Brilliant basics and connected customer services remain key to Mecca’s digital progress as it looks to keep engaging customers in an omni-channel way in 2021.

​ There isn’t a business in Australia that hasn’t experienced some form of transformation as digital connectivity pervades every aspect of our products, services and experiences as consumers and businesses. Australia’s largest telecoms provider, Telstra, however, is arguably on one of the most ambitious programs of work right now.

David Jones has appointed a new director of omnichannel to its leadership ranks as it works to bring bricks-and-mortar and digital experiences closer together.

Gartner has released its latest digital experience platforms (DXP) report, highlighting rising need for modular and composable software solutions in the face of the pandemic and the explosion of digitisation caused by the COVID-19 pandemic.

Future proofing by making the big transition from physical to digital proposition and engagement has seen Australia lifestyle offer business, Entertainment, embark on simultaneous digital and brand transformation.

Virgin Australia has confirmed the appointment of its chief customer and digital officer and recruited a new Velocity CEO as part of a fresh executive leadership team full of aviation experience announced today.

Double-digit increases in ROI for every dollar spent on email, higher frequency spending customers and hefty database signups are the kinds of marketing and digital tech investment returns that speak for themselves. But it’s also the ability to lift that human connection with customers that’s top of mind for Winedirect.com.au's chief digital officer, Adam Hollinshead.

In the race to make interactions digital, one aspect of transacting has remained stubbornly troublesome – identity.

As we continue to grapple with the shake-up to our lives and work brought on by the pandemic, there’s another era of computing innovation on our doorstep waiting to disrupt us once again: Web 3.0.

Virgin Australia has brought on a chief customer and digital officer in a step its CEO says will help the airline’s transformation as it steps up plans for 2021.

Blackmores has brought on a new testing and optimisation platform to help fuel growth across its ecommerce offering.

It’s a problem many brands have been working for years to solve: Growing interest in digital engagement and commerce and a need for greater capability to meet it. But in Farmlands New Zealand’s case, the timeframe for a response was shortened to just three weeks after the COVID-19 pandemic and lockdown struck antipodean shores.

A 600 per cent surge in leads, the ability to connect the dots on customer journeys and a substantial lift in the quality of prospects are just a few of the initial wins for Australian builder, Wisdom, after overhauling its digital strategy and website.

Human-centred design was once seen very much as a ‘nice to have’ but has increasingly become an essential element to a digital change project. And indeed, it's a key element of the success, or otherwise, of this kind of innovation, says a global expert in the practice.

There’s no doubt COVID-19 has accelerated the shift to digital channels and transactions for Australian retailers. Here, Cue Clothing’s CIO, Shane Lenton, shares how the iconic Australian fashion brand adapted to the new normal of retail presented by the pandemic, the virtual and digital offerings it’s rapidly created, and the longer-term innovations they’re helping inform.

The Athlete’s Foot’s long-serving digital and omnichannel customer engagement chief, Marl Teperson, has hung up his shoes after 11 years to join Afterpay.

Seamless and frictionless end-to-end customer journeys through automation and bots is the end game for Optus VP of digital consumer, Vaughan Paul, as he works to respond to customers engaging more online and digitally.

Digital is a driver and catalyst for delivering company growth and transformation across industries. And both marketing and IT teams recognise its importance as a strategic tool and mechanism to deliver growth ambitions and outcomes. But without alignment between the two functions, organisations will only get so far in disrupting themselves and achieving the customer-led transformation required today, both sides agree.

It’s content and experience strategy, rather than the technical components, that have been the biggest investment in Fisher & Paykel’s global digital experience overhaul, its marketing and experience chief says.

The COVID-19 crisis forced thousands of businesses across Australia to either fundamentally re-evaluate their business model or risk shutting up shop for good. But at Vision Personal Training, it’s served to stimulate digital transition that could have long-term benefits.

Two new digital solutions to help clients respond to physical distancing restrictions as a result of the COVID-19 pandemic have become the first big outcomes of Datacom's decision to invest in a fresh customer experience management approach.