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.

Read more about the need for emotional intelligence in CX.

“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

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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.