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How NRMA’s Arlo the Koala chatbot won over customers

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...

How Aussie brands are using humans and AI to improve customer experience

Artificial intelligence (AI) might be the current marketing buzzword, but it shouldn’t be implemented for the sake of it, or be used to replace humans for customer experience (CX). Rather, AI is facilitator for a better CX.

Panel: The quick wins of customer experience improvement are over

The days of quick customer experience wins through digital and mobile innovation are gone and organisations must tackle the more complex task of overhauling their culture in order to find sustainable improvement.