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.

The launch of IGA’s online grocery delivery service is a lesson in developing minimum viable product that responds quickly to the needs of customers during a rapidly evolving crisis, its shopper engagement leader says.

An online shop, mobile app, fresh take on customer loyalty and new product ranging are just some of the steps Max Brenner’s local marketing chief says it’s taking to prepare the once-embattled brand as Australia recovers from COVID-19.

Inundated with requests to help struggling cafes and restaurants hit hard by COVID-related shutdowns, two-year-old hospitality startup, HungryHungry, went from a two-week to two-hour turnaround to develop digital ordering sites for venues.

Citizen engagement is the name of the game for the city of Adelaide and it’s undertaken a digital transformation program and upped the ante on content in order to achieve those ambitions.

The newly created role of chief customer and digital officer for the state of Queensland has gone to Chris Fechner, whose job will be to implement the government's digital vision. Fechner was most recently chief digital and product officer at Service NSW.

Seven West Media has confirmed Pacific Magazines chief, Gereurd Roberts, as its group chief digital officer.

Building a universally informed, data-driven system incorporating granular insight on end-consumer demand as well as the supply chain is key to FritoLay as it works to meet the changing snacking needs of consumers.

More than 30 per cent revenue growth online a year-and-a-half and a highly collaborative cross-functional workforce are just two achievements True Alliance has realised after transforming its digital platforms, processes and organisational approach.

​Machine learning trials to better serve up content and product navigation, building a single customer view, and lifting brand consideration across channels are just some of the steps Canstar’s marketing chief is taking to drive growth.