8:30am

Registration & Networking

9:15am

Welcome

9:30am

Opening Keynote:
Bridging the Gap Between Customer Experience and Digital Transformation

Integrating Customer Experience (CX) with Digital Transformation (DX) to enhance service delivery and customer satisfaction is the key to delivering reliable, engaging digital assets, so let’s explore how to do it.

Explore:

• Designing digital solutions focusing on customer needs and preferences
• Utilising data analytics to offer personalised insurance products and services
• Implementing digital tools to improve engagement and streamline customer service processes

9:50am

Case Study:
Unpacking Coates' Tale of Digital Transformation

Traditionally, construction has been slow to adopt technological advancement, however, Coates has changed the game, driving digital transformation to reshape the construction industry.

Join digital powerhouse, Stuart Freer as he shares:

• Specific digital initiatives undertaken at Coates to enhance operational efficiency, customer experience, and data-driven decision-making
• How digital innovation has enabled cost effective and continuous growth
• Why selecting the right partners is half the challenge in implementing impactful digital strategies

Speaker:
Stuart Freer, Chief Information and Digital Officer - Coates

10:20am

Panel:
Speeding to the Future of Digital Experiences 

This panel discussion delves into the dynamic future of digital experiences, exploring how emerging trends will redefine our interaction with technology at both personal and societal levels.

Delving into AI, personalisation, UX + Design and much more 
Exploring how and why DX will change in the coming years?
Which technologies and methodologies are going to have the biggest impact on DX in 2025?
What are the major challenges that must be overcome as we advance into this new digital era? 

Panellists:
Carmel Zein, Head of Marketing, B2C Furniture, eCommerce Analyst and Podcaster
Sven Lindell, Consulting Chief Marketing and Digital Officer - 4WD Supacentre
Anna Bohler, Head of Digital Experience - Big Red Group

10:50am

Morning Tea & Networking

11:20am

Audience Activity:
Creating Dynamic Digital Experiences

In this innovative session, attendees will be faced with a series of scenarios that they may face in their roles. Attendees will discuss the possible courses of action with their peers to consider the ramifications of each option before logging their own course of action. 

Results will be tallied and analysed by our session facilitator and results will impact the way the group moves through the activity.

Will we collectively choose the right course of action?

11:40am

This is how... I build my Tech Stack

This 15 minute demonstration session will uncover how Webjet built their technology stack to enhance the digital experience for it's 2.3 million monthly visitors

Speaker: 
Ben Coughlin, Chief Customer Operations Officer - Webjet

11:55am

How I Solved....

This 15 minute demonstration session will uncover how an industry leader overcame a common industry challenge. They’ll take you inside their world and show you the process and tools they use to build something brilliant

12:10pm

Panel:
Under the Hood of the Tech Engines Driving Digital Experiences

Explore the importance of having the right technology in place to ensure uptime, deliver personalisation, and create exceptional digital experiences. 

• Exploring emerging omnichannel and digital technology developments and their potential to enhance customer and digital experiences 
• Uncovering modern architecture strategies to support digital experiences
• Exploring technology that contribute to efficient and scalable digital platforms
• Delving into AI trends in technology development and use cases

Panellists: 
Kurt Brissett, Chief Technology and Innovation Officer - Transport for NSW
Ben Coughlin, Chief Customer Officer - Webjet
Michael Ristuccia, GM Customer Technology - Tabcorp

12:40pm

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

1. AI and Automation in DX and CX
2. User Experience and Design 
3. Personalisation 
4. Future of DX in 2025 and Beyond
5. Headless Vs Non-Headless CMS 
6. New Consumer Trends 
7. Creating Omni-Channel Experiences 
8. Data Management and Analytic

1:30pm

Lunch & Exhibition

2:20pm

Panel Discussion: 
Personal Touch: Redefining User Experience Design for the Modern Consumer

This panel will explore the future of user experience design, focusing on how personalisation is shaping the way products and services are crafted and delivered.

• How are the core principles of user experience design evolving to incorporate increased personalisation? 
• As personalisation becomes more prevalent, how are consumer expectations shifting? 
• Who is leading the way in integrating personalisation into user experience design? 
• What are the challenges of designing highly personalised experiences while maintaining user privacy and trust? 

Panelists:
Patrick Tam, Head of Digital Experience Design - Westpac
Nicole Shepherd, Customer Experience Product Lead Retail - Big W

2:45pm

The Great Debate:
The Role of AI in Enhancing vs. Replacing Human Creativity in Digital Experiences

This engaging session encompasses expert opinion and audience interaction as we see how the industry feels artificial intelligence is set to instil a new digital experience evolution. Will will explore:

• Can AI truly replicate the nuanced creativity of human designers and content creators?
• Will the rise of AI tools lead to job displacement in the creative industries, or will it create new opportunities?
• Does AI-generated content match the quality and authenticity of human-produced content?
• What ethical guidelines should govern the use of AI in creative processes

Debaters:
Kevin Wilkins, Experience Chapter Lead (UX) - Commonwealth Bank of Australia
Dan Palmer, Co-Founder - Relevance.ai

3:15pm

Event Closed