15 June 2022, Hyatt Regency in Sydney
Scaling Digital First Strategies & CX Agility
Australia is experiencing rebounds in business and consumer confidence, helping maintain our V-shaped recovery, but the ways we operated in the past may no longer serve our business or customers.
The silver linings of the pandemic include accelerated digital projects and maturity, alongside the reduction of several pre-existing barriers to transformation. Now we must adapt to doing business in this new experience-centric future.
On these foundations, Chief Digital Officers and CX strategy leaders can execute a digital first strategy for increased process digitisation and renewed focus on digital product offerings and services and enabling distributed teams. The aims are driving engaged experiences, personalisation and innovation for customers and the workforce, both seamlessly and at scale.
Staying still is not an option.
Organisations are using this as a restart for growth – to build and deliver products in new ways, to change underlying operating models, embed new analytics and automation efficiencies, reinvent service experience and boost retention. These are crucial steps if Australia is to face increasingly nimble leaders and new global competitors in our markets.
ADAPT’s Q1 ‘21 surveys of over 300 local CIOs and Tech leaders put “improved customer experience” as their foremost initiative for 2021, followed by evolved compliance, automation and analytics.
They also put conflicting priorities, legacy mindsets, scarce resources, and a lack of digital ‘savviness’ as key barriers holding back organisational success. The C-suite need to better understand digital business models and strategy.
Common objectives are new service experience, better collaboration and compliance across new digital workspaces and a distributed hybrid workforce. But the success of continued digital transformation, customer experience and future innovation will depend on executive leadership skills and aligned resources, driving employee experience and productivity through technology uptake.
“The dispersion of technology and productivity between leading and lagging firms has increased… because of the uneven ability of firms to innovate and use new technologies.” Glenn Stevens, RBA.
Australia’s senior digital and CX leaders are now in the driving seat.
Successful WFH and Business Continuity plans were underpinned by earlier transformation projects – proving the return on digital investments. Now is the time to drive a progressive experience strategy and sustained agenda for successful modernisation, innovation and agility – to transform service models and deliver scalability, resilience and elasticity.
Now in its 8th year, ADAPT Digital Edge gathers 130 of the nation’s most innovative and effective Digital Transformation and CX leaders for a powerful day of collaboration, shared experience, peer networking, tactical introductions and global insights. Access is by invitation only – contact us to qualify to attend.
“Some serious innovation will emerge from the dark economic times induced by the coronavirus.” Jon Whittle, Director CSIRO’s Data61
ADAPT research in Q4 ’20 showed increased budgets and focus on innovation to deliver on these opportunities and challenges. As well as local growth, post pandemic changes in the digital economy offer a golden age for services firms, also now able to export if they harness digital technology.
Digital Innovation and CX needs Data-driven foundations.
Organisational leaders all agree on the vision in 2021 to finally deploy the data-driven organisation, with advanced analytics for timely, accurate insights. Digital innovation and experience-centric operations will be driven by improved data and information architectures, which in turn allow for automation, machine learning and AI – then enabling visibility and context for service personalisation to gain competitive advantage.
Australia’s Digital leaders need to take the opportunity presented to engage with the C-suite and deliver on these key themes. Now is the time to leverage new partnerships with key stakeholders, win allies, and take a strategic role to deliver meaningful human experiences, engagement and sustainable value.
With a day packed with expert content, Digital Edge will deliver practical examples, ideas and tactics for all these challenges – while connecting with 130 peers and the senior executives from some of the world’s foremost strategic partners.
Past Thought Leaders
Lucy Chung CEO at NOBL Collective (USA)
Rocky Scopelliti Futurologist | Author | Professor | Board Director | Chief Scientist
Dr Kristine Dery Research Scientist at MIT CISR
Dr. Mark Esposito Professor of Business and Economics at Harvard University's Division of Continuing Education
Cal Henderson Co-Founder and CTO at Slack
Dr. Martin Anderson CIO of eTrading at the Commonwealth Bank of Australia
Matt Loop Head of APAC at Slack
Simon Banks Director of Merchant Services at PayPal Australia
Aparna Sundararajan Senior Research Strategist
Matt Boon Director of Strategic Research
Peter Hind Senior Analyst at ADAPT
Jim Berry CEO
Special Live Interview: Dr. Mark Esposito – Harvard University, Dept of Continuing Education
Mark Esposito, PhD, is recognised internationally as a top global thought leader in matters relating to The Fourth Industrial Revolution, the changes and opportunities that technology will bring to a variety of industries.
He was inducted in 2016 in the radar of Thinkers50 as one of the 30 most prominent rising business thinkers in the world. He is a global expert of the World Economic Forum and advisor to national governments.
Live from Europe, Mark will share thoughts on:
“Building resilience and advantage through the FLP IT framework”
- How to improve workflows and the efficient placement of facilities to drive business performance
- Moving away from the K-shape recovery
- And the use of technology to navigate and address the post pandemic issues
In his academic career, Mark has held academic appointments for some of the world’s leading institutions such as Harvard University, University of Cambridge, Arizona State University’s Thunderbird School of Global Management, Hult International Business School and IE Business School.
Special Guest: Lucy Blair Chung – Co-Founder & CEO, NOBL (live from NYC)
Lucy is the Co-Founder and CEO of NOBL, a culture change organisational design firm headquartered in New York. She embodies a bias-to-action, using her experience in operations, human resources, and organisational strategy to drive meaningful and lasting change.
Traditionally change management has been handed to people top-down, often as a process-oriented afterthought. Instead it should be rooted on meeting the people and stakeholders you will impact and hope to change, wherever they now are, then sympathising if they have the abilities, the positive provocation, and support they need to manage more change under lockdown.
Natural human tendency is to always resist change. So, how do you face and understand that resistance?
To help, Digital Leaders could evolve their approach to human centered change: the psychology of change and understanding loss, all mapped to human experience. Lucy will suggest how at Digital Edge 2021.
We balance global keynotes with local success stories and tips from CFO, CIO and Digital peers in top organisations. Across conference sessions and boardroom roundtables, ADAPT create a safe place to ask the necessary questions and find the right answers from our community’s collective wisdom.
Debate will include case studies and practical tips on how to:
- Enable the Data driven organisation and improved CX
- Assess and accelerate your organisation’s digital capabilities
- Lead your transformation strategy, then measure and monitor digital execution
- Improve the internal perception of digital leaders as valued strategic partners
- Leverage the best in automation and AI for improved EX and CX
Learn from your C-level executive stakeholders
ADAPT have established the region’s leading CIO, CFO, Digital and Security events, gathering a community of thousands of the business and technology executives running our top enterprise and government organisations.
The consistent feedback across all these leadership teams is that conflicting business priorities and legacy mindsets are holding back the successful delivery of projects and growth. Whatever technology or executive leader persona – their main challenge is successfully managing people and their resistance to change.
Effective organisational change management is communicated and delivered through the harmony of people, process and technology. More than ever, the executive leaders of digital transformation need to help bridge these departments with a common language, step up and help lead the recovery.
Confirm your seat for a powerful day of fact-based insights, peer networking and strategic partner 1-1s while you can.
Attend the region’s safest and best structured major gatherings since the lockdown.
Many have been too inwardly focused. Now hear from the experts, draw upon the collective intelligence of our region’s top executives, and learn the next steps from others on similar journeys.
With complete health and safety compliance, we can meet again face-to-face to share war stories, validate and compare post lockdown strategies.
Delivering for 9 years, ADAPT are always proud to connect our business community and technology leaders. Well known for delivering beyond expectation, join us to celebrate one of our most anticipated events yet.