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Be worried: Australian privacy commissioner on what brands need to do next to comply with personal information, fair data use and breaches as AI threat looms

There’s ever-growing consumer concern around the way personal information is handled off the back of Australia’s high-profile data breaches at Optus, Medibank and Latitude as well as AI use, says former privacy and now information Commissioner, Angelene Falk – and brands should be worried. Prevention is better than cure when it comes to meeting consumer demands and forthcoming privacy legislative change, and Falk is urging businesses to ensure data breach plans are not gathering dust but are operationally ready. Where businesses also need to do better is around the human intersection with systems and information, Falk says. That’s especially the case with more AI on its way, consuming more and more data sets, often without the ethics of human oversight, from all edges of the internet.  

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Aesop styles up a digital and martech overhaul to drive ecommerce sales, omnichannel customer success rates – but it can’t be done without securing trust and an exchange of first and zero-party data, says the luxury brand’s digital chief

Faced with under-industry average ecommerce sales, a desire to win back lapsed customers, along with ambitions to increase replenishment and frequency rates, luxury beauty brand posterchild, Aesop, has embarked on a digital and martech strategic plan and personalisation journey. Now owned by industry giant L’Oreal, plans are underway to discover which tech stacks and capabilities can be leveraged to further Aesop’s omnichannel customer experience quest. Through all of it, Aesop’s digital strategy leader Richard Lindmark is only too well aware of the need to obtain zero and first-party data to drive its personalisation and experience ambitions. And that means putting customer trust before everything else.

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Commbank, Microsoft extend Gen AI partnership to enhance CX and cybersecurity

The Commonwealth Bank of Australia (CBA) is expanding its existing partnership with tech giant Microsoft, with a focus on initiatives to improve customer experiences and cybersecurity. The extended partnership will concentrate on the wider adoption of generative AI (Gen AI) and ongoing cybersecurity initiatives.

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