An AI project aimed at improving business processes by automatically recognising and tagging thousands of images used across its sites has resulted in a host of unexpected customer experience benefits for Carsales.

Medibank recently underwent a digital experience transformation, a move that's resulted in the My Medibank app becoming the highest-rated private health insurance app in the Apple Store in June 2017 and led to a raft of other benefits.

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.

Krispy Kreme’s Australian business chalked up a 23 per cent increase in conversions in just one month after becoming the brand’s first team globally to rollout a cross-channel payments solution.

For many organisations, the emergence of digital channels necessitated creation of an entirely new business function to support them. A key question then is where to house that function – within marketing, IT, operations, customer, or someplace else?

Stratton Finance has secured $6 million in incremental loan financing business and opened up two new customer segments just one month after launching a complete end-to-end digital product offering.

EY says its acquisition of Australian and APAC consulting house, Adelphi Digital Consulting Group, is aimed at expanding its full-service digital services capabilities.

The Department of Human Services has brought on its third consumer-facing digital assistant to help streamline consumer queries around myGov accounts.

Vocus general manager of consumer and digital, Stu French, believes the only way to drive transformation home is to literally start changing things, then ask for forgiveness later. ​So that’s the approach he’s adopted as he strives to digitise the ASX-listed company’s ailing Dodo $800 million consumer telecoms and energy consumer business

You may never have heard of New Era Cap Co, but you have probably seen its products, given they have been worn by celebrities and sporting luminaries from Jennifer Lopez to Babe Ruth.

Artificial intelligence (AI) is cementing its place in digital commerce, with a recent Gartner survey finding 70 per cent of digital commerce organisations report that their AI projects are very or extremely successful.

Harnessing digital platforms and AI for customer experience, breaking down situational thinking and embracing journey-based thinking, and finding a north star for engagement are just some of the ways Mercer and Gartner see organisations building better customer experiences.

Australia is quick to embrace new technology and brave in its application, Salesforce APAC senior vice-president, Lee Hawksley, claims.​

Craft beer brand, Kaiju! Beer, is brewing up a customer experience strategy that aims to spread its message of ‘quirkiness’ to a wider audience and gain competitive advantage over larger multinational brewers.

​AI-powered research, voice-based care instructions, ‘adjacent possible’ marketing principles, augmented reality on farms and eco-storytelling in immersive retail stores – they’re all in a day’s work for the innovation and digital team at The Woolmark Company.

​Physical stores are not dead. It is not only about either physical or digital stores, but how you seamlessly combine the two and deliver on customer experience, said Mark Teperson, chief digital officer at Accent Group at today’s Adobe Symposium in Sydney.

Building a regulatory right enabling Australian consumers to safely share their personal data with trusted service providers is vital to competition, privacy and transparency, the chief of Australia’s leading watchdog claims.

Behavioural modelling and experimentation have allowed workplace relationships specialist, Employsure, to chalk up a 109 per cent uptake in conversions.

As Camp Australia’s first-ever CMO, Tom Dusseldorp, is on a journey to help lead the traditional 30-year-old bricks and mortar business further and deeper into the world of digital.

​Financial services companies have long feared the world’s technology giants would start coming after their customers, and it appears those fears are not without foundation.

Shiseido is building a global customer data platform, investing in omni-channel marketing automation and driving real-time engagement capability as part of a major transformation program aimed at providing more relevant experiences to customers.