A Digital Transformation Journey to Improve Customer Centricity

CQUniversity undertook a digital transformational journey to create an immersive student experience that is more customer centric via a digital experience platform, supporting the University’s strategic goal of uplifting its students’ user experience as a key differentiation in the market.

Mission-critical priority

The largest footprint of any university in Australia, with locations covering every mainland state, is driven by a digital services team that encompasses all of IT centralized services to support offline and online learning.

The focus is on leading the strategic direction  for IT use across all sites and supporting digital transformation alongside the pedagogy of teaching. A key aim was to incorporate the digital footprint, with highly technical support teams, to enable an effective learning environment using an online web-based digital experience platform as the students’ support and learning interface.

Key challenges included:

  • Developing a multiyear strategy with roadmaps required to build an effective
    digital experience
  • Delivering services in a streamlined way via the digital platform that integrates with ERP systems
  • Selecting cost-effective products and fit-for-purpose technologies to support the vision

How Gartner helped

Started by undertaking a series of Gartner analyst calls that provided CQUniversity with an understanding of the digital experience platform market.

Gartner provided:

  • Ongoing analyst services to validate thinking, support strategic and technical decision making, and broader decision support such as security, human change management and project management
  • Executive Partner-led coaching and development
  • Toolkits, workshops, research materials and events also supported the selection of the most suitable solutions, including technologies that would not compromise the architecture of existing systems
  • Support for commercial negotiations toward securing the best deal possible with vendors and partners
  • Delivering virtual networking opportunities during COVID, enabling CQUniversity to continue to collaborate with industry peers

Business impact

With Gartner’s support, the following goals were met: 

  • Uplifting students’ user experience
  • Demonstrating the business value of IT
  • Cost savings
  • Increased time to market
  • Increased agility
  • Risk mitigation

When the COVID-19 pandemic hit Australia, CQUniversity’s teaching model was already centered around a learning management system as an anchoring point for students, so it easily scaled to shift quickly from hybrid face-to-face/virtual sessions to full online learning, enabling students access to all materials, anytime and from anywhere.

Gartner support pre-COVID enabled CQUniversity Digital Services to be well-equipped in the digital technology and security space such as BYOD, which evolved into work from home during COVID. 


Approx $319 M


Deputy VP, Digital Services

Achieve your mission-critical priorities with Gartner for IT Leaders

The senior strategy team and I have access to our Gartner Executive Partner and good analysts, enabling us to push more than we would normally. By working directly with Gartner we changed how we showcase the business value of IT.

Roy Pidgeon

Deputy VP, Digital Services, Central Queensland University

Related success stories

Gartner is a trusted advisor and an objective resource for more than 15,000 enterprises in 100+ countries.

Learn more about how we can help you achieve your mission-critical priorities.