Agenda
Wednesday, 14 June 2023
Please note that 1:1 meetings will be running throughout the day.
Registration and refreshments
Take your seat in the keynote room.
Welcome to the 8th Digital Edge: Exponential Impact: Driving Transformational Change at Scale
Jim Berry - CEO & Founder at ADAPTIt isn’t just about having a vision for ways to leverage digital for efficiency, growth, and improved experiences – it’s about building a culture of innovation and the required transformation muscle.
For exponential impact, Australia’s leaders of Digital Transformation need their ambition to lead their C-suite, peers, and workforce to a required future state. One which needs several steps of reorganisation to see your business emerge to be truly ready for this digital age.
ADAPT Research: The Exponential Value Roadmap: Insights from Digital, Data, CIO, CFO and CISO Surveys
Gabby Fredkin - Head of Analytics & Insights at ADAPTADAPT’s Exponential Value Framework is a new maturity benchmarking tool for Australia which reveals the more that digital and data-driven organisations have matured their operational models and culture with proven direct bottom line value, growth, innovation and experiences. For them, digital and data are now built into their DNA.
In this session, ADAPT will explain the EVR, ways to help Australia modernise – and the Digital Leader’s role in connecting the three transformations required to become data-driven. Supported by 1000s of surveys from your CFO, CIO, CISO and Data peers for you to compare and validate your priorities and thinking.
MIT: Reorganising for Digital: 4 Drivers to Solve the Organisational Rubik’s Cube.
Peter Weill - MIT CISR Senior Research Scientist, Chairman emeritus & ADAPT Strategic AdvisorOrganisations are not designed for the digital era. To create industry-leading value from digital, you will need to do some kind of organisational surgery. These changes aim to remove complexity and help the firm focus on capturing value. The Head of Digital has a key role to play.
A new MIT CISR global study of 700 firms identified four different drivers of digital value that should be the goals of any reorganisation.
In this session we will explain the 4 organisational surgery drivers, and describe how top performers captured value by solving this organisational Rubik’s Cube. Illustrated with a case study and then share experiences via polling and conversation.
As Chair of CISR at the MIT Sloan School of Management, Peter’s work centred on the role, value, and governance of digitisation in enterprises and he consults several of Australia’s and the world’s leading CIOs, ExCos and Boards. Peter was ranked by Ziff Davis as the 24th most influential person in IT and the highest ranking academic. MIT CISR undertakes practical research on how firms generate business value from digital.
When Good Software Turns Bad
Kip Cole - VP Application Platform Go-to-market at VMware TanzuDigital transformation places software applications at the centre of business strategy and operations. As such they form part of an organization’s critical infrastructure in both private and public enterprises. Do you know where all the components of your software landscape – both on premises and cloud – originate, and can you vouch for their provenance?
As machine learning applications become sources of strategic advantage, can you confidently manage the risk associated with algorithmically defined business decisions?
Are your business and technology systems and processes agile enough to respond to these emerging risks – and the incredible opportunities they present?
In this presentation we will discuss the emergence of application platforms that integrate application risk management and secure software supply chains that bring confidence to an enterprise software landscape, as well as increase speed and agility to respond to new opportunity in the data-driven AI world.
Morning Break: Refreshments, Snacks & Connections
Case Studies of Digital Excellence in Australia
Katie McDermott - Chief Product Officer & Executive Director, Digital at Service NSW Sandip Kumar - Executive Director & CIO of Gold Coast HealthTwo of Australia’s success stories codify their lessons learned with advice on how to create impact and transform at scale – while keeping your stakeholders happy and winning the resources you need.
Service NSW: Katie McDermott, leads a diverse group of teams responsible for end-to-end digital customer experiences, including check-in and voucher programs which required unprecedented speed to production.
Katie will outline what they have done differently to now serve quick customer centric services, feedback loops, new team constructs and a digital manifesto.
GCH: Under Sandip’s leadership GCH has now become the most digitally advanced and awarded healthcare company in Australia
Building global partnerships with vendors, – automating workflows for manual processes – the1st public sector hospital in AU to use MRI guided laser surgery.
To do so, Sandip needed to build a business partnership with the executive leadership and ensure the board trusted him with digital decision making
Driving Innovation with Design: Telstra Purple's Game-Changing Strategies for Customer Success
Glenn Carmichael - Head of Design at Telstra PurpleInspired by design, we’re driven to ideate, plan and build best-in-class tools that people love, that enhance the way people work, and create new industry standards and benchmarks. Often though, we are faced with the question of how to work most effectively with clients to help them solve problems in a cohesive, innovative way that genuinely meets their needs. In this session, you’ll hear some game-changing examples of how Telstra Purple leverages contextual research and design sprints to show what’s possible for our customers while driving deep employee advocacy.
The Digital Adoption Imperative
Clarence Dent - RVP ANZ at WalkMe Mindy Rice - Head of Capability at TPG TelecomDespite all the successes achieved to date, A/NZ IT leaders tell ADAPT that they suffer from a lack of unified vision to technology adoption, conflicting business priorities, resistance to change, burnout, and talent shortages.
