More than 300 Optus employees have already completed at least one class within the telco’s new CX Academy since its launch five months ago.

Sticking to your guns, having realistic expectations on technology rollout timeframes, getting the right people to set the cadence of work, and executive advocacy are all key for organisations looking to successfully digitally transform.

Personalisation isn’t the end-goal. Instead it’s the aim which will enable your business to improve what it does by putting the customer at the centre.

​One in five Australian marketers described their martech stacks as a ‘convoluted mess’ according to a new study.

Facebook has responded to the recommendations from the​ Australian Competition and Consumer Commission (ACCC) following its final Digital Platforms Inquiry report.

The Australian Competition and Consumer Commission (ACCC) has used its final Digital Platforms Inquiry report to urgently call for holistic and dynamic reforms to counter the adverse effect digital giants are having on our economy, media landscape, competition and society.

It’s not often a digital experience leader tells you he wishes staff could be more like Io, the Jupiter moon transforming itself completely every 12 months. But it’s an apt analogy for the way all of us need to strive to be more adaptive and evolutionary in our approach to customer experience design.

​With the digital video advertising landscape growing in both market share and complexity, brands are trying to break new ground, develop new creative, and discover metrics to make it all measurable.

In the very traditional world of tyre retailing, JAX Tyres is something of a standout among the crowd.

Cricket Australia’s decision to appoint HCL Technologies as its new digital technology partner is about providing a more engaging experience bringing fans, communities, supporters and staff even closer to the game, its technology chief says.

Buying beauty and skincare products is a highly personalised experience, often stretching across offline and online engagement. And thanks to a significant overhaul of its digital platforms, customer data approach and CRM strategy, it’s a personalised experience Jurlique is increasingly confident of delivering.

​Customer experience (CX) is being superseded by human experience (HX) and it is those companies who recognise this who will have an advantage.

WPP AUNZ has confirmed BMW’s global VP of digital strategy will join the team as CEO and managing director from October, a move designed to ramp up its tech and transformation credentials.

It’s taken just a decade for mobile advertising to rise from relative obscurity to represent a billion dollars of ad expenditure in Australia (according to the IAB), and account for 62 per cent of general digital display spending.

ASX-listed banking and wealth management group, MyState, has appointed its first group general manager of digital and marketing to put both at the centre of its business strategy.

Seven West Media chief digital officer, Clive Dickens, will leave the organisation to join Optus, a move triggering a series of leadership digital, technology and content leadership changes at the ASX-listed SWM group.

An AI project aimed at improving business processes by automatically recognising and tagging thousands of images used across its sites has resulted in a host of unexpected customer experience benefits for Carsales.

Medibank recently underwent a digital experience transformation, a move that's resulted in the My Medibank app becoming the highest-rated private health insurance app in the Apple Store in June 2017 and led to a raft of other benefits.

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.

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?