Latest insights
The digital economy is changing - and fast
The digital economy is changing the way Australians interact, connect and transact, and is now one and the same as the broader economy.
Why the customer experience is more important than ever in the digital economy
The digital economy has changed the fundamental rules of doing business and what it means to compete. This, in turn, has made the customer experience more important than ever.
How Southeast Asia is shaping global eCommerce and payment trends
A growing middle-class of mobile-first consumers in Southeast Asia is rapidly shaping the future of global eCommerce and payment trends.
Designing a digital experience for Generation Z
When designing digital products for Generation Z, the user experience takes precedence over the technology that powers it.
Can digital identity cut through the complexities of KYC?
Five representatives from Australia’s digital identity and online payments industries discuss whether digital identity can resolve the complexities of KYC and how to capitalise on its opportunities.
Five practical ways governments can drive digital inclusion in Australia
Survey findings pinpoint five ways in which government can foster greater digital inclusion among Australians as it pursues its digital transformation agenda.
The myths and misconceptions of Australians’ online behaviour
Government will have to address these four misconceptions of Australians’ online behaviour as part of its digital transformation agenda.
What’s holding customers back from using your online services?
New research has found that digital access, ability and attitudes stand between customers and your online services.
The three drivers of online behaviour among Australians
The digital divide in Australia depends on an interplay of digital access, ability and attitudes.
Challenging the myths of online behaviour in Australia
New findings into the online behaviour of Australians may mean that businesses need to rethink their digital pathway model.
Balancing the convenience and privacy trade-off
Organisations now recognise that a privacy policy is more about trust than compliance so it may be time for them to rethink how they’re communicating their right to collect customer data.
Using machine learning to shape the customer experience
Australia Post is using machine learning to drive meaningful improvements to our products, solutions and customer experience.
The merit of methodology in digital co-creation
The real value of our co-creation methodology is being able to design the best possible service experience for the end user.
Better together: 5 surprising insights into marketing channel relationships
When you make a complex or significant purchase decision, your choices will be influenced by many different marketing messages on an increasing number of communication channels.
Disrupt, develop, deliver: Big lessons from small business
Small business entrepreneurs have valuable lessons to teach big business, as Dirk van Lammeren reveals.
How to be truly customer centric
To deliver a superlative customer experience, you need to anticipate the needs of your customers. Here's how to begin.
Solve customer problems by asking them
We all strive to put our customers first, but what does being customer-centric look like in practice?
Why Digital Inclusion can take Australia forward
The dawn of the digital age means a new era of connectivity, but we must urgently remedy the fact many Australians are being denied access to essential services.