant: (sketch only)
- AI-expanded concept: OVO EcoRoad is an innovative, community-first roadshow designed to deploy custom-retrofitted electric vehicles across the UK to act as mobile energy-efficiency hubs. Staffed by certified energy experts, these pop-up consultations deliver personalized advice to help citizens lower utility bills, optimize heating, and transition to renewable energy. By bringing direct, actionable advice right to consumers' doorsteps, this initiative bridges the gap between high-level energy policy and real-world domestic savings.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/58c84a63-3fb4-4761-b755-a0695fe9ac67/

## 31. Player expert who knows players

- Themes: Relationships that last, Value out in the world
- Job title: Player Expert
- Off the plate: (none named)
- Participant: (sketch only)
- AI-expanded concept: PlayExpert is an outcome-focused Player Relationship Management (PRM) platform that transforms raw gamer data into highly actionable monetization and retention strategies. Built around an intelligent AI Core, the platform acts as an automated 'Player Expert' that understands individual player behaviors, predicts churn to save at-risk revenue, identifies real-time purchase intent to generate new revenue, and triggers personalized in-game experiences. By bridging player-centric empathy with automated machine learning, PlayExpert helps game studios maximize lifetime value and sustain healthy gaming communities.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/752fc5ba-febd-4591-be51-a6a55e327efd/

## 32. Online stylist for e-commerce shoppers

- Themes: Relationships that last, Value out in the world
- Job title: e-commerce Retail Assistant
- Off the plate: (none named)
- Participant: E-commerce retail assistant
- AI-expanded concept: CladAI is an advanced AI-powered virtual retail assistant designed for e-commerce fashion brands. It recreates the curated experience of an in-store stylist by helping customers coordinate custom looks and discover styles tailored to their unique preferences and body types. The platform analyzes catalog inventory to assemble complete, matching outfits, addressing the common pain points of online shopping. Key features include a visual outfit recommendation engine, interactive customer style profiling, custom look-matching, and instant multi-item cart integration to drive higher average order value (AOV) and reduce product returns.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/a5123a0d-2309-46f9-b84c-e2c0f820cf7b/

## 33. Guided selling from advice to order

- Themes: Value out in the world
- Job title: (none written)
- Off the plate: (none named)
- Participant: (sketch only)
- AI-expanded concept: AdvisorFlow is an enterprise SaaS platform that bridges the gap between complex engineering solutions and consultative sales. Inspired by the 'Solvers' to 'Guided Selling' flow depicted in the sketch, the platform enables product specialists to encode complex technical rules and 'advice' into dynamic decision trees. Sales representatives can then utilize these interactive 'Order Guides' in real-time client meetings to perfectly match customer needs with precise product configurations. By turning deep technical product expertise into structured, step-by-step advisory paths, AdvisorFlow accelerates deal velocity, eliminates costly ordering errors, and empowers every sales rep to perform like a seasoned product expert.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/b87dc8e4-304c-47e8-b092-100318ca5dbb/

## 34. Queen bee with AI worker bees

- Themes: The human beyond the bot
- Job title: queen bee
- Off the plate: Handling the stream of feedback, questions, issues, complaints, risks and concerns.
- Participant: Every human is now a queen bee, with an army of worker bees that can do the work
- AI-expanded concept: HiveOS is an AI-powered operations platform that transforms individuals into 'Queen Bees' supported by an army of specialized autonomous AI agents. Based on the provided sketch, HiveOS deploys pre-configured digital 'worker bees' to manage critical workflows including Feedback, Ideas, Questions, Issues, Complaints, Risks, and Concerns. The platform automatically triages inbound noise, drafts responses, and triggers backend workflows, allowing solo founders, product managers, and executives to scale their output exponentially without increasing headcount.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/bc01c70d-e049-46ff-82a0-94ee42e61255/

