Agenda
Tuesday, 22 October 2024
“Digital Product Excellence, Digital Experience & the Power of the X-Team”
Please note that 1:1 meetings will be running throughout the day.
Registration & Check-In
Take your seat in the keynote room.
Welcome to the 9th Digital Edge: Digital Product Excellence, Digital Experience & the Power of the X-Team
Jim Berry - CEO & Founder at ADAPTGlobal sales are moving online and revenues from digital products will boom. With this arrives an explosion in apps, data, systems – driving new management challenges and opportunities.
Meanwhile, customer and employee expectations are reaching new heights – Conversational AI is ready to boom – along with desire for trust, experience, and personalisation.
So, it’s time for optimal digital experience – but the operating models, products and structures of the past will not meet this evolving speed, or needs for innovation, CX and UX.
In response, nimble organisations are evolving cross-functional disciplines and X-teams, uniting product, engineering, support, marketing, data, IT, and C-suite to align strategy, roadmaps, and services.
Join us at Digital Edge 2024 to debate how to tackle these huge tasks and lead meaningful change. All so much easier said than done.
ADAPT Research: Operationally Excellent and AI Ready
Gabby Fredkin - Head of Analytics & Insights at ADAPTADAPT’s research and advisory team reveal the latest local fact-based insights from over 500 detailed 2024 surveys from our region’s top CIOs, CISOs, CTOs Heads of Data and Digital. This session will assist you in comparing the resource allocation, investment priorities and unique challenges of Australian Digital and Product leaders for you to benchmark and validate your priorities and thinking.
Gabby will reveal the core findings distilled from your aggregated pre-event surveys and examine the CX, Product, Data, AI and digital strategies that are generating value.
Get an Edge: Making the Most of Your Day
Tenar Larsen - Head of People & Performance, Executive ProgramsBendigo & Adelaide Bank: Transformation in Action & Lessons Learned
Ryan Brosnahan - Chief Transformation Officer at Bendigo & Adelaide Bank Byron Connolly - Head of Programs & Value Engagement at ADAPTRyan joined Bendigo and Adelaide Bank in 2019 and is responsible for driving the Group’s digital transformation program, and leading the digital, data, payments and technology functions.
With more than 20 years’ international experience in the financial services industry in Australia, New Zealand and the United Kingdom, Ryan has led complex growth and transformation change initiatives across multiple functions and businesses in financial services and has a deep passion for harnessing the power of technology to improve the way we live and work.
Prior to Bendigo and Adelaide Bank, Ryan held Executive responsibility for key portfolios, including enterprise-wide transformation, technology, strategy, operations and risk at ANZ.
Ryan will share his lessons learned related to the theme of product excellence and digital team performance.
Navigating the Five Stages of AI Maturity for Enhanced Customer Experience
Richard Oldham - Technical Director, Australia & New Zealand at Kore.aiJoin Richard Oldham, Technical Director ANZ of Kore.ai, for an insightful keynote on the AI maturity journey.
Richard will present a practical roadmap that guides organisations through the five key stages of AI maturity, from traditional on-premise contact center systems to the cutting-edge implementation of autonomous AI at enterprise scale. Whether you’re just beginning your AI journey or preparing to deploy advanced AI solutions, this session will provide actionable insights to help you elevate your customer and employee experience strategy.
Morning Break
Refreshments, Snacks & Connections
The 9 Steps for Digital & Product Leaders To Succeed With Data Governance
Michelle Dennedy - Chief Data Strategy Officer at ABAXX Technologies IncWe now live in a world where bad data means bad CX which means customer churn, making all responsible for good Data Quality and Governance frameworks.
Meanwhile “Transformation” is about efficiency and “Product” is a monetisation play – all of which can be driven by better Data Governance.
Michelle will share 9 steps to improve the people, process, and tech components of data frameworks – including an example which saved an organisation $8 Billion.
Talking on how to incorporate privacy into your digital and product efforts, and how to get the most out of your work.
- Ensuring the compliance of new digital products dual impact authentication
- Managing data governance and communication between C-level and cross functional groups
- How to get the metrics in place to control risk and data impact of AI
- Frameworks to improve and articulate consistent 3rd party privacy management to save churn.
- How to measure up from your data teams? What to present to the Board?
- Building a data culture of stewards and literacy for operational efficiency
Michelle was VP & Chief Privacy Officer at Cisco as well as McAfee, where she raised awareness and create tools to promote privacy, quality, respect, trust, and asset-level possibilities for data. As a visionary in the field of privacy and the IT industry, she brings together multifaceted approaches that provide real privacy protections to drive business value.
A licensed attorney, Michelle led security and privacy initiatives, ranging from regulatory compliance, privacy engineering, advocacy and education efforts, and litigation. She is the co-author of ‘The Privacy Engineer’s Manifesto: Getting from Policy to Code to QA to Value.’
