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Colonial First State leverages AI for enhanced customer support

Colonial First State (CFS) is advancing its customer support and business operations through the integration of generative AI tools. In collaboration with Avanade and Microsoft, CFS is launching AI pilot programs aimed at improving customer service, advisor support, and operational efficiency.

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Car yard confusion, EV hesitancy and campaign cut through: Why emotional, human storytelling had to be the brand play for Volkswagen’s electric debut

Emotive human connection that cuts through the car yard clutter and sells Volkswagen’s brand and driving heritage first, its trio of new electric vehicles second, is the gameplan behind chapter two of the automotive company’s latest Australian campaign play, ‘Batteries Included’. Volkswagen Australia’s head of brand and marketing, Bianca Botma, and DDB Sydney head of brand performance, Michael Sinclair, unpack what they’ve been doing to floor the brand pedal as their most effective marketing vehicle.

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‘Naughty boys and girls’: Privacy regulator ‘has had a gutful of warnings always being ignored’ by industry – adtech, geo-location, data sharing, brand website tracking pixels and CX under enforcement notice

If you’re in the business of advertising, customer-facing tech, media, data sharing, including the ‘anonymised’ first party type – or collect customer and consumer information down to a name, address, email, e-com transaction or web page visit – you’re on official notice by the privacy regulator. And that’s before we get to deploying AI to analyse your customer data for “insights” without explicit individual consent. Privacy advisors, including the former Australian Privacy Commissioner, Malcom Crompton, were unanimous in their assessment of an official communique yesterday from the Office of the Australian Information Commissioner [OAIC] Office and a Privacy Commissioner with new powers: privacy-bending practices will be prosecuted in the next 12 months.          

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ACCC fines Webjet $9 million for misleading airfare pricing and booking practices

The Federal Court has imposed a $9 million penalty on Webjet for making false or misleading statements regarding airfare prices and booking confirmations. The travel services provider admitted to misleading consumers by advertising airfares that did not include compulsory fees via its website, promotional emails and social media posts between 2018 and 2023.

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New brand playbook: How Zyrtec and Publicis put engagement before blunt reach, printed a kids storybook, hired a ‘mumfluencer’, pumped sales 24%

Antihistamine brand Zyrtec has written a new brand playbook – a printed kids story that along with “mumfluencer” Phoebe Burgess and a tight paid-owned-earned strategy has boosted unit sales 23.9 per cent and acquired 24,000 new household customers within 12 months, rapidly driving market share gains. It’s a literal textbook example of consumer insight to brand action to execution – and marketing manager Simone Tawadros and Publicis Collective chief client officer, Helge Gruettke are already planning the next chapter.

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