You don’t need ChatGPT to know what the theme of the day was going to be for the kickoff of SXSW Sydney. It was always going to be AI. And yes, it did dominate. In fact, it was hard to find a session that wasn’t somehow tied to AI. Even the ones that didn’t lead with it still managed to weave it in somewhere.
That said, it was refreshing to hear from people with different perspectives, and especially nice to hear that AI isn’t here to take all of our jobs.
A huge part of the sessions I attended focused on how AI can help remove the friction of day-to-day agency life and unlock more time to work on the problems that are actually keeping our clients up at night.
Here are a few key takeaways from the sessions I attended.
The must-see: Mo Gawdat’s The Human Advantage
I’ll start with the standout session of the day, keynote speaker Mo Gawdat’s The Human Advantage discussion.
First of all, the line to get in was at least 500 people deep a full 45 minutes before it even started. Thankfully, the organisers arranged a live stream in the Parkside Room. I could’ve listened to him talk all day.
The queue to get into Mo Gawdat’s keynote.
Logistics aside, it felt like mandatory viewing. Gawdat elevated the conversation beyond business applications, taking a more philosophical approach: AI isn’t inherently good or bad. What will determine its impact, on our industry and the world, is how we choose to use it.
As one of the key players in the development of AI platforms, Gawdat remains fundamentally optimistic.
He believes there are more good people in the world than bad, and that a network effect of good is possible. Our collective intelligence and morality, he argued, will ultimately decide whether AI has a positive or negative impact on our lives.
Big brands, big shifts
Another standout session brought together three powerhouses, Accenture Song, CBA and Telstra, to talk about how they’re using AI to improve efficiency, information sharing and customer experience.
CBA’s Kim Hughes spoke about how a cautious approach has earned the bank recognition as a global leader in responsible AI. Striking the balance between scaling AI solutions and managing risk, she said, remains a key focus for the business.
Jeremy Nicholas from Telstra discussed the growing demand on their network as a result of AI and how the company can now anticipate and manage capacity in real time.
He also envisaged a future where a single, personalised user interface greets customers with: “How can we help you today?” His vision is to make every online interaction a seamless and individualised experience for Telstra users.
Jeremy Nicholas from Telstra and CBA’s Kim Hughes
Even the non-AI sessions had… AI
In the afternoon, I did my best to find something non-AI-related and headed to Navigating the New Age of eCommerce, featuring speakers from Google, Afterpay and eBay. But, like the drunk guy who keeps getting kicked out of a bar only to sneak back in, AI somehow found its way into this conversation too.
Still, it was interesting to hear Afterpay and eBay talk about the importance of community, bringing people together to buy and sell goods on their own terms.
Emily Brasher from Afterpay spoke about the platform’s role as an alternative to credit cards, which apparently give Gen Ys “the ick”, and how Afterpay helps people pay down debt, rather than rewarding spending.
Sarah Sternau from eBay discussed the importance of understanding your audience and being physically present in their communities, from motorsport events to local markets and collector fairs.
Renee Gamble from Google rounded things out by reinforcing the role of search as the gateway to purchase.
She urged brands to invest in content that shows up in the right moments: “Consumers are looking for solutions rather than options.”
To win in the new digital economy, she said, brands need enough content, and the right formats, to meet consumers wherever they are.
My top takeaways from Day One
• Despite all the drama in the world, there are still more good people than bad. “The bad ones just get the headlines.” – Mo Gawdat
• You can’t escape AI – learn to work with it.
• Get to the sessions you really want to attend at least 15 minutes early. Chances are, everyone else wants to go too.