Navigating AI Transformation with Digital Adoption
Adam Dinneen - Director, Sales Engineering APAC at WalkMeAI transformation is the biggest change to how we work in our lifetime.
But just like digital transformation, AI transformation success is far from guaranteed. When applications, workflows and the people using them constantly change, how do you adapt to maximise impact? Digital adoption is the answer.
See our live demonstration of WalkMe(X), the only copilot that has the context to meet every user with the next best action for any workflow, across any application.
From AI Table Stakes to Meaningful Change: Strategies to Drive Positive Impact
Joshua Burkhow - Chief Evangelist at AlteryxAI is no longer a nice-to-have—it’s a business imperative. Executives who limit themselves to merely understanding or experimenting with AI risk falling behind. Now is the time to move beyond the basics of AI adoption and start driving meaningful, scalable change that boosts your bottom line and secures your company’s future. In this session, Joshua Burkhow—Chief Evangelist at Alteryx and author of The Definitive Guide: Alteryx Designer—will give you strategies that will help you stop dabbling in AI and start delivering real value. Learn the strategies to turn your AI investments into true business transformation and walk away with a clear roadmap for success.
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.
Driving Innovation with Design: Telstra’s Game-Changing Strategies for Customer Success
Glenn Carmichael - Head of Tech Strategy at Telstra Amanda Pitcher - Principal Consultant at Telstra Tim Hope - Chief Technology Officer at VersentTelstra is at the forefront of innovation, inspired by design to ideate, plan, and build best-in-class tools that people love. These tools not only enhance the way people work but also set new industry standards and benchmarks. However, the challenge often lies in collaborating effectively with clients to solve problems in a cohesive and innovative manner that genuinely meets their needs. In this session, you’ll discover how Telstra leverages contextual research and design sprints to showcase what’s possible for our customers. We’ll also delve into the transformative impact of AI on customer service and digital transformation, highlighting game-changing examples that drive deep employee advocacy and customer success.
The Future of AI in the Workplace: Strategies for Driving Adoption and Productivity
Brian D’Souza - Head of Solutions Engineering, Slack ANZ at Salesforce Stephanie Hooppell - Head of Customer Success ANZ at Slack from SalesforceAI transformation requires balancing technological advancements with employee readiness. Despite executive urgency, many employees remain hesitant to adopt AI tools. Insights from Slack’s latest Workforce Labs Research highlights key barriers preventing widespread experimentation and use of AI in the workplace.
To accelerate adoption, leaders must focus on fostering a culture that encourages innovation and provides clear support for AI integration. Addressing employee concerns and offering practical guidance can help unlock AI’s full potential, enhancing productivity across teams. As AI continues to evolve, the role of AI agents in the enterprise will expand, reshaping the future of work. Ensuring that teams are equipped with the right tools and knowledge will be crucial for success in this dynamic landscape.
We will explore the topic of “The Future of AI in the Workplace: Strategies for Driving Adoption and Productivity” where we’ll be discussing:
- What are the key barriers preventing employees from adopting AI tools in their daily workflows, and how can these concerns be addressed?
- How can leaders create an environment that encourages innovation and supports AI integration across teams to improve overall productivity?
- What role will AI agents play in the future of enterprise operations, and how can organisations prepare for this shift?
ADAPT and Transform Digital Delivery by Shifting From a ‘Project to Product’ Approach
Byron Connolly - Head of Programs & Value Engagement at ADAPTSome of Australia’s most well-known organisations – the likes of Telstra and Service NSW – are transforming the way they deliver digital products and services to a new generation of tech-savvy citizens.
At the heart of this change is a shift from adopting traditional ‘waterfall’ IT project methodologies to more flexible product models that enhance digital delivery by fostering continuous improvement and a laser focus on customer needs.
Unlike long-established project frameworks, which focus on fixed timelines and budgets, a product approach prioritises long-term value creation and customer satisfaction.
Join ADAPT analysts at Digital Edge to discuss how this product methodology can be used across your organisation to help you deliver digital products faster and maintain their longevity.
Peer Networking Seated Lunch
Join us for relaxed peer networking and great food, in the Hilton Glass Restaurant.
Lunch Roundtable: If You Think It’s About AI, You’ve Missed the Point
Dawid Naude - CEO & Cofounder at PathfindrDiscover how Australia’s most iconic brands are achieving real and disruptive results with AI and automation. In this roundtable tailored for C-suites looking to make bold moves in their industry, we’ll explore how to create an actionable AI roadmap, typical quick wins and how long they take to deliver, and the handbrakes that might stop you from going live. This isn’t about the art of the possible; this is about what projects are making it to production and the lessons learnt along the way.
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.
