In today’s unpredictable technology landscape, businesses are constantly challenged to innovate and improve their customer experiences. O3, a leading  CX consultancy, is positioned at the intersection of strategy, design, and technology. Recently, Mike Gadsby, Chief Innovation Officer at O3, shared insights on how artificial intelligence (AI) is revolutionizing customer interfaces and experiences in a compelling podcast titled “The Disruption is Now.”

The Disruption is Now podcast, hosted by Greg Matusky, offers insightful discussions on the impact of artificial intelligence (AI) across various industries. Through engaging conversations with leading innovators, Matusky demystifies AI’s potential to reshape industries and redefine work dynamics.

Gadsby delved into the substantial impact of AI on customer interactions. He outlined O3’s strategic approach to understanding and addressing evolving consumer needs.

Here’s a breakdown of key takeaways:

Strategic evolution

O3 has evolved into a strategic firm focused on understanding people, positioning ourselves to help our clients leverage gen AI to improve customer touchpoints. By dissecting personas and customer journeys, O3 identifies friction points and devises digital solutions to enhance those experiences.

Harnessing generative AI

O3’s utilization of generative AI across various facets is widespread, from discovery to content creation. This technology enables faster idea framing and ensures consistency in content development processes.

Diverse toolset

Reflecting on O3’s diverse portfolio, we dove into the array of tools employed by different teams. From ChatGPT streamlining workflows to Copilot aiding code development, O3 leverages and explores cutting-edge technologies tailored to specific project requirements.

Conversational AI for web interfaces

The potential of conversational AI in driving personalized web experiences is enormous. By enabling seamless interactions and hyper-personalization, AI revolutionizes traditional website interfaces, offering tailored experiences to users in a conversational experience that’s familiar to them.

Hyper-personalized experiences

Using the example of the home improvement decision-making process, AI streamlines complex decision-making processes. Through automated conversations and product recommendations, AI transforms cumbersome tasks into effortless experiences.

This conversation reflects O3’s commitment to driving meaningful customer and employee experiences through AI-driven strategies. With a track record of successful gen AI and LLM projects, O3 is a thought leader in CX + AI integration, offering holistic solutions that propel businesses toward success in an AI-driven era.

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About O3

Since 2005, our team has been pushing the boundaries of innovation with its deep understanding of the current and emerging digital ecosystem. Learn more about us, our work or innovation at O3.