NIB reports one year on, its chatbot, nibby, has handled more than 21,500 member interactions, with a 70 per cent success rate, saving 535 hours of consultant handling time

​Artificial intelligence (AI) and emotional intelligence (EI) and how they can optimise the customer experience (CX) is the focus of an investment by Daimler Financial Services into New Zealand start-up Soul Machines.

Leading brands are personalising well, but most organisations have a way to go before their personalisation is at the level the modern consumer now expects.

AI is only as good as the training data it is fed, and we must be aware of in-built bias as we move into a future where AI becomes increasingly relied on, said experts at the Dreamforce conference last week.

Marketing and customer experience professionals looking to artificial intelligence (AI) to improve their organisation’s customer game are going to have to find a way to work with IT or risk missing out on the real benefits of the emerging technology.

​Improved human-bot interactions for better personalisation may not be as far off as we think, thanks to new research linking personality to eye movements using artificial intelligence (AI).

Alibaba has a vision for the future of retail where there is no distinction between online and offline shopping, and the customer experience is enhanced by augmented reality, artificial intelligence (AI) and facial recognition.

Home-grown artificial intelligence assistant company, Flamingo AI (ASX:FGO), has confirmed 10 clients are progressing through paid trials and nine are now deploying its virtual sales and service assistants.

Denmark-based Danske Bank Group is using a ‘one-tribe’ approach to push its data analytics strategy in order to improve operations and enhance customer experiences.

Alibaba Group is powering ahead with a range of AI research and initiatives in a bid to realise its vision: To make it easy to do business everywhere and anywhere.

Artificial intelligence (AI) is here to stay. And while brands are in varying stages of maturity with AI projects and strategies, there’s one common principle: The nascent technology needs to meet customer expectations in a simple and useful manner.

There’s no question today’s brands recognise the purpose of gathering customer intelligence (CI) is is to better understand customer motivations in order to drive future growth.

Key to excellent CX is customer intimacy, or a connection with your customer. In our latest Food for Thought series we asked leading marketers and CX professionals: What does it take to create customer intimacy in an engagement/interaction?

Shifting focus from direct customer response to retention, with the help of an artificial intelligence-enabled marketing platform, Emarsys, has seen Global Shop Direct obtain a 20 per cent uplift in revenue from automated product recommendations on its website.

UBank’s CMO says the launch of RoboBrain, a hyper-personalised cognitive assistant, is dramatically improving customer response times and a massive leap forward in the bank’s AI journey.

Technology and data are transforming customer service support in unprecedented ways, making the pursuit of it a strategic priority for CMOs. In our latest Food for Thought series we asked leading marketers: What ways are technology and data transforming customer service and support?

AMP is on a quest to deliver enhanced ‘customer experiences’ and is using the power of artificial intelligence (AI) - as part of the recent Salesforce platform adoption - in order to offer ‘mass personalisation’ to customers and advisers.

All the latest martech and adtech news this week from LogMeIn, Adobe, RhythmOne, Lotame, DataWatch, Criteo, Instapage and Seismic

Australian marketers must incorporate augmented reality (AR) and ensure mobile devices are key to strategy if they are to remain relevant in an immersive, machine driven and smartphone-dominated world.

All the latest martech and adtech news this week from Facebook, Flamingo AI, Salesforce, ContentSquare, and more.

Brands will increasingly use artificial intelligence (AI) strategies to prioritise personalisation at scale, while ‘fake news’ will continue to influence social strategies as ‘trust declines, while peer influence will rise,” according to Hootsuite’s third annual Social Trends Report.