November 14, 2023

Digital service transformation trends

The digital transformation sweeping the world is revolutionising how we live and what we eat, fuelled by new technologies such as AI, machine learning and automation.

Accounting for more than 70 per cent of GDP and 4 in 5 jobs, Australia’s service sector has become a focal point in this change, spurred on by the effects of the COVID-19 pandemic. The University of Queensland’s Service Innovation Alliance (SIA) Research Hub is at the forefront of research in this space.

Led by FaBA Innovation Pathways Program Lead Professor Janet McColl-Kennedy and her UQ Business School colleague Associate Professor Christoph Breidbach, the SIA brought together a roundtable of 64 academic and industry representatives in November 2022, spanning finance, retail, medicine, hospitality, tourism, transportation, construction and more.

The resulting White Paper, Digital service transformation: pathways to human and economic wellbeing (PDF, 12.2 MB), addresses sector challenges and presents opportunities for business leaders to stay competitive in the digital era.

So, how can leaders refine customer experiences, create service innovations, grow their businesses and effectively manage their workforce through emerging digital technologies? Contributors to the White Paper share their strategies for 2024 and beyond – read more here.

"We’re arguing that humans and not AI should be at the centre of business activities; that humans need to be in charge, directing and shaping the future."
Professor Janet McColl-Kennedy

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