Unlocking AI’s Full Potential with Customer Centricity: Reflections from London Tech Week 2025
Earlier this month, Inrupt’s co-founders Sir Tim Berners-Lee and John Bruce joined Financial Times reporter Cristina Criddle at London Tech Week for an enlightening discussion on the future of data ownership and artificial intelligence. The conversation explored critical questions about how AI agents will reshape our digital landscape and what this means for individual digital sovereignty in an increasingly automated world.
The Agent Revolution: From Answers to Action
The rise of generative AI and AI agents has caused a fundamental shift in how we interact with technology to manage our daily lives—one that will have major implications for companies and consumers alike. We are moving from an era in which we search for information, goods, and services online to one where AI agents inform decisions and take actions, such as making purchases or booking travel, on our behalf.
The advent of agentic AI bears some similarities to Sir Tim Berners-Lee’s invention of the World Wide Web over 30 years ago. Many companies are investing heavily in AI agents due to their transformative potential, but limitations and gaps within existing data infrastructures and how we manage and share personal data today stand in the way of true commercialization of the technology. AI outputs today are reminiscent of early web searches, where users could be sure that search results weren’t manipulated by personalized advertising. However, as more and more users rely on AI to research products or services and make informed, personalized recommendations, it’s more important than ever for both LLMs and companies to deliver personalized experiences, utility and value while maintaining customer trust.
Customer Lock-In and LLMs
Like other tech platforms and apps today, AI systems create user lock-in which hinders individuals from being able to easily access or benefit from their own data, while also preventing LLMs and businesses from having an authentic understanding of users and customers. As consumers input more and more data into a single AI system, they benefit from increased personalization, better recommendations and improved services—but only within that system. At the same time, it becomes harder and harder to switch to another LLM platform without losing these insights. And without transparency into exactly how LLMs are making decisions or using their memory to personalize results, users risk losing control over their online experiences.
“The choice has been made by the agent,” said John Bruce during the London Tech Week keynote. “There’s a way to do it where you get the benefits of agents without surrendering choice. The secret to it is that you keep your data under your control. You get to consent to who or what can access it.”
Introducing Agentic Wallets™
Seven years ago, Sir Tim wrote about “Charlie”—an AI agent working purely in users’ interests. This vision has evolved into Inrupt’s Agentic Wallets™, built on Sir Tim’s Solid protocol.
Agentic Wallets™ are a type of data wallet that allow for deep personalization without vendor lock-in, creating new opportunities for organizations and individuals alike. Companies can offer Agentic Wallets™ that combine existing customer information with additional user-provided data. The result is hyper-personal experiences based on explicit consent rather than inaccurate tracking and guesswork.
“I want the ability to give the LLM data about myself, as well as data about the world,” said Sir Tim during the keynote.
Learn More
Interested in learning more about how Agentic Wallets™ can transform your organization? Check out our media features from London Tech Week:
