Agenda
Tuesday, 24 June 2025
“Digital Excellence & Being Ridiculously Easy to Do Business With”
Please note that 1:1 meetings will be running throughout the day.
Registration & Check-In
Welcome to the 10th Digital Edge: Digital Excellence & Being Ridiculously Easy to Do Business With
Jim Berry - CEO & Founder at ADAPT
Sales are moving online, revenues from digital products are booming, AI is evolving, and competition is fierce. This means an explosion in customer facing apps, internal data, and systems – all driving new management challenges and opportunities.
Meanwhile, Customer and Employee expectations heighten – along with the need for improved digital trust, experience, and personalisation. The operating models, products and structures of the past must evolve to deliver innovation, speed, CX and UX. It’s time for radical modernisation and change – but most are underprepared to harness AI because of gaps in organisational data and digital maturity.
To tackle this, we gather the nation’s leaders and proudly bring you Australia’s top Digital Strategy event – with a focus on outcome based ideas you will remember and be able to action after the day.
ADAPT Insights: The State of CX, Transformation and ROI in A/NZ Enterprise
Gabby Fredkin - Head of Analytics & Insights at ADAPT
ADAPT’s Research and Advisory team reveal the latest data-driven insights from over 1000 local surveys from regional Heads of IT, digital, security and finance enabling companies responsible for over 60% of Australia’s GDP.
Assessing digitisation and CX maturity, performance, capital allocation, and the unique challenges facing Australian Heads of Digital Transformation, Product and Customer Experience.
Helping you to benchmark and validate your priorities and thinking, ADAPT reveal the core findings distilled from your aggregated pre-event surveys and examine which tactics have the biggest impact – and how best to scale that success.
Get an Edge: Making the Most of Your Day
Tenar Larsen - Head of People & Performance, Executive Programs
"Ridiculously Easy to Do Business With” - Serving a New Generation of Customer Wants, Needs and Expectations
David Avrin - World Leading CX Consultant
How, when and where we buy has changed dramatically, with customers’ now prioritising speed, simplicity, and convenience over quality. Winning in today’s competitive marketplace is dictated by those who can deliver faster while being ridiculously easy to do business with.
David will shine a light on this profound shift in CX, UX and EX – driving an alignment of product development, processes, and policy. How do we deploy effectively and compliantly – while eliminating friction in the buying process, responding to prospects, and creating experiences worth sharing?
Participants will gain actionable insights to:
- Better understand the cause and pervasiveness of the shift in customer behaviour.
- Recognise how and why customer service and experiences are distinct.
- Create alignment between customer needs and deliverables.
- Recognise what it takes to compete on social media and AI, and the ramifications of under-performing.
David Avrin, CSP, GSF is one of the world’s leading Customer Experience speakers and consultants. He helps CEOs and organisations better understand and serve their changing customers and clients to help future-proof their businesses by becoming ridiculously easy to do business with. David’s the author of seven books: It’s Not Who You Know, It’s Who Knows You!, Why Customers Leave (and How to Win Them Back) and his newest book: Ridiculously Easy to Do Business With: A practical guide to giving customers what they want-when and how they want it. His business insights have been featured worldwide.
Digital Experience Insights from Australian Chief Digital, CX and Data Officers
Peter Hind - Principal Research Analyst at ADAPT
Debating responsibilities, possibilities, and tactics for Australian Digital, Product & Customer leaders to improve customer experiences and digital products.
• Tactics to lead a successful digital strategy
• Aligning data governance and monetisation to measurable product and business results
• Data driven enablement: predictive, algorithmic, revenue generating
• The reality of Agentic AI in 2025?
• Cross functional collaboration or dysfunction?
Morning Break
Refreshments, Snacks & Connections
The Economy of Algorithms, AI and the Rise of the Digital Minions
Prof. Marek Kowalkiewicz - Professor and Chair in Digital Economy at Centre for Future Enterprise, QUT Business School
AI is changing the way we work so we need to be able to adapt to this future. Join us as we delve into the intricacies of AI in the business landscape.
From managing the ascent of shadow AI to the evolving role of C-level executives, we explore the critical success factors for leveraging data and AI.
- How do algorithms and AI impact your workplace and the experiences you offer?
- How to equip organisations to design new work practices, policies and products to embrace new technologies?
- Discover how fostering a culture of innovation intersects with ethical considerations
- The importance of partnerships between industry giants and startups.
Invaluable insights on policy, regulation, and practical advice for navigating the complex terrain of AI in business.
Listed among the Top 100 Global Thought Leaders in AI by Thinkers360, Marek has led global innovation teams in Silicon Valley, was a Global Research Program Lead and Founding Research Manager of SAP’s Machine Learning lab in Singapore, and a Research Fellow at Microsoft Research Asia. His newest book, “The Economy of Algorithms: AI and the Rise of the Digital Minions”, is an international bestseller.
AI in Action: Personalisation and the Evolving Digital Experience
Stephen Hardy - Partner at Bain & Co
Stephen Hardy, Partner at Bain & Company, will explore how artificial intelligence is changing the way organisations approach personalisation and digital engagement. Through recent use cases and practical case studies, he’ll share what leading companies are doing today to tailor experiences at scale, improve customer interactions, and deliver measurable results. This keynote will provide a clear look at where AI is making a real difference — and what it means for teams working across digital strategy, customer experience, and product development.
Stephen is the former CEO of Ambiata and one of Bain’s most experienced AI experts in APAC.
ADAPT Insights: What 3 Things the Top Performers Do for Most Success in AI?
Mike Kollo - Director of AI at ADAPT
Mike explores the key factors that contribute to AI success, drawing on ADAPT’s unique local research covering the latest on Agentic and GenAI – having surveyed 600 CIOs, Data and Digital leaders across Australia in 2025.
AI has rapidly evolved from a niche discussion to a strategic priority, with 70% of respondents planning to increase their investment in generative AI.
However, despite growing budgets, only 25% of organisations have automated workflows, highlighting a gap between AI readiness and actual implementation. Mike shares AI use case and adoption insights, revealing how and why strategic alignment — not just investment — drives real business impact.
- What 3 things the top performers do for most success in AI?
- AI Investment & ROI: ways to track long-term value and ROI
- Which internal measures set the leaders apart?
ADAPT Executive Insight Roundtables
Attend your pre-selected roundtable to participate in a peer discussion with confidence under Chatham House Rules moderated by an ADAPT analyst with subject matter experts.
Peer Networking Seated Lunch
Adobe Executive Lunch Roundtable Session
ADAPT Executive Insight Roundtables
Attend your pre-selected roundtable to participate in a peer discussion with confidence under Chatham House Rules moderated by an ADAPT analyst with subject matter experts.
Afternoon Break
Refreshments, Snacks & Connections
Embracing Our Adaptive Intelligence
Andrea Clarke - Work Futurist & Author at FutureFit
Great leaders & learners are defined by one trait: the ability to understand what is changing around them, and adapt. Andrea shares the new, expanded role of adaptability for modern leaders, and three practical ways to get started on building your AQ to shift from reacting & responding to change – to anticipating & shaping it. This will be of specific value to leaders in IT Security – to help deal with the unique challenges of the role.
Andrea is a Work Futurist who encourages people to adapt to change more effectively so they can be ‘future fit’ for their work/life. One year before the pandemic, Andrea released her first award-winning book, ‘Future Fit: How to Stay Relevant and Competitive in the Future of Work’ – winner of the Australian Business Book of the Year 2019 and finalist in the UK Business Book Awards 2020.
She founded Future Fit Learning in 2012 – a small business that builds leaders who drive innovation, growth and cultural change by accelerating the ‘real skills’ needed to lead with impact. Through her programs, Andrea and her team have helped major organisations develop leaders at all levels. Her 2nd book, “Adapt” is out soon.
Digital Edge 2025: Insights summary
with ADAPT's Research & Advisory TeamSummarising the day’s core findings into actionable insights to take back to your job.
iTnews | Digital Nation | Digital Transformation Awards: “Digital Champions”
Velvet-Belle Templeman - Publishing Director at iTnews
At Digital Edge 2025, ADAPT will proudly host the inaugural Digital Nation 2025 Digital Champion Awards. Hear from the finalists in short panels.
Hear direct from the nominee finalists for each category open for Australia’s Digital Champions:
- Customer Experience Transformation Champion (Chief Customer Officer, Head of CX / Marketing)
- Employee Experience Transformation Champion (HR, People & Culture)
- Finance Transformation Champion (CFO/Head of Finance)
- Data & AI transformation champion (Chief Data and AI)
- Governance champion (Chief Risk Officer)
- Digital Transformation Champion (Chief Transformation Officer, Chief Digital Officer)
ADAPT Digital Edge & Digital Nation “Digital Champions” Networking Drinks
Meet & network with the attendees of both ADAPT’s Digital Edge event and the arriving nominees for the Digital Nation “Digital Champion” awards
Digital Nation's “Digital Champions” Awards & Gala Dinner
The iTnews & Digital Nation team will announce the category winners and present the awards over dinner.
Who will be Australia’s Digital Champions for 2025?
- Customer Experience Transformation Champion (Chief Customer Officer, Head of CX / Marketing)
- Employee Experience Transformation Champion (HR, People & Culture)
- Finance Transformation Champion (CFO/Head of Finance)
- Data & AI transformation champion (Chief Data and AI)
- Governance champion (Chief Risk Officer)
- Digital Transformation Champion (Chief Transformation Officer, Chief Digital Officer)