UBank has confirmed the departure of its chief marketing officer, Jo Kelly, after just over three years in the role amid a restructure of its organisation.

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.

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.

There’s no question today’s brands recognise the purpose of gathering customer intelligence (CI) is is to better understand customer motivations in order to drive future growth.

UBank’s CMO says the launch of RoboBrain, a hyper-personalised cognitive assistant, is dramatically improving customer response times and a massive leap forward in the bank’s AI journey.

National Australia Bank (NAB) is rolling out a portal called NAB View for its 4,500 business bankers which brings together information from 12 million customer accounts.

Social media can make financial institutions seem less dull and better engage customers, according to officials on a panel at the AB+F Retail Financial Services Forum.

Banks are seeking closer relationships with customers through greater use of customer data and new technologies, according to banking and telecom officials at the CeBIT Financial Tech conference in Sydney.