All Posts

  • Tuesday, Mar 13, 2018
    The increasing use of AI, and specifically conversational AI such as Alexa, Siri, and Google, has posed many questions. Why do all the conversational AI interfaces default to women’s voices? Will the continued use of AI carry with it the gender stereotyping and historical baggage of the last 30 years, when women in technology were largely marginalized? What does this new paradigm mean for both women and the representation of women in the field of technology? And are consumers attuned to these developments?
  • Wednesday, Mar 7, 2018
    The Internet fundamentally changed the very nature of commerce. It was easy to see the appeal of online shopping when we started building websites in the 1990s: It was much more convenient than visiting a physical store. In the years since, retailers have watched statistics steadily climb as people make more of their purchases directly through digital channels. The latest proliferation of connected devices and improved technology platforms have served to only feed these numbers, and brands, in turn, are rethinking their marketing strategies to meet consumers’ needs.
  • Tuesday, Mar 6, 2018
    Conversational interfaces like messaging apps have become the default way consumers connect with each other. Compared to voice, they’re used as much as 90% of the time. The realisation of these consumer preferences, coupled with a growing appetite for new technologies, has led to the rise of conversational commerce — and an industry of people focused on the design, development, creation, and management of conversational interfaces, including the bot and human agents behind them.
  • Thursday, Mar 1, 2018
    Millennials (18–34 years old) are one of the most impactful groups of consumers globally. This generation is estimated to grow fourfold, to account for 50% of Australia’s population by 2030. In customer service and brand experience, these consumers have high expectations and low tolerance. They are more likely to switch to a competitor brand if their preferred brand provided poor customer service.
  • Tuesday, Feb 13, 2018
    You may not know me or even my company, LivePerson, but you’ve certainly used my invention. In 1995, I came up with the technology for those chat windows that pop up on websites. Today, more than 18,000 companies around the world, including big-name brands like T-Mobile, American Express, Citibank and Nike, use our software to communicate with their millions of customers. Unlike most startup founders who saw the birth of the internet in the mid-1990s, I am still CEO of my company.
  • Friday, Feb 2, 2018
    Artificial intelligence — or AI — is touted as the most transformative technology of our time. The biggest organisations in the world are actively pursuing AI integrations, and, to a certain extent, some have adopted AI in a meaningful way. But in their efforts to progress, enterprises often ignore AI’s limitations. While an incredible technology, it is not a standalone solution, and organisations will only see the technology’s true value when it’s paired with human intelligence.
  • Tuesday, Jan 23, 2018
    The implementation of voice commerce in supermarkets has hit the headlines of late as the rise of artificial intelligence (AI) technology begins to revolutionize even the most mundane moments of our everyday lives. While automation in the grocery sector is still at an early stage, a new battle is starting between major supermarkets and this technology will be on the front lines. The hybrid store: where online and offline meet
  • Thursday, Nov 30, 2017
    It seems every year we learn that Cyber Weekend — the five-day period between Thanksgiving and Cyber Monday — drives astronomical sales. This year, revenue drawn from shopping on smartphones also saw a record-breaking 39.2% YoY growth. According to the National Retail Federation, 63% of smartphone owners used their mobile devices to make holiday purchasing decisions, and 29% used their phones to make actual purchases.
  • Thursday, Sep 14, 2017
    Banking was once centered around the physical branch, which customers had to physically visit for deposits, withdrawals, and basically any banking activity. But with the evolution of banking to digital, is the branch even relevant any more, and will banks -- as increasingly “virtualized” digital entities -- face new challenges, for example from giants in the tech world.  
  • Friday, Sep 1, 2017
    In 2017, bots are finally becoming widely seen, though rarely successful, in commercial deployments. Brands, in droves, are implementing AI and chatbot technologies in customer care operations. This chatbot revival, however, has unfortunate shades of the “virtual agents” of the 1990s, which were by all accounts (and I used many of them) a massive disappointment, with failure rates over 90%.


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