## 35. Advisor with full autonomy

- Themes: Free to fix it
- Job title: Your Advisor (for whatever)
- Off the plate: Waiting, triage, referral, transfers and approvals.
- Participant: (sketch only)
- AI-expanded concept: EmpowerDesk is a revolutionary customer experience platform built on the philosophy of absolute agent autonomy. By pairing front-line advisors with an intelligent, context-aware AI copilot, the platform eliminates traditional support bottlenecks like queues, triage, and multi-tiered escalations. Equipped with real-time AI guidance, automated policy guardrails, and instant data synthesis, advisors are fully empowered to resolve 'whatever' the customer needs on the spot. EmpowerDesk removes the friction of waiting for manager approvals or relying on external departments, enabling true first-contact resolution and delivering an unparalleled, seamless customer experience.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/c4886917-43e0-48ee-b2ac-9d45f46a00e5/

## 36. Call centre agents and callers

- Themes: Relationships that last
- Job title: (none written)
- Off the plate: (none named)
- Participant: Call centre agents and public calling in
- AI-expanded concept: CivicLine is a cloud-based call routing and queue management platform designed to streamline communication between the public and distributed support agents. Inspired by classic switchboard simplicity, CivicLine features a real-time visual grid dashboard that displays active queues, agent statuses, and incoming call traffic. The platform utilizes intelligent routing algorithms to automatically pair callers with the most relevant available agent, reducing hold times and improving public service efficiency. Equipped with instant feedback tools and basic softphone integration, CivicLine enables seamless, remote-friendly operations for municipal hotlines, utility support desks, and community helplines.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/de950be8-bc5a-4eec-92b2-1226de91592b/

## 37. Improvement officer

- Themes: Getting better at the job
- Job title: Improvement officer / Assistant
- Off the plate: (none named)
- Participant: (sketch only)
- AI-expanded concept: KaizenCopilot is an enterprise-grade AI assistant designed to automate and augment the role of a continuous improvement officer. By integrating seamlessly with team communication channels and project management tools, it proactively identifies operational bottlenecks, gathers employee feedback, and suggests actionable workflow optimizations. Utilizing structured methodologies like Lean and Six Sigma, KaizenCopilot tracks progress, measures efficiency gains, and fosters a culture of ongoing development within organizations.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/06301009-5836-4024-9d55-7e77426e6e2b/

## 38. Human for questions AI can't answer

- Themes: The human beyond the bot
- Job title: (none written)
- Off the plate: Dead ends when the chatbot says "I can't give you info about suppliers, sorry".
- Participant: Customer wants information about suppliers but AI can’t provide. Need a human to provide this info so that shopper feels comfortable buying the products
- AI-expanded concept: TraceTrust is a specialized human-in-the-loop escalation platform designed for e-commerce brands. When consumer AI chatbots hit a roadblock with complex, high-stakes inquiries about supplier ethics, product sustainability, or carbon footprints, TraceTrust seamlessly transitions the customer to a real-time sustainability expert or brand representative. This ensures that conscious shoppers receive authentic, accurate, and human-verified answers to their ethical concerns, driving customer trust, brand loyalty, and high-value conversions.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/17004869-411d-483b-93d1-8e9e0dfe6944/

## 39. AI coach that reads sentiment

- Themes: Getting better at the job, The human beyond the bot
- Job title: (none written)
- Off the plate: One-size-fits-all training.
- Participant: This is an image of an AI in 2030 who understands human sentiment and how humans like to learn to deliver the best learning strategies
- AI-expanded concept: EmpathAI is an advanced, emotion-aware Learning and Development platform designed specifically for customer operations and support teams. By leveraging sentiment analysis and real-time behavioral insights, the AI agent continuously adapts training modules, learning tempos, and communication styles to match each employee's unique cognitive load and emotional state. This ensures optimal skill acquisition, minimizes support team burnout, and fosters a supportive work culture through tailored, empathetic micro-learning experiences.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/24fa9624-3ab0-4615-bd31-3f31afb8623a/

