Touchpoints: Automation, AI and the Future of CX

December 02, 2021 at 10:00am - 11:30am
Tangen Hall, Rm 706 & Virtual via Zoom
Are you consumed with designing a perfect interface? We all aim for perfection but the world is rapidly changing. The future is here and staying in front of it requires a wider lens. A customer’s journey from awareness through brand engagement is rarely through a singular touch point and is almost never linear. Users often bounce back and forth between channels and their experience is generally fraught with friction. The future of customer experience (CX) is now rooted in our ability to design across channels and deliver experiences that are personalized, proactive and predictive. In this talk, we’ll examine how we look at CX, and how we’re designing for the future through data, automation and AI.

This session is led by Mike Gadsby, Co-Founder and Chief Innovation Officer of O3 World, a customer experience consultancy. Mike oversees innovation and strategy at the consultancy and brings 20 years of experience advising everyone from startups to Fortune 500 brands.

In person seating is limited to the first 25 attendees. All attendees will receive a Zoom link prior to the event.

REGISTER HERE

Questions? Please contact Taylor Durham at tjdurham@wharton.upenn.edu