Technology investments promise improvements in employee and customer experiences, including seamless business processes and integrated communications. However, a lack of digital adoption across your applications threatens to derail these benefits, squandering billions of dollars of investment. Often, the return on value from technology investments are set over a long period of time, with long implementation and training periods.
In this fast-paced world, this is no longer a viable strategy. You need to extract the value of these investments as quickly as possible. That starts with driving adoption at the point of inception, long before implementation, roll-out, and training. What approaches can you take to overcome these challenges to ensure that your technology investments deliver optimum value?
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.
Elevate Customer Experience by Seamlessly Connecting Teams, Systems and Processes
Elisha Harrington - Senior Director, Chief Innovation and Strategy Office at ServiceNowDid you know Aussie customers spent 96 Million hours on hold in 2022 to resolve their issues? And on average it takes 7.3 days for a business to resolve an issue? How can this happen when businesses have continuously invested in technology and initiatives to improve the customer experience at every touch point?
The answer is, their digital transformations probably haven’t gone deep enough into the organisation, to where the work happens. The initiatives and technologies you have invested in might be overlooking the ever-so-critical middle office.
Join us to learn how to accelerate growth by transforming connections and workflow from the front end to the back office, and how to leverage technology to achieve connected customer service experiences that improves speed and transparency, and ultimately drives impact to your bottom line.
Revolutionising Work: Unleashing Productivity with New Approaches
Derek Laney - Technology Evangelist at SlackJoin us for an enlightening roundtable discussion where we delve into the insights from Slack’s State of Work 2023 research. Discover the immense pressure faced by business leaders to maximise productivity (71%) and the productivity paradox caused by outdated performance management methods. Get ready to embark on a journey towards supercharging your team’s performance with innovative approaches. Can we finally bid farewell to wasted time? Shockingly, employees spend 32% merely appearing productive and a staggering 43% in unnecessary meetings.
The conversation is no longer about office, remote or hybrid work its about driving adoption of better ways of working for better business results. Engage with industry pioneers, hear their success stories, and unlock practical strategies to conquer productivity challenges. Collaborate, ask questions, and shape the future of work.
During this open discussion, we will discuss:
- How visionary leaders are driving productivity and performance through new ways of working
- The game-changing impact of generative AI on knowledge work flow, unlocking individual and group productivity
- How a new frontier of security and trust is already evolving in your organisation
Digital Disruption in the Payments Ecosystem
with GoCardlessThe payment market has matured from being just transactional to more experiential with heightened investments towards payment technologies that drive value-based changes. Consumers are now accustomed to frictionless payments and the expectations are now that businesses need to further support evolving trends by leveraging available technology platforms. Add on top RBA regulatory change, and you have yourself quite a complex set of problems to solve in a short period of time.
Whether you’re a business in the midst of transformation or not, payments are often an afterthought, with the responsibility getting lost somewhere between the executive suite. The lack of clear end to end ownership means that it can be years between a deep dive into the end to end payments process. Whether it be customer expectations, regulation change, or multi year financial transformation investment, what do you need to know about what’s happening in order to assess your own path?
Join this roundtable to listen, learn and discuss the disruptive technologies and key trends for 2023 and beyond, plus a conversation about the technologies required to contribute towards the new trends in finance.
In this session we will discuss:
- Why real-time digital payments are growing, and why will they continue to follow a similar trend
- How to use customer data to improve the digital payment experience
- How to optimise infrastructure for security and cost at the same time
- Why the shift in digital banking preferences mean businesses need to embrace payment innovations
Harnessing Data, Technology, and Collaboration for Business Sustainability
Tom McQueen - Head of Sustainability Practice ANZ at CognizantWe will explore how data, technology and collaboration are the keys to driving the next phase of business sustainability. Drawing from a survey of 3,000 executives, we will examine five main recommendations for businesses to invest in sustainability, integrate data-driven initiatives and elevate the CSO position within the C-Suite to enable meaningful business transformation. Join us as we discuss how to make sustainability an essential part of our economy.
Peer Networking Seated Lunch
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.
How to De-risk and Accelerate your Digital Transformation?
Raj Sundarason - Leader, Asia Pacific and Japan at Whatfix Damon Zemanek - Regional Director, ANZ at WhatfixOver 70% of IT leaders recognise digital transformation as integral to revenue achievement, product development, customer engagement and advancing strategic operational processes. Yet organisations are not well-prepared.
Transformation programs place a huge burden on users of today’s technologies to get the best out of them. To keep pace with the volume and frequency of change, organisations have had to rethink their digital adoption strategies to help justify their investments.
Digital Adoption Platforms have proven critical in enabling new ways of working, allowing the technology to be configured to seamlessly engage with the end user and execute cross-application business processes. While these technologies have evolved dramatically over the past five years, some critical questions remain, such as “How do you de-risk and accelerate your digital transformation program?”
The roundtable will examine the following topics:
- What is a Digital Adoption Platform?
- What are the two critical business problems you are trying to solve?
- What data do you need to get started?
- How to de-risk and accelerate digital transformation?
