Artificial intelligence (AI) is behind the success of high-performing customer service teams, according to the latest research from CRM outfit, Zendesk.

Digital technology is transforming work, yet Australian workers don’t feel equipped for the changes because of a lack of training, according to new Swinburne research.

A new study has found, by 2030, 67 per cent of customer engagement will be handled by smart machines. However, will this simply be trading empathy for efficiency?

Amazon Prime, the behemoth of paid customer loyalty programs, counts some 100 million members in its ranks, and it’s growing.

Salesforce has announced a new customer data platform (CDP) integrated with Customer 360 to build a single view of customer across marketing, commerce, sales, and service.

The Association for Data-Driven Marketing and Advertising (ADMA) has formally launched its new suite of courses in ADMA IQ, covering key marketing pillars such as digital marketing, data-driven marketing, customer experience along with copywriting, creative leadership and privacy compliance among others.

KPMG Australia has acquired UX, web and mobile app technology firm, Love Agency, which specialises in building solutions for enterprise and government clients. The acquisition will boost KPMG’s digital strategy, AI, machine learning, IoT, data and analytics services.

Grabbing a precious few minutes for a spot of online retail therapy has become commonplace and few would give up this convenience and pleasure. Yet sometimes the retail experience can seem a little one-sided, clicking through clothing categories and navigating menus to find desired items.

Just as brands like Volvo are embracing virtual reality (VR) to encourage customers to experience its vehicles virtually, and JCDecaux is seeing the potential to woo advertisers through virtual tours of their airport touchpoints, some schools are realising the opportunities of embracing innovation and technology.

​While the majority of Australian businesses agree AI will provide them with a significant competitive advantage in the coming years, few are prepared for the implementation and risks that go along with AI, a new report shows.

Facebook is expanding upon the privacy announcements it made in March this year, saying it is building a more privacy-focused social platform moving forward.

Executives from SkyCity, Foodstuffs and PwC share their experiences as their organisations foray into AI

Technology and marketing leaders gather for the third annual CIO and CMO Executive Connections in Auckland. Here are pictorial highlights from the event.

Foxtel and Mindshare are taking customer experience to the next level for cricket fans using AI. ‘Monty’, a machine learning (ML) model, has been spotting when and how wickets would fall in live games, in real time, and alerting fans before it happens.

​One of the world’s biggest seasoning manufacturers is launching an AI-powered flavour development platform later this year.

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).