All the latest martech, adtech and customer technology news from Bynder, Microsoft, OpenAI, The Trade Desk, Complexica, Snowplow, Genesys, AWS, Brightcove, Magnite and Alchemer.
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.
All the latest martech, adtech and customer technology news from Lunio, Optimizely, Zendesk, Genesys, Heyday by Hootsuite, TrafficGuard, Regie.ai, SmartCommerce and Myxx Solutions.
All the latest martech, adtech and CX tech news from Twilio, AppLovin, Unity, Ping Identity, CleverTap, Aisera, Forsta, Klaviyo, Shopify, Omeda, Yellow.ai and Cyara.
An omnichannel approach to customer experience, rather than a multi-channel one that simply provides extra channel choice, is key to Beyond Bank’s ongoing CX proposition.
Focusing closely on a defined use case, stringent alignment to design principles and a commitment to learning through customer feedback are a few ways Australian brands are balancing chatbots and human empathy in digital interactions.
Prioritising convenience and connecting with consumers on their own terms has led Dior beauty to extend its global influencer marketing activities and incorporate conversational messaging platform, WhatsApp.
“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.
A Net Promoter Score of +74 and 30 per cent year-on-year growth are just some of ways BizCover’s transformative investment into personalised and increasingly automated customer service and marketing has delivered.
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.
More extensive and informative customer sentiment analysis, improved engagement through personalised next-best actions and content gap recommendations are the big wins Tourism Australia is seeing after investing in chatbot technology.
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.
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.
Kmart has released its latest Online Exclusives products, part of a move to broaden this product range which debuted last year. And it's tapping AI and chatbot functionality to drive consumer demand.
Deploying an automated chatbot in less than two weeks, contextualising communications regardless of channel and improving internally efficiencies are just some of the wins for 1800 Flowers after overhauling its customer service approach.
Kmart has launched an Australian-developed augmented reality (AR) tool, the KBot, with its latest home decor catalogue.
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.
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.
Managing stakeholder expectations around the artificial intelligence (AI) journey, embracing an iterative approach and building internal capability are key lessons David Jones has learnt after transforming its customer service approach.
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.
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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