by Rosalyn Page | Sep 22, 2020 | artificial intelligence (AI), Augmented Reality, chatbot, chatbots, digital marketing, Kmart Australia, Oracle
Kmart has launched an Australian-developed augmented reality (AR) tool, the KBot, with its latest home decor catalogue.
by Rosalyn Page | Sep 17, 2020 | chatbot, chatbots, customer experience management, customer service, digital marketing, IAG, NRMA Insurance, Nuance Communications
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...
by Rosalyn Page | Sep 9, 2020 | chatbots, chief digital officer, COVID-19, customer experience management, customer service, digital strategy, optus
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.
by Nadia Cameron | Jul 16, 2020 | AWS Connect, chatbots, customer experience management, customer service, David Jones, digital assistance, Salesforce.com
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.
by Rosalyn Page | Jun 26, 2020 | artificial intelligence, chatbot, chatbots, conversational AI, customer engagement, customer experience management
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...
by Rosalyn Page | Jun 18, 2020 | BT, chatbots, customer experience management, customer service, customer support, digital self-service, market research
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:...
