The World Governments Summit (WGS), in collaboration with Arthur D. Little (ADL), has released a report titled Urban Futures and Changing Demographics: Transforming Cities of the Future Through Customer-Centricity. The report outlines a long-term vision for urban development through 2070 and emphasizes the role of customer-centric approaches in improving future well-being.

It calls on cities to adopt more personalized, people-centered planning and service-delivery strategies, warning that failure to adapt could leave them behind amid rapid technological and demographic change. The report examines the characteristics of customer-centric cities and outlines how technology can better serve human needs.

More than half of the world’s population now lives in urban areas, the report notes, yet rapid urbanization has reduced liveability in many cities. A customer-centric model seeks to address this by delivering personalized, sustainable urban experiences, supported by digital tools and greater citizen participation.

The report describes customer-centricity as a long-term approach to technology adoption, highlighting the role of artificial intelligence, predictive analytics, and adaptive infrastructure in responding to real-time needs. It also notes that public services are likely to become more automated while retaining human oversight and warns that climate risks, including rising flood threats to coastal cities, will require more resilient urban planning.

Looking ahead to 2070, the report envisions cities supported by real-time digital twins, semi-autonomous infrastructure systems, AI-enabled transport and education networks, and climate-resilient megacities, including floating districts and urban centers powered by fusion and renewable energy.

To support this transition, the report urges city leaders to define a clear urban identity, ensure inclusive digital access, build flexible data platforms, and complement traditional metrics with wellbeing indicators. It also highlights the use of pilot zones and regulatory sandboxes to test new service models, alongside the need for transparent governance and for integrating sustainability and resilience into urban development.

Commenting on the findings, Samir Imran, Partner for Travel, Transportation, and Hospitality at Arthur D. Little Middle East, said that smart cities are most effective when technology is designed around people. He added that placing citizens at the center of digital innovation supports more liveable, sustainable, and competitive urban environments.