Chatbots

Digital Marketing

Predictions: 10 Customer experience trends for 2020

These days, most marketers recognise customer experience (CX) is vital for a healthy, profitable brand. But while most marketers want to offer good CX, how best to go about it seems to be the sticking point.

Strategy

The pros and cons of self-service CX

Picture a Venn diagram containing the words ‘fast’, ‘cheap’ and ‘good’ in three separate circles. Conventional wisdom suggests the best any organisation can hope to achieve when designing a product or service is two out of three. If you want something fast and cheap, it won’t be good, or if you want something good and fast, it won’t be cheap, and so on.

Digital Marketing

Building a new sporting brand through AI

Australian consumers are known for their love of sport. But for any new team that wants to build an audience, establishing a brand among so much competing noise can be a difficult challenge.

Strategy

When brands make chatbots too personal

Brand owners often talk about their brand having a personality. Some are sassy, others are authoritative, and a few are cheeky. But when it comes to bringing the brand to life through a chatbot interface, focusing in on the personality might be the last thing you want to do.

Strategy

Why the University of Canberra is so keen on chatbots

Being able to deliver a virtual personalised assistant to every staff member and student on campus is a step closer to reality for the University of Canberra after it signed up to a new artificial intelligence-powered chatbot platform.

Digital Marketing

7 businesses successfully implementing chatbots

Chatbots are the customer-experience (CX) buzz technology of 2018, and there is no doubt that when implemented properly, they can improve CX for thousands of consumers, freeing up call centre staff to focus on higher-value conversations.

Digital Marketing

Why Salesforce’s global retail VP is optimistic about the future for retailers

No one would doubt it’s been a tough decade for retailers, and many have failed in the face of digital disruption and transformation. But for Salesforce senior VP of retail and consumer goods, Shelley Bransten, the rise of relationship-based engagement is offering up reasons to be increasingly optimistic about the retail market moving forward.

Digital Marketing

The impact of AI on 4 key brands: CXO panel

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.

Digital Marketing

AustralianSuper launches chatbot, live messaging

AustralianSuper has launched its chatbot, ‘Ash’, following the soft launch of its in-app messaging platform in December last year, which has seen more than 50,000 messages sent, and the achieving a 92 per cent overall customer satisfaction rate.

Featured Whitepapers

State of the CMO 2019

CMO’s State of the CMO is an annual industry research initiative aimed at understanding how ...

More whitepapers

Latest Videos

Conversations over a cuppa with CMO: Jeremy Nicholas, Telstra CMO

​The current global COVID-19 pandemic is resulting in unprecedented disruption to every aspect of our lives as marketing and brand professionals, from the ways we work, to how our organisations operate, and the way in which we acquire and engage customers. So we’ve drawn on our wonderful CMO50 alumni community to explore different aspects of the crisis facing all of us right now. In our first episode, we catch up with Telstra chief marketing officer, Jeremy Nicholas, on how he's helping the telco navigate the crisis and meet customer demand.

More Videos

Why these voice assistants are so popular nowadays? Maybe I should get one too? I am really curious.

Jill Kim

Aussie brands jump on voice-interaction bandwagon following Amazon Alexa's local launch

Read more

Your page is very helpful. Thank you for sharing with us

Eriona Ajvazi

10 brands making a positive difference to a world in crisis

Read more

Extremely insightful and well written. Thanks for the great article!

Nicole Brodie Nahum

Why COVID-19 makes it more important than ever to move at the speed of the consumer

Read more

Blockchain is one of the fastest growing technology in today's digital era. Industries like banking and finance are already using blockch...

Aniket Singh

Can blockchain deliver on its big advertising promises?

Read more

Great article Emma. So many gems in there. Awesome to have you in the team!

One Small Step Collective

Why COVID-19 makes it more important than ever to move at the speed of the consumer

Read more

Blog Posts

How can organisations debias their decisions?

​People whose personal details and experiences signal they come from racially diverse backgrounds are less likely than anglo or Caucasian candidates to make it through the first cut in recruitment processes. Even if the organisation says it values diversity.

Dr Karen Morley

Author, commentator

Is your marketing team adapting quickly enough to the COVID-19 crisis?

The impact of coronavirus is far reaching with the true impact on the economy and businesses is unknown. While there are a few categories and brands experiencing growth, for the most part the crisis is wreaking havoc for large and small operators across many sectors including entertainment, tourism, retail, fitness, services and the list goes on.

Teresa Sperti

Founder, Arktic Fox

Why COVID-19 makes it more important than ever to move at the speed of the consumer

There is no doubt the challenges we are facing as businesses, advertisers and audiences with COVID-19 are all unprecedented. But with this comes an opportunity to take stock and re-evaluate current strategies, plans and processes to drive efficiencies and relevance in today's market.

Emma Macey

General manager, SuperNova Media

Sign in