Today, peoples’ use of products, services and government programs are driven by their experiences of Twitter, Google, Amazon and Facebook. Research shows, however, that most Australian organisations lack an understanding to deliver an effective digital experience. When 50% of Australians rely on mobiles for everything from browsing the web to searching for local services, how do you deliver a modern, 21st century strategy when your internal capability is limited to traditional media channels?
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In this presentation, Matthew to the ACS 2012 conference in Canberra, covered the research on current digital behavioural trends in Australia from teens to seniors. He showed the negative impacts that producing a poor experience creates, and detailed an integrated adoption approach of digital channels to customer, citizen and stakeholder engagement.