Deakin is using natural language processing (NLP) and artificial intelligence (AI) to speed up customer service times for financial services provider, IOOF.

Marketers are yet to see the impact of the third connected era on consumer behaviour, but the changes will be profound when they finally arrive.

​Have you seen the video with US speaker Nancy Pelosi appearing to be drunk and slurring her words? Or perhaps you’ve seen the one with Facebook CEO Mark Zuckerberg joking about knowing the public’s secrets? Or the videos of Rasputin singing Beyonce, Andy Warhol eating a Burger King burger or Salvadore Dali being brought back to life? In 2018, Barack Obama warned in a video about enemies making it look like anyone is saying anything at any time.

“Focus on your customers”, Warren Buffet reportedly said. Savvy marketers take note: The renowned investor’s advice is borne out by the latest CX research from Forrester. According to the analyst firm’s 2018 Australian Customer Experience Index, emotion has a bigger impact on brand loyalty than ease or effectiveness and is the critical piece in becoming a standout CX leader.

Organisations are fast shifting from the ‘pioneering’ phase of testing artificial intelligence (AI) applications into implementation as a way of digitally transforming their businesses, IPsoft’s chief commercial officer, Jonathan Crane, believes.

Setting clear expectations and building trustworthiness are two vital ingredients every organisation should be paying close attention to as they start to transform their customer approach using artificial intelligence (AI).

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.

Augmented reality (AR) is increasingly being used by Virgin Holidays to breathe new life into its email marketing campaign efforts and deliver dynamic, personalised and engaging content to future travellers.

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

Bankwest customers to have adopted the financial institution’s Halo ring are now undertaking more than a quarter of their purchases via the wearable device.

Several Australian high-profile business leaders and thinkers are urgently calling for debate on the regulatory and ethical implication of artificial intelligence (AI) as the technology soars into the mainstream.

The ability for artificially intelligent (AI) systems to generate recommendations quickly from vast amounts of data is seeing them applied in tasks ranging from customer scoring to detecting the presence of melanoma.

Bankwest has stepped up its use of digital technologies for customer support, launching a new in-app messaging service via its banking app that syncs conversations across devices.

Blockchain has gained yet another foot in the adtech door with news that the Interactive Advertising Bureau (IAB) US launching a new pilot program to test and provide best practice use cases in the digital advertising sphere.

In the late 18th century, Wolfgang von Kempelen amazed the world with his chess playing automaton, the Mechanical Turk, as it defeated worthy opponents including Napoleon Bonaparte and Benjamin Franklin.

Building a successful use case for emerging technologies like chatbots is less about the technology and more about your ability to embrace human-centred ways of thinking and working, AGL’s innovation manager, Sam King, says.

​There’s no alternative for leaders looking to transform their businesses than to roll up their sleeves and try to understand the implications of new dynamics and technologies on their industries.

Bias – both human and data-based – is the biggest ethical challenge facing the development and adoption of artificial intelligence, according to a panel of world-leading AI luminaries.

The digital era has been hard enough to come to grips with. But at its heart the term ‘digital’ is rooted in a very simple binary code of ones and zeros.

Artificial intelligence (AI) is THE buzzword of 2017, and is quickly reaching the dizzying heights of ‘cloud computing’ and ‘big data’. And like the game-changing technologies that have preceded it, AI’s implications on marketing are extensive.

The long plane ride home from Austin to Australia gives ample time to reflect and consolidate thoughts from SXSW. Or so you’d think, but it’s not an easy job - the variety of topics, points of view, innovations, new technologies (and vapourware) make it hard to boil down into digestible chunks. That’s the beauty of SXSW - it’s a full-on intellectual assault as the interactive, music, film, technology and media industries come together to digest and discuss the future.