When AI & Emotion join forces to create amazing customer experiences

If you close your eyes for a moment, stop and think about a customer experience which stands out to you. Think about what makes you remember that particular engagement and what this means to you. Customer Experiences which stay with you – which leave you with an impression – positive or negative – almost always… Read More »

Getting started with Artificial Intelligence

Yesterday, I presented on how Artificial Intelligence (AI) was impacting customer experience. I was asked three questions which stood out to me: 1. What is the primary reason you would embark on a project using AI 2. What are the biggest inhibitors in launching an AI project and 3. How do you get started in… Read More »

World Suicide Prevention Day

Today is World Suicide Prevention Day, and never far from my thoughts, is my beautiful brother Dan. I speak about him often, recount his life with love, and his death with sadness. I have previously spoken about surviving suicide, but not on preventing suicide. It is the one topic that literally makes me feel nauseous.… Read More »

When Artificial Intelligence and Marketing Infuse

I was honored to be recently invited to join a panel hosted by Aquent on how Artificial Intelligence (AI) is changing the marketing profession. And as I am often asked about this topic, in the spirit of sharing, here are some of my thoughts. Chat-bots, virtual agents, robotics – oh my. I am often asked… Read More »

Cognitive Couture: The woven fabric of Fashion and Technology

Twelve perfect dresses floated down the runway at Melbourne Spring Fashion Week. Each created with absolute confidence in the season’s colors and styles. Each were deliciously created with the creative genius of Jason Grech, and augmented by IBM Watson. Technology is an enabler of talent – a way of augmenting the creative talent of professionals… Read More »

Artificial Intelligence transforming the way we live

It has taken me time to warm to the notion of robotics and Artificial Intelligence. Slightly sceptical, and not at all happy about the concept of robots taking human roles. But this year I have been working on a project which has created a need for me to hang out with IBM’s NAO Robots, and… Read More »

Customer Experience transformation in the Insurance Industry

When you think of insurance what comes to mind ? Personally, for me, it is about statements , impersonal call centre conversations, and engagements with repair staff following a car accident . However slowly this is changing. One of my favourite apps, Bupa Switch, allows my family to make better decisions, swapping out food brands… Read More »

Educating our Children in a Data Driven World

The school shoes are shined, the uniforms clean and ironed. The new year of school smiles are sparkly and refreshed. This year, my daughter Olivia starts year 8 with aspirations to be an author, artist and an activist. My son Roman starts year 6 with aspirations to one day play soccer for Manchester United, and… Read More »