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BCG Bytes

Welcome to BCG Bytes, a collection of BCG’s current thinking about all things digital by our experts in Australia and New Zealand. In this edition, the Australian Government’s Digital Transformation Agency is holding its first Digital Summit to showcase current transformation stories, best practice case studies from government and create opportunities for networking and new projects – and I will be there with the team from BCG’s Center for Digital Government. Come and see us at our booth.

This week, we take a deeper look at why innovation efforts fail and how they can be strengthened by gaining advantaged insight into consumers and the intricacies of their behaviour.

Human-centred citizen journeys are changing government for the better

From New Zealand’s Smart Start initiative to Singapore’s Moments of Life initiative, new ways of working, informed by technology, are starting to become a big part of the way forward-thinking governments work. But can designing services around life events, known as customer ‘journeys’, really help to transform the way services are delivered? BCG Strategic Designer, Milly Main, says it can be life-changing.

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Overcoming the Four Big Barriers to Innovation Success

We know that innovative companies on average generate total returns that are higher than those of their peers. But not all innovation efforts are created equal. Our global BCG colleagues suggest the pursuit of customer-centered growth opportunities – and efforts to better understand how customers view and interact with products, services and their environment - should be on the innovation agenda.

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