The NSW Department of Education’s ambitious plans to make core online information services a seamless, customer-first experience for teachers, parents and students is seeing the group increasingly embrace human-centred design.

Transforming your business to a digital operation requires a dedicated professional who thrives as a change agent, a.k.a., a chief digital officer. Here's how to determine whether or not your organization can benefit from another executive in the new C-suite.

Conversations have always been at the heart of customer service and brand engagement. But the proliferation of digital technology, mobile devices and now messaging apps have brought a new age of direct commerce to life, making it possible for brands to engage in more personalised dialogues with customers anywhere and anytime.

Government agencies are not renowned for their willingness to adopt avant-garde systems and processes. But for destination marketing agency, Tourism Victoria, a decision to adopt an agile development methodology for its refreshed website has delivered greater certainty and overall value for money.

Tracking consumers in real-time, zero-click ordering and delivering pizzas via artificially intelligent robots are just some of the latest innovations underway at Domino’s.

Getting your global business to embrace digital transformation isn’t always easy. But the Australian marketing team at B2B brand, Linde Material Handling, has managed to do just that after taking the plunge and overhauling its digital marketing approach.

Digital transformation is vital when it comes to how companies work, market and innovate, but up until now little has been offered by way of a maturity model showing how companies actually go through the process.

Taking the same proactive, customer-led approach to digital engagement as that offered through its physical bank branches is seeing Credit Union Australia (CUA) transform its website experience.

Digital change and transformation can mean lots of different things to different organisations, but without strong cross-functional alignment and buy-in, and a focus on the customer and data, you’re not going to succeed.

According to Rabobank’s chief digital officer, Bryan Meredith, too many organisations today still misinterpret digital as a pure communication channel.

Digital is a means to bring immediacy, inspiration and personalisation to the traveller’s journey. Yet executing a good experience often still comes back to how digitally enabled data and insights are presented back to travellers through human interactions.

Striking data sharing partnerships with Australian travel providers, as well as delivering mobile and Web optimised experiences that tap user-generated content, are key priorities for Tourism Australia’s first dedicated digital chief.

How Royal Bank of Scotland turned its digital specialists into a team of customer experience stars while fostering a data-driven culture to the organisation took centre stage at this year’s Adobe Digital Marketing Summit in Las Vegas.

There is so much incremental power in doing the small, practical things for customers over tackling the big, exciting experience game changers, according to the CMO of McDonald's.

Marketers are ramping up investment into marketing automation software in 2016 yet half are still struggling to comprehend its impact.

There are plenty of reasons why Australian health insurance provider, Australian Unity, decided to launch a formal innovation program, its GM of retail health fund, Natalie Vogel, says.

Digital transformation for Australia Post is less about the next set of products and services coming through, and more about creating an organisation that can adapt and create new business models quickly.

Digitising every aspect of business, as well as harnessing the data that comes from it for customer gain, are imperatives if organisations want to survive over the next three to five years, according to global CMO of enterprise information management vendor, OpenText.

ANZ has snatched Google A/NZ boss, Maile Carnegie, as its new group executive of digital banking, uniting its digital and innovation strategy and remit under one leadership post.

Sydney Opera House has struck a two-year partnership with Adobe to roll out the vendor’s complete Marketing Cloud stack as part of its digital transformation plans.

Wealth and financial management provider, AMP, has revealed the transformative changes it’s making to become a customer-centric business in its latest financials, shining a valuable light on what it takes to keep up with customers in the connected age.