Insights and Research

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Innovate 07.08.2020 6 MIN Digital Workplace Innovation and the impacts on the future of Customer Engagement ADAPT, in partnership with Salesforce, conducted a Digital Executive Workshop to debate the most effective ways to deliver exceptional customer and employee experiences, evolved workspaces, and digitised processes and channels. The scene was set as Matt Boon shared how today’s Digital transformation leaders have a tough job in these challenging and changing times to deliver organisational flexibility while balancing cost and agility. Every investment we make, every direction we consider needs to begin and end with the question “what is the experience we aim to deliver”; experience is the new key business outcome. 07.08.2020 | 6 MIN

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Deliver 05.08.2020 3 MIN Continuity, Resilience and Beyond – IT Taking the Lead Technology leaders in Australia and New Zealand have a proud history of innovation, with CIOs taking a central role in the transformation of their businesses in the past decade. The value of IT in building long-term business resilience became acutely clear in the first quarter of 2020, when COVID-19 appeared and took hold, strategies for sustaining business operations were placed squarely in the spotlight. CEOs turned to their CIOs to spearhead the transition to a remote workforce and ensure business continuity. 05.08.2020 | 3 MIN

Transform 03.08.2020 5 min Pontus Siren: Building New Operating Models: the Art and Science of Digital Execution At CIO Edge, he shared with 200 CIOs and Heads of IT how to build new operating models using the art and science of digital execution. He said respectful candour is necessary to drive change. 03.08.2020 | 5 min

Customer 28.07.2020 31 min Paul Shetler: “Transformation” is not a goal. Get on with delivering brilliant customer services Paul Shetler was Chief Digital Officer for the Australian Government’s Digital Transformation Agency and is now Partner at AccelerateHQ. At Digital Edge, he shared how to deliver value to customers, championed the importance of speedy innovation, centralising your strategy platform, and how to fix the Square of Despair: funding, governance, procurement and IT. 28.07.2020 | 31 min

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Innovate 27.07.2020 7 MIN Executive Leadership: Perspectives on Resilience & Beyond VMware, in partnership with ADAPT, conducted a Virtual Executive Forum to debate the most effective ways of adapting, building resilience, and viewpoints on opportunities for a better, new normal. 27.07.2020 | 7 MIN

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Innovate 24.07.2020 5 MIN Succeeding in the new normal. Operational excellence for future service delivery ADAPT, in partnership with ServiceNow, conducted a Digital Executive Workshop to debate the most effective ways to do “more with less,” adopt digital transformation, and develop innovative ideas. The scene was set as Matt Boon shared ADAPT’s research finding that the major strategies implemented to achieve this have been through operational efficiency gains, in order to drive down cost and redistribute work efforts, plus create and deliver new services and products for customers in an unknown world. It is up to organisations now to accelerate the service delivery process while ensuring quality and driving operational efficiency. 24.07.2020 | 5 MIN

Security 21.07.2020 1 min Robert Carey: A Risk Worth Taking At CISO Edge, Carey’s message to Australia’s top digital leaders was to take advantage of digital technology to accelerate the velocity of business, transform constituent experiences and spawn new business models. 21.07.2020 | 1 min

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Innovate 17.07.2020 4 MIN The Next Normal is Upon Us ADAPT, in partnership with Slack, conducted a Digital Executive Workshop to explore brand new opportunities to add value to customers and to business. Matt Boon guided the discussion with Slack’s CTO Cal Henderson to determine most effective ways to move to a remote working model, the acceleration of the digital agenda, and the agile new or next normal for Australian organisations. 17.07.2020 | 4 MIN

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Customer 17.07.2020 7 MIN Digital Experience Transformation – Key strategies to realising the power of digital experience and keeping ahead of customer expectations ADAPT, in partnership with Progress, conducted a Digital Executive Workshop to debate most effective ways to provide consistent digital services proactively, in a personalised way and across multiple channels, all at the same time. The scene was set as Peter Hind shared findings from ADAPT’s April COVID-19 Response & Resilience Survey showing that digitisation of workflow and processes, combined with the need to acquire and retain customers, has moved to the second and fourth most important business priorities for Australian and NZ organisations right now. Your customer’s experience with your company through digital channels includes the website, social media, mobile device, chat, finding goods and services and purchasing—virtually every touchpoint makes up the “digital experience”. 17.07.2020 | 7 MIN