Chatbots

Strategy

CMO's top 10 CX predictions for 2023

Economic headwinds as well as heightened scrutiny to ensure CX programs deliver business value will have hefty impact on the customer experience management landscape in 2023, several industry thought leaders believe.

Strategy

How Quitline tapped this AI tool to re-engage lapsed quitters

“Quitline is always looking for new and innovative ways to engage and communicate with people who want to quit smoking or vaping,” Quitline manager, Lindsay Whelan, told CMO about its decision to adopt a new artificial intelligence (AI) tool.

Strategy

How NAB is conversing with customers in every channel

More than 80 per cent customer satisfaction scores and 90,000 call deflections are just some of the metrics giving National Australia Bank’s Reveka Katakis confidence in the company’s evolving digital and social customer service approach.

Digital Marketing

Versa launches bot-activated website

Versa agency has created a unique interactive, artificial intelligence (AI)-driven website which uses conversational bots so visitors can use voice or text to interact with the site.

Strategy

Why the newest member of BT’s contact centre is a chatbot

BT recently launched a 24/7 online virtual assistant ‘Blue’, which supports advisers and their clients seeking immediate responses to common questions, step-by-step guides and connecting people to one of our specialised support teams. The chatbot is learning ‘on the job’ and in a single week has helped over 900 people and responded to more than 2000 queries for the financial services company.

Digital Marketing

Kmart launches AR-powered KBot

Kmart has launched an Australian-developed augmented reality (AR) tool, the KBot, with its latest home decor catalogue.

Strategy

How NRMA’s Arlo the Koala chatbot won over customers

IAG’s NRMA insurance achieved record online customer engagement and successfully reached business objectives thanks to its Stevie award-winning ‘Arlo the Koala’ chatbot, an extension of its ‘Arlo the Koala’ advertising campaign that made headlines across marketing and media press.

Strategy

How Optus engages the digital telco consumer

Seamless and frictionless end-to-end customer journeys through automation and bots is the end game for Optus VP of digital consumer, Vaughan Paul, as he works to respond to customers engaging more online and digitally.

Strategy

7 innovative brand chatbots

Chatbots are increasingly deployed by brands as another important channel of customer contact. BT’s Autonomous Customer 2020 research found chatbots are one of the new tech tools, along with phone and email, plus real human agents, that customers want when contacting a company.​

Strategy

Why top customer support needs technology and humans

Customers want phone, email and online help, plus new tools like messaging and chat bots with help from real human agents, according to BT’s Autonomous Customer 2020 research. The report said, while technologies come and go, the message from customers is unchanged: Make it easy, make it secure and we will reward you.

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Blog Posts

Marketing prowess versus the enigma of the metaverse

Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.

Liz Miller

VP, Constellation Research

Why Excellent Leadership Begins with Vertical Growth

Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?

Michael Bunting

Author, leadership expert

More than money talks in sports sponsorship

As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.

Simone Waugh

Managing Director, Publicis Queensland

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