Mastering the "Total Experience”: The Key to Unlocking Seamless Customer Journeys
George Harb - Managing Director at OpenText ANZ Luke Horan - Lead Solution Consultant at OpenText ANZAttracting and retaining top employees is as crucial as building customer loyalty for driving success. Fortunately, the tools and techniques from Customer Experience (CX) can enhance Employee Experience (EX). Many global companies are adopting this approach, resulting in increased productivity, higher employee satisfaction, and improved customer service.
Join this session with peers and OpenText speakers to explore how we can implement a Total Experience strategy that addresses both employee and customer experiences holistically. We’ll discuss creating a shared digital experience that fosters loyalty and growth through relevant, personalised communications.
Key topics include:
- Challenges in experience delivery, such as disjointed processes, lack of clear insights, and digital employee experiences that hinder productivity.
- Integrating employee experience (EX), operational experience (OX), and customer experience (CX) for better business outcomes.
- Using business, employee, and customer data to deliver personalised experiences.
- Driving loyalty and growth through relevant, inspiring, and compliant digital experiences that are frictionless, omnichannel, and data-driven.
Getting to ROI with AI
Mark Pesce - Partner at Wisely AI Drew Smith - Partner at Wisely AIWith so much hype surrounding AI in the enterprise, defining a path to ROI can be challenging. Wisely AI will bring you back to basics, sharing stories of enterprises setting themselves up for success with sustaining and transforming AI-driven innovations.
Working with live case studies from Wisely AI, we will explore practical approaches to:
1. Measure organisational readiness and capacity for AI-driven transformation, and articulate a strategic plan to develop AI-driven applications that deliver ROI.
2. Understand the difference between sustaining and transforming innovation in AI.
3. Identify roadblocks and accelerators of successful innovation in enterprise AI.
ADAPT and Transform Digital Delivery by Shifting From a ‘Project to Product’ Approach
Byron Connolly - Head of Programs & Value Engagement at ADAPTSome of Australia’s most well-known organisations – the likes of Telstra and Service NSW – are transforming the way they deliver digital products and services to a new generation of tech-savvy citizens.
At the heart of this change is a shift from adopting traditional ‘waterfall’ IT project methodologies to more flexible product models that enhance digital delivery by fostering continuous improvement and a laser focus on customer needs.
Unlike long-established project frameworks, which focus on fixed timelines and budgets, a product approach prioritises long-term value creation and customer satisfaction.
Join ADAPT analysts at Digital Edge to discuss how this product methodology can be used across your organisation to help you deliver digital products faster and maintain their longevity.
Afternoon Break
Refreshments, Snacks & Connections
Digital Edge Panel: How To Achieve Digital Product Excellence & Digital Experiences?
Peter Hind - Principal Research Analyst at ADAPT Andreas Marmaras - General Manager Product & Technology, Domain Insight at Domain Dayle Stevens OAM - Executive, Data & AI at Telstra, former GM Data at AGL Carrie Mott - CEO at FlyWheel MarketingPanel Insights on achieving digital product excellence, reducing customer churn, and moving customers from intent to transaction. How can Digital leaders win the resources and executive support they need to help modernise and transform their business?
Leading local experts with frank advice and practical tips on how to get it right.
MIT Research: 3 Emergent Approaches to Ecosystem Governance
Dr Gayan Benedict - CTO at Salesforce, former CIO at RBAOrganisations increasingly see their most challenging strategic goals as being dependent on the actions and contributions of others. Ecosystem governance is a key to addressing today’s shared challenges such as sustainability and delivering connective financial services like real-time payments.
After interviewing executives across diverse industries and geographies, MIT Sloan identified three emergent governance approaches for digital ecosystems that varied in their approach to distributing accountabilities.
When addressing shared challenges, how are organisations distributing governance accountability and what do success and failure look like?
Your Role in Modern Work
Dom Price - Work Futurist at AtlassianIt’s OK to dream about the future and create a nice painted picture. But our job as leaders is to find the fertile ground, plant the seeds and create that future. That might just require us to roll our sleeves up and take meaningful action. Dom Price, Chief Futurist from Atlassian, is going to bring us crashing back down to earth from the future and lead us through an exploration of modern work.
In this talk, Dom will walk us through:
- Confronting our reality of modern work and understanding the changes we can make TODAY to drive sustainable and desirable improvement
- Understanding the reality of where we’ll get tech/AI wrong, and where we can get it right.
- Knowing our roles as leaders and decisions makers in creating this future, and driving our personal success
Strap in for a rollercoaster ride that will reshape how you think about leadership, technology, and your organisation’s role in society as a whole.
Closing Comments
Digital Edge Peer Networking Drinks
An opportunity to stay, mingle and meet other attendees over drinks and food and discuss the day.