## 40. Fix problems before customers notice

- Themes: Ahead of the problem, Getting better at the job
- Job title: (none written)
- Off the plate: Failure demand.
- Participant: (sketch only)
- AI-expanded concept: ForesightCX is an intelligent service operations platform designed to eliminate 'failure demand' and elevate the customer experience. By combining real-time system diagnostics with targeted staff upskilling, ForesightCX enables organizations to detect and resolve operational friction points before customers even notice. The platform continuously monitors workflows to preemptively fix issues, assesses agent capability gaps to deliver on-the-spot learning, and analyzes service delivery cycles to drive continuous performance improvement. This loop drastically reduces unnecessary support tickets, optimizes resource allocation, and fosters an ultra-proactive customer service environment.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/36021574-155a-4252-8c62-3fbf78f3f5f3/

## 41. Resourcer vetting job candidates

- Themes: Free to fix it
- Job title: Resourcer
- Off the plate: Compliance paperwork and admin.
- Participant: (sketch only)
- AI-expanded concept: VetFlow is an intelligent digital platform designed to streamline compliance and onboarding workflows for recruitment agencies and talent acquisition teams. Drawing from the workflow of a 'resourcer' interacting with candidates, VetFlow automates the collection, validation, and tracking of crucial compliance documents, certifications, and background checks. The system features a self-service candidate portal, automated administrative reminders, and real-time vetting status dashboards, allowing recruiters to transition candidates from initial contact to fully compliant placement seamlessly.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/5e3d5bf5-5821-4e19-bf19-1d50b346cd1f/

## 42. Knowing why customers call

- Themes: Ahead of the problem, Free to fix it
- Job title: (none written)
- Off the plate: Not knowing why people are calling; discovery at the start of every call.
- Participant: (sketch only)
- AI-expanded concept: IntentRing is a next-generation voice intelligence platform designed to eliminate the mystery of incoming customer calls. By mapping real-time digital behavior, past purchase history, and active support tickets to incoming phone numbers, IntentRing provides customer service teams with instantaneous, AI-driven context before they even pick up the phone. Instead of asking why a customer is calling, agents are greeted with live predictive insights explaining the exact nature of the inquiry. This dramatically reduces average handle times, eliminates repetitive discovery questions, and elevates customer satisfaction to unprecedented levels.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/6b541dd3-516b-4d21-9c4e-e28ea981a928/

## 43. Vulnerability nudge for debt collectors

- Themes: The whole person, Ahead of the problem
- Job title: (none written)
- Off the plate: Missed vulnerability in field visits.
- Participant: Debt collector goes to collect money, missed vulnerability tablet records and sends a nudge to prompt the agent
- AI-expanded concept: VulneraTrace is a compliance-focused, mobile-first SaaS solution designed for field debt collectors and customer service agents. Leveraging a centralized 'Knowledge Hub', the platform acts as an intelligent assistant during customer interactions. If an agent overlooks indicators of consumer vulnerability (such as cognitive decline, physical illness, or extreme financial hardship), the system processes context clues and historical data to deliver immediate, real-time 'nudges' directly to the agent's tablet or device. This empowers agents to pivot from standard collection procedures to supportive, regulatory-compliant solutions, ensuring ethical recovery and enhanced consumer care.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/7c45f0c5-d2d1-47f4-9f66-fe2e59e07448/

## 44. Mechanic for AI agents

- Themes: The human beyond the bot
- Job title: (none written)
- Off the plate: Direct handling of customer contacts, now done by AI agents.
- Participant: Managing / supporting AI agents to service customers
- AI-expanded concept: AgentWrench is an enterprise-grade control center designed to monitor, troubleshoot, and optimize autonomous customer service AI agents in real time. Bridging the gap between AI automation and human empathy, the platform allows human supervisors to observe live conversations, instantly step in with 'wrench' tools when agents falter, and seamlessly hand off complex queries. It features real-time performance analytics, intent escalation triggers, and an intuitive UI to retrain agents on the fly, ensuring flawless customer support experiences.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/81b9ae2c-d706-420d-96e2-bbf92f6f1deb/