Discover the Information Advantage
George Harb - Vice President of Sales at OpenTextThe explosion of data across an increasing number of information sources – from email, news feeds, diaries and social media platforms to company drives, shared drives and collaboration platforms – is adding to the information overload burden for citizens and workers.
For organisations grappling with this challenge, the solution lies in being able to break down the silos and integrate information with processes to make decisions faster. When you continuously apply information management to bring all your information together, patterns and trends emerge. Insights are gleaned and better decisions are made. That is the information advantage OpenText is powering businesses to unlock.
Delivering on the Promise of Digital Transformation with Customer Identity
Steve Dillon - Head of APAC Architecture at Ping IdentitySuccessful transformation of the digital experience hinges on a business understanding who its customers are the moment they touch an online or mobile channel. From an engagement perspective, this enables businesses to deliver tailored customer experiences that drive revenue and loyalty.
Unfortunately, many businesses have relied too long on methods – such as passwords, long registration forms, and requiring account creation to checkout – that can end up causing more abandonment than happy customers.
Join this roundtable with Ping Identity to discuss how businesses have the potential to ease their dependence on these tools by orchestrating smooth and secure end-to-end user journeys that are optimised to deliver business impact by leveraging customer identity as part of any digital experience strategy.
The Need for Speed: Secrets to Rapidly Simplify and Automate Complex Processes
Gordon Maddock - Regional Vice President, Broad Markets at AppianIs your organisation trying to operate with difficult, manual or heavily regulated processes? Critical workflows locked into rigid systems and disconnected data offer limited agility and visibility.
Hear from peers who are experiencing the same challenges and discuss how taking control of operations, responding to changing needs and delivering exceptional customer and employee experiences is possible. Leaving you free to do what you do best.
Bain & Co: The Connected Customer
James Larmer - Expert Partner at Bain & CoIn an increasingly digital world, how do we make AI-driven interactions with customers more human? Today over 70% of customer journeys start digitally. In this session, Bain explores how backstage and onstage operations need to support each other and how some of the best companies in the world are increasing revenue and customer satisfaction by connecting them both.
James is a leading analytics and AI expert with over 25 years’ experience in building and leading advanced data and analytics teams and delivering tech-enabled digital transformation business initiatives for Fortune 100 enterprises in the US, Europe, Asia and Australia. James has spent his career helping clients rapidly identify and capture value and actionable insights from disparate and fragmented data.
Digital Edge Panel: How to Drive Impact at Scale - While Speeding Safely?
Peter Hind - Principal Research Analyst at ADAPT Linda Zeelie - Enterprise Digital Transformation Consultant Steve Hodgkinson - Chief Digital Officer at VIC Police Jamie Rossato - Chief Information Security Officer at Lion Co Finbar O’Hanlon - APAC president of GInI, the Global Innovation Institute (USA)A unified vision needs uptake. This means balancing frictions between misaligned teams, shining light on the North Star, and building the foundations for ambitious innovation. It also needs to drive immediate value and ROI – while integrating risk, compliance and data security.
So how do you balance agility and speed with safety and guardrails?
With breaches, compliance, complex regulations and data privacy mandates increasing, so are the risks of hefty fines, reputation damage and lost trust.
Our panel of experts debate ways to create real Impact – and how to integrate Data Compliance, Risk and Security while accelerating Transformation Value?
How can digital leaders help to protect sensitive data across customer lifecycles, applications and data storage – while still making data accessible, personalised and monetised?
The Art of Future Thinking
Simon Waller - Futurist and Business AdvisorIf knowing the future is the ultimate competitive advantage then being able to think like a futurist must be one of the most important skills for modern business leaders. In an era defined by increasing uncertainty and rapid change, could futurism also be the best possible antidote to epidemic levels of short-term thinking?
In this session, Simon Waller shows you how futurists are trained to recognise trends, uncover risks and identify opportunities by thinking about things differently. With nearly two decades of work as a futurist Simon will take you through the mindsets and techniques that he and other futurists use to develop, explore, articulate and engage others in their visions for the future.
Workshop: So What? Now What? Executing Innovation
Lucy Chung - ADAPT Strategic Advisor and CEO at NOBL Collective Liz Kreuger - Associate Principal at NOBL CollectiveThis session is designed with that end of conference feeling in mind, when your head is swimming with key takeaways, new ideas and maybe even the thought of “now what?”. In amongst the very real fatigue that comes with leading innovation in the rapidly changing world today.
ADAPT Strategic Advisors from NOBL, an organisation design and change making consultancy, will guide you through an experience that allows you to make sense of what you’ve learnt throughout the day at Digital Edge. They’ll give you tools to cut through the barriers to change you might be experiencing in your organisation, like the belief that change isn’t needed, pushback that the time isn’t right for change, or the dreaded slip back into old ways when change has been made. They’ll show how to pinpoint priorities that will make a lasting and measurable impact on your organisation, as well as enhance your own leadership journey.
Expect an energising and practical session that will leave you feeling equipped for the realities that await as you return to business as usual.
Closing Comments
Digital Edge Peer Networking Drinks
An opportunity to stay, mingle and meet other attendees over drinks and food and discuss the day.