9:00am

Arrival & Registration

9:10am

Welcome & Ice-Breaker Exercise

9:30am

Opening Keynote:
Leveraging First-Party Data for Strategic Personalisation: The Future of User Engagement

In this keynote, we explore the evolving role of first-party and zero-party data in personalising digital experiences amidst the decline of third-party cookies. As user privacy takes centre stage, we discuss strategies for collecting and utilising this data transparently and ethically to build trust and enhance user engagement.

We'll delve into how advanced analytics, AI integration, and Customer Data Platforms (CDPs) are pivotal in crafting personalised experiences that resonate with users in a privacy-conscious digital landscape. Items to be covered include:

• Understanding the impact of decreased third-party data availability and the rise of first-party data in crafting personalised experiences.
• The role of AI, like GPT-4 and integrated MarTech stacks in creating dynamic, user-centric content and experiences.
• The importance of transparency in data collection and usage to maintain user trust and meet increasing privacy expectations.

Speaker:
Kanika Bhatia, Digital Content Strategy Chapter Head - ANZ

10:00am

Panel:
Creating Amazing Customer Journeys Across Omnichannel Touchpoints

This panel delves into the art of crafting engaging and seamless customer journeys across omnichannel touchpoints. In today's multi-faceted digital landscape, a cohesive and personalized customer experience across both digital and physical channels is crucial. Our experts will explore integrating these channels to create a unified brand experience, utilising data analytics to understand customer behaviour and personalising interactions through AI.

The discussion will also cover the challenges in orchestrating effective omnichannel strategies and share best practices for resonating with today's sophisticated consumers. Items to be covered include:

• Strategies for combining digital and physical channels for a consistent customer journey.
• Leveraging data and AI to tailor customer interactions across touchpoints.
• Best practices and solutions for overcoming common hurdles in omnichannel customer experience design.

Speakers:
Ash Mehta, Head of Digital & Technology - Hairhouse
Joe Shaw, Head of B2B eCommerce - L'Oreal
Melissa LeGuier, Head of Delivery Omnichannel & Data - David Jones

10:35am

Morning Tea & Exhibition

11:00am

Panel:
Payments Made Pretty: Canva's Touch on Enhancing Customer Experiences

Speakers:
Andrew Kaing, Senior Product Manager - Canva
Lachlan Fergus, Enterprise Sales Manager AN/Z - Adyen

11:30am

Panel:
Navigating Web3 in Brand Strategies: A New Frontier in Digital Engagement

This panel will delve into the dynamic world of Web3 and its implications for brand digital strategies. As we enter a new era of internet technology, brands face the challenge and opportunity of integrating Web3 elements like blockchain, NFTs, and decentralized systems into their digital presence.

The discussion will cover the potential of tokenisation in enhancing customer experiences, the role of cryptocurrencies in building innovative marketing campaigns, and the importance of ethical and transparent practices in this emerging space. Items to be covered include:

• Exploring the transformative potential of blockchain technology and tokenisation in creating unique customer experiences.
• Understanding the strategic use of cryptocurrencies and NFTs in marketing and customer engagement.
• Emphasising the importance of ethical practices and building trust in decentralised digital interactions.

Speakers:
Valerio Veo, Digital Leader & Web3 Advocate - Media Industry
Peter Davis, Co-Founder and CEO - One Future Football
Jaimi Farrey, Senior Loyalty & Personalisation Manager - Hospitality & Restaurant Industry

12:05pm

Roundtable Discussions:
Choose 1 Roundtable Discussion Topic to join on the day!

1. Payments Strategies to Create Seamless CX
2. Innovating the Customer Experience with Artificial Intelligence
3. Crafting Digital Trust: Strategies for Building Consumer Confidence in the Digital Realm
4. Evolving Ecommerce: Charting the Future Landscape of Digital Retail 
5. Overcoming the Challenges In Engaging Today's Audiences
6. Designing for Personalisation and Dynamic Content
7. Designing Intuitive Services to Enhance Satisfaction and Efficiency
8. Unlocking User Behaviour: Leveraging Customer Analytics for Data-Driven Growth

1:00pm

Lunch & Exhibition

2:00pm

Panel:
The Future of AI in Customer and Digital Experience

In this panel, we delve into the latest developments in AI and their impact on customer and digital experiences. The focus will be on the innovative use of generative AI for creative content generation and enhanced communication, the strategic implementation of AI in customer experience platforms, and the transformative role of AI in the future work environment.

This discussion aims to provide actionable insights into effectively integrating AI into digital strategies. Items to be covered include:

• Strategies for leveraging generative AI to produce unique, engaging content in customer interactions.
• Best practices for implementing AI in customer experience platforms, focusing on a balanced approach between automation and human input.
• Exploring how AI is revolutionising work processes, focusing on enhancing human skills and efficiency in customer experience management.

Speakers:
Daniel Palmer, Co-Founder & Product Lead - Relevance AI
Valdim Mustafa, Head of Digital Sending Services - Australia Post

2:35pm

Closing Keynote
Managing Digital Overload: Crafting Accessible, Human-Centric Digital Experiences

This keynote addresses the challenge of digital overload and the imperative of designing accessible, human-centric digital experiences. In an era where users are bombarded with digital content, creating engaging, equitable, and manageable experiences is crucial. 

We will explore strategies for ensuring that digital interfaces are designed in a way that considers a diverse range of user needs. By focusing on empathy-driven design and user well-being, this session aims to provide actionable insights into creating digital products that enhance - rather than complicate - the user experience.

Items to be covered include:

• Techniques for designing digital experiences that are information-rich yet easy to navigate, avoiding overwhelming users while delivering value.
• Principles of inclusive and accessible design that cater to diverse user needs, ensuring digital experiences are usable, safe, and beneficial for all.
• Strategies for looking after yourself and mitigating overload as a digital practitioner.

Speaker:
Ally Tutkaluk, Digital Specialist - Lives Lived Well

3:00pm

Event Closed