## 45. Agent adds value behind AI

- Themes: The human beyond the bot, Value out in the world
- Job title: (none written)
- Off the plate: Main customer interactions, handled by AI.
- Participant: Main interactions between customer and company handled by AI, agent adds value in background, develops AI accuracy with unknown processes etc
- AI-expanded concept: SymbioCX is an AI-first customer experience platform designed to transition customer support from a traditional cost center into an efficient value driver. Built on the hybrid 'human-in-the-loop' paradigm shown in the sketch, the platform allows an advanced AI agent to act as the primary interface for customer interactions (handling contact reasons and autonomous resolutions). When the AI encounters an issue 'outside known processes,' the system seamlessly routes it to a human agent. Instead of merely resolving the ticket, the agent’s actions are fed directly back into the AI to continuously expand its knowledge base and accuracy. Freed from high-volume, low-complexity tasks, human agents are empowered to act as proactive consultants, delivering 'added value' through specialized cost-saving insights, high-touch relationship management, and personalized customer experiences. Key features include an autonomous multi-modal AI engine, real-time agent-handover triggers, an adaptive machine-learning feedback loop, and a dedicated value-generation dashboard for human agents.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/ab80a83c-8ba6-48bd-b675-f2e2e28e0c78/

## 46. Reading what people are feeling

- Themes: The human beyond the bot, Relationships that last
- Job title: (none written)
- Off the plate: Understanding context and goals, which AI takes on.
- Participant: Focus on understanding people sentiments as AI will understand the context and goal but not the feeling behind it.
- AI-expanded concept: HumaneQ is an innovative workplace intelligence platform that bridges the gap between digital task execution and human emotional wellness. While modern project management tools track timelines and outputs, HumaneQ focuses entirely on the human element. By integrating seamlessly with communication hubs like Slack, Microsoft Teams, and email, HumaneQ uses advanced sentiment analysis to map the psychological safety, anxiety, alignment, and emotional friction of team members. Designed for HR leaders, remote executives, and engineering managers, key features include real-time team sentiment dashboards, predictive burnout risk modeling, actionable EQ coaching prompts for leaders, and anonymized relationship friction maps. HumaneQ ensures that as work becomes more automated, team empathy, connection, and psychological well-being remain at the forefront.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/c5610337-9a48-4e35-a09a-800daf76c39f/

## 47. Cradle-to-grave banking advisor

- Themes: Relationships that last, The whole person
- Job title: Banking advisor
- Off the plate: (none named)
- Participant: Cradle to grave financial support from a high-street bank
- AI-expanded concept: LifeArch is an integrated, relationship-first financial advisory ecosystem designed to accompany customers through every major milestone of life. By blending advanced predictive planning tools with highly attentive, lifelong personal advisors, the platform spans from early youth savings through educational milestones, career growth, homeownership, and ultimately retirement and estate transition. It bridges the gap between digital convenience and deeply empathetic, human-centric financial guidance.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/d70de7c8-0530-4000-8aad-a9991d488c4f/

## 48. Empathy for complex, AI for simple

- Themes: The human beyond the bot, Relationships that last, Value out in the world
- Job title: (none written)
- Off the plate: Simple, easy, transactional contacts, which go to AI.
- Participant: Build strong long lasting relationships with the customer, simple goes to AI, but the complex, difficult, need love and support from agent and drives longer relationship and more sales
- AI-expanded concept: Sympatico is an intelligent customer engagement platform that strategically splits customer journeys based on complexity and emotional need. Utilizing advanced sentiment analysis, Sympatico routes simple, transactional tasks (like returns or balance inquiries) to instant AI self-service. For complex, emotionally charged inquiries demanding empathy and support, it seamlessly escalates the interaction to human agents. By equipping agents with real-time customer context, sentiment indicators, and relationship-nurturing prompts, Sympatico transforms high-stress touchpoints into loyal, long-lasting relationships that drive higher lifetime value and increased sales. Designed for modern B2C enterprises, telecoms, and financial institutions, this hybrid orchestration engine ensures efficiency without sacrificing the human connection.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/e139852d-ba86-4bd8-a492-9cd4259c4f4a/

