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O3 World’s Chief Innovation Officer, Mike Gadsby reviewed the evolving landscape of customer experience and its interplay with artificial intelligence in a recent AiThority feature. As brick and mortar stores pivot to capture the business of quarantined customers, they must prioritize emotional intelligence, a rich digital ecosystem and of course privacy and security.
“Hyper-personalization is the CX term for it, but the root value is actually empathy. Human beings want to feel known — it’s about trust and comfort (especially at a time like this).” – Mike Gadsby, Chief Innovation Officer
