Being able to deliver a virtual personalised assistant to every staff member and student on campus is a step closer to reality for the University of Canberra after it signed up to a new artificial intelligence-powered chatbot platform.

Krispy Kreme’s Australian business chalked up a 23 per cent increase in conversions in just one month after becoming the brand’s first team globally to rollout a cross-channel payments solution.

The University of NSW has thrown its dollars behind Adobe’s Experience Cloud as part of a digital experience transformation aimed at lifting its reputation and standing to the top echelons of tertiary providers globally.

For many organisations, the emergence of digital channels necessitated creation of an entirely new business function to support them. A key question then is where to house that function – within marketing, IT, operations, customer, or someplace else?

Industries are being won or lost based on user experience that drives an emotional response from customers.

Stratton Finance has secured $6 million in incremental loan financing business and opened up two new customer segments just one month after launching a complete end-to-end digital product offering.

​An aggressive four-month transformation program has delivered Sydney Olympic Park Authority (SOPA) the streamlined systems, customer journey roadmap and data foundations vital to fulfilling its 2030 masterplan for a revitalised residential and events destination.

The Australian Government is planning to have all citizen services online by 2025 in an ambitious plan to redesign the way government interacts with constituents.

EY says its acquisition of Australian and APAC consulting house, Adelphi Digital Consulting Group, is aimed at expanding its full-service digital services capabilities.

Vocus general manager of consumer and digital, Stu French, believes the only way to drive transformation home is to literally start changing things, then ask for forgiveness later. ​So that’s the approach he’s adopted as he strives to digitise the ASX-listed company’s ailing Dodo $800 million consumer telecoms and energy consumer business

You may never have heard of New Era Cap Co, but you have probably seen its products, given they have been worn by celebrities and sporting luminaries from Jennifer Lopez to Babe Ruth.

Artificial intelligence (AI) is cementing its place in digital commerce, with a recent Gartner survey finding 70 per cent of digital commerce organisations report that their AI projects are very or extremely successful.

Christophe Eymery has switched beauty products and L’Oreal to head up digital marketing at Seek.

Far from it being a retail apocalypse, the proliferation of data and technology has pushed us into a retail renaissance, said Salesforce at Dreamforce this week.

Harnessing digital platforms and AI for customer experience, breaking down situational thinking and embracing journey-based thinking, and finding a north star for engagement are just some of the ways Mercer and Gartner see organisations building better customer experiences.

Australia is quick to embrace new technology and brave in its application, Salesforce APAC senior vice-president, Lee Hawksley, claims.​

Aussie Home Loans is looking to bring on its first chief digital officer following the departure of GM of customer experience and technology, Richard Burns.

It’s the combination of great technology and people that will give organisations the means to deliver personalised experiences that actually meet customer expectations, AGL’s chief customer officer, Melissa Reynolds, claims.

​It’s not uncommon for a person to leave their house without their loyalty cards. It is also not unheard of for person to leave home without their phone. But no one has yet to leave their home without their face.

Implementing omnichannel marketing and personalisation has created an almost unprecedented level of member engagement in a category with typically low engagement, said Hesta.

​AI-powered research, voice-based care instructions, ‘adjacent possible’ marketing principles, augmented reality on farms and eco-storytelling in immersive retail stores – they’re all in a day’s work for the innovation and digital team at The Woolmark Company.