## 49. Customer success without admin

- Themes: Free to fix it
- Job title: CSM Central
- Off the plate: Admin and complex meetings.
- Participant: What customer success team manages today . What it will achieve tomorrow
- AI-expanded concept: CSM Central is an intelligent operations platform designed specifically for Customer Success (CS) teams to eliminate heavy administrative overhead and complex alignment meetings. By streamlining manual coordination into automated, instantaneous workflows, CSMCentral enables organizations to execute customer-facing change management in seconds. Key features include AI-driven automated meeting preparation and synthesis, real-time dynamic playbook updates across all customer accounts, and proactive customer impact tracking. CSM Central empowers customer success managers to shift focus from tedious paperwork to strategic relationship building and value delivery.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/ea82048c-1d89-4829-b982-5fd6ded2af06/

## 50. Paddle-boarding clean water ambassador

- Themes: Value out in the world
- Job title: Clean Water marketing
- Off the plate: (none named)
- Participant: Paddle boarding customer service
- AI-expanded concept: AquaPaddle transforms traditional customer service and localized marketing into an active, eco-friendly community experience. Designed for water utilities, environmental organizations, and outdoor brands, the platform coordinates paddleboard-riding brand ambassadors who navigate local waterways to engage directly with waterfront residents. These ambassadors provide face-to-face customer support, distribute educational materials about water conservation, monitor local water quality, and conduct micro-cleanup efforts. AquaPaddle combines real-time environmental monitoring, route planning, and interactive customer relations to turn Corporate Social Responsibility into highly visible, memorable community interactions.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/f3fe3875-dbd2-4627-ad49-a35e14ea02bd/

## 51. Green energy advisor at home

- Themes: Value out in the world
- Job title: Green energy advisor
- Off the plate: (none named)
- Participant: Green energy advisor
- AI-expanded concept: EcoVolt is an intelligent energy management platform designed to guide homeowners through their green energy transition. By synthesizing real-time data from rooftop solar panels, residential wind turbines, home batteries, EV chargers, and localized weather forecasts, EcoVolt acts as a digital advisor that optimizes electricity usage. It automatically schedules high-draw activities, such as charging electric vehicles or running appliances, during peak solar generation or low-tariff periods, dramatically lowering energy costs and reducing carbon footprints.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/f4d441a2-5f50-4439-abf2-3cc4d1900844/

## 52. Scheduling engineer spotting leave gaps

- Themes: Ahead of the problem
- Job title: Schedualing engineer
- Off the plate: Staffing gaps from overlapping annual leave.
- Participant: Schedualing engineer using their platform to connect better with service desk engineers pulls reports and shows annual leave vunrabilities
- AI-expanded concept: CxGuard is an intelligent workforce planning and scheduling platform designed to bridge the gap between service desks and technical engineering teams. By integrating directly with enterprise support platforms like CxOne, CxGuard continuously analyzes staffing data to identify 'annual leave vulnerabilities', critical periods where overlapping time-off creates support gaps. The system enables scheduling engineers to run automated risk reports, optimize engineer-centric timetables, and collaborate seamlessly with service desks to maintain high SLA compliance and prevent operational bottlenecks.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/fc81d8ed-b565-492b-b637-5cdcf77347f3/

## 53. Hologram support through the post

- Themes: The whole person
- Job title: (none written)
- Off the plate: The digital divide that shuts offline, older customers out of support.
- Participant: Support vulnerable customers (ie. Aged, not online or tech savvy). Send technology through the post, mission impossible style -(but doesn't blow up afterwards)  feels like live support in their own home - envelope launches personalized hologram video with real time access to help. Ie energy tariff changing etc
- AI-expanded concept: HoloPost bridges the digital divide for vulnerable, elderly, or non-tech-savvy consumers by reimagining direct mail as an accessible, high-touch support channel. Designed for critical service updates like energy tariff adjustments, bank migrations, or policy changes, HoloPost delivers self-contained, auto-activating video mailers straight to the customer's doorstep. Upon opening the envelope, an intuitive interactive display launches a personalized video message explaining complex updates clearly, accompanied by a single-touch button to connect instantly with a live customer support advisor, bringing face-to-face home care without requiring internet setup or technical skills.
- Portal: https://app.visualisefutures.com/cb0614ab-d260-403f-812c-829715ea3699/b8f1c290-a23b-48f5-b31b-f01addce183e/