The Department of Human Services has brought on its third consumer-facing digital assistant to help streamline consumer queries around myGov accounts.

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.

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.​

Craft beer brand, Kaiju! Beer, is brewing up a customer experience strategy that aims to spread its message of ‘quirkiness’ to a wider audience and gain competitive advantage over larger multinational brewers.

​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.

​Physical stores are not dead. It is not only about either physical or digital stores, but how you seamlessly combine the two and deliver on customer experience, said Mark Teperson, chief digital officer at Accent Group at today’s Adobe Symposium in Sydney.

Building a regulatory right enabling Australian consumers to safely share their personal data with trusted service providers is vital to competition, privacy and transparency, the chief of Australia’s leading watchdog claims.

Behavioural modelling and experimentation have allowed workplace relationships specialist, Employsure, to chalk up a 109 per cent uptake in conversions.

As Camp Australia’s first-ever CMO, Tom Dusseldorp, is on a journey to help lead the traditional 30-year-old bricks and mortar business further and deeper into the world of digital.

​Financial services companies have long feared the world’s technology giants would start coming after their customers, and it appears those fears are not without foundation.

Shiseido is building a global customer data platform, investing in omni-channel marketing automation and driving real-time engagement capability as part of a major transformation program aimed at providing more relevant experiences to customers.

Marketing, IT and product leaders are going so far as swapping talent between their functions as digital transformation reshapes the way organisations approach both technology procurement and customer engagement.

​Open Universities Australia (OUA) has chalked up its first student enrolment growth in 15 quarters and slashed the time it takes to on-board learning providers following a business transformation and overhaul of its technology ecosystem.

Australian specialty baby goods retailer, Baby Bunting, is transforming its online retail environment, moving beyond the traditional shopping cart and instead providing what it says are engaging customer experiences.

Digital transformation has to be the combination of continuous business improvement and driving customer value with talent and people management, Qantas’s digital and mechandising lead, Sheerien Salindera, says.

​​Organisations need to be careful they don’t look too far forward in their quest for digital transformation and technology innovation and focus on the customer problems of today or risk being paralysed into inaction.

Global collaboration and breaking down silos across individual brands and functions has been the key ingredient to transforming Holland America Line’s digital experience for customers, its marketing leader says.

Two years ago, Kristina Curtis took on the newly created role of digital and customer analytics leader at Westpac’s BT Financial group. Customer analytics previously sat under the CMO before a decision was made to elevate its seniority and unite it with digital.