In this episode of AQ’s Blog & Grill, Alan chats with long-time colleague and friend Glen Drummond about a potential, slippery slope of AI and other emerging, predictive technology. “Empathy is an essential and defining human quality,” says Glen. And, more than that, we’re hard wired to respond to empathy. So, what happens when there’s a disconnect between what we expect to see happen, and what we experience?

Lean in as Glen shares his insights into how to avoid AI and predictive technologies evolving to deepen the gap, making corporations less empathetic, and how we can get ahead of it and program these technologies to do more corporate good.

BIO
With 30+ years of innovation under his belt, Glen Drummond continues to challenge the status quo in order to create solutions that work. Glen’s portfolio includes marketing, advertising, digital experience design, new product innovation, and brand strategy. He’s worked in B2B, B2C, and academia, and continues to drive understanding in customer experience and innovation. Glen serves as Chief Solution Architect at Carbon Design, Chief Innovation Officer at Quarry Integrated Communications, and Adjunct Faculty at both the University of Waterloo’s Masters in Digital Experience Innovation and the Lazaridis MBA. His upcoming book, The Customer in the Mind’s Eye encourages marketers to start recognizing the view of the customer as a creative choice with strategic implications. You can catch Glen on past episodes of AQ’s Blog and Grill: Getting Feedback from your Customer’s Experiences; Marketing Personas, Automation & Customer Experience; Dealing with Business Disruption; and How to Leverage the Personalization Ladder to Build Brand Affinity.