Touchpoints: Automation, AI and the Future of CX (with Mike Gadsby)

Design Brew
Design Brew
Public group
Location image of event venue


I used to be consumed with designing a perfect interface. 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.

6:00 - 7:00 pm: Networking & Introductions
7:00 - 7:45 pm: Presentation
7:45 - 8:00 pm: Q&A


Mike Gadsby is Co-Founder and Chief Innovation Officer at O3. He oversees innovation and strategy at the company and brings 20 years of experience advising everyone from startups to Fortune 500 brands. In addition to his client work, Mike oversees O3’s Labs and Ventures programs. Outside of work, Gadsby shares his business and innovation knowledge with people as an educator, conference speaker, and mentor. He has designed curriculum and has taught graduate-level UX courses and has spoken to industry professionals at numerous events throughout the region. Mike has an inspiring, entrepreneurial spirit and a constant thirst for helping businesses and organizations thrive through design and technology.


O3 World is a leading digital product design and development agency. They combine strategy, innovation, and a deep understanding of the current and emerging digital ecosystem to deliver results for clients. They work with businesses as their strategic partner to provide long-term digital solutions through web, mobile, e-commerce, and application development. Headquartered in Philadelphia, they emphasize a balanced approach to design, innovative technological solutions, and award-winning agency culture. To learn more, visit