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Personalised Plates Queensland (PPQ) has overhauled its data-driven approach to marketing on top of a new platform implementation built upon Tealium, Dotdigital and Craft CRM. It’s part of a wider change which has also seen the creation of a digital experience team inside the group. And they are getting wins on the board with strong conversion rates and much higher visibility over the audience thanks to much more sophisticated approach to analytics.

Searching internal and external sources and conducting research, analysing documents and data, and creating summaries and outputs from analysis performed topped the use cases in a huge company wide generative AI rollout at Deloitte for its in-house house MyAssist agent. And the consulting firm is touting significant self-reported productivity improvements for the 10,000 staff who engaged with the service.

There’s an urgency to dealing with the world’s climate crisis, but can the ad industry drive actual change? At SXSW, 42North Consulting’s Kiranpreet Kaur Dhillon and B Lab Australia’s Andrew Davies shared why they don’t believe the compulsion for claims is a good idea for brands anymore – and what they believe is the story necessary for advertisers and agencies to tell when it comes to climate.

Qantas’ brand has taken a roasting in recent years. But thanks to artificial intelligence, it’s no longer serving up dry chicken. Since taking the helm from Alan Joyce, new chief Vanessa Hudson has made customer experience key to the trust rebuild – and AI is playing an increasing role. Scott Wilkinson, executive manager, digital and direct customer experience, outlined three early CX use cases during a panel discussion at SXSW this week: Ticketing; giving customer agents additional firepower; and spotting and solving problems and complaints – e.g. paltry poultry – as they emerge rather than months later.