Join host Oliver Lennon for the second part of his conversation with Chris Gillen, CEO and co-owner of A Closer Look (ACL), a customer experience consultancy that helps brands build authentic and enduring customer-centric brand loyalty. Chris brings nearly three decades of expertise in customer experience, particularly in the retail space with major brands like Target, Home Depot, and Toys R Us.
Chris draws fascinating parallels between the industrial revolution and the current AI revolution, discussing the phases of AI adoption - from chaos and misunderstanding to normalisation and advancement. He explains the evolution from narrow AI, like Siri and Alexa, to the more advanced general AI, such as OpenAI's GPT models and speculates on the potential of super AI in the near future.
The conversation delves into the challenges companies face in keeping up with rapid technological changes, the importance of an AI roadmap and the critical balance between AI innovation and human emotional intelligence (HEI). As they discuss the implications of AI on job markets, brand loyalty, and the customer experience, Chris emphasizes the need for education and transparency in AI implementation.
This episode is a must-listen for anyone interested in understanding how AI is reshaping industries and what the future may hold. Tune in to gain valuable insights into the opportunities and challenges presented by AI and how businesses can strategically position themselves to thrive in this rapidly evolving landscape.
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