Get in early avoid the queue hot coffee and fresh made barista coffee.

Super Retail Group is investing over $20 million to strengthen its omni-channel, digital and loyalty capabilities across four retail brands. This session explores how the Closest to Customer strategy is bringing data, personalisation and loyalty together to drive deeper engagement and increase customer value.

• Building a unified customer and loyalty ecosystem across multiple retail brands
• How SRG’s internal personalisation stack is driving more relevant experiences at scale
• Redesigning loyalty: creating attainable rewards that drive incremental value for both customer and brand

In a TikTok-speed world, delays between customer action and system response quietly cap what experiences can deliver. This session looks at why data latency has become an experience ceiling for retailers, and how teams are rethinking architecture choices to respond to intent faster without introducing fragility.

• Where “near-real-time” breaks down in modern retail journeys, and the experience trade-offs teams see in practice
• How organisations are reducing latency across analytics, decisioning, and activation without overengineering real-time
• Which architectural shifts (including zero-copy approaches) enable faster response to customer intent, and where they still fall short

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As digital experiences become more personalised and AI driven, organisations face growing pressure to design experiences that are inclusive, trusted, and genuinely valuable to customers. This panel brings together digital, design, and customer leaders to explore how inclusive design principles, intelligent systems, and human judgement are shaping experiences that customers choose to return to.

Rather than focusing on theory, the discussion centres on real trade offs teams are navigating today as they balance accessibility, personalisation, automation, and trust at scale.

• Embedding accessibility and neurodiversity into digital design systems and day to day delivery
• Where personalisation improves experience and loyalty versus where it introduces bias, discomfort, or fatigue
• How AI supports design, content, and research while keeping humans accountable for outcomes

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Most organisations collect vast amounts of digital behaviour data but struggle to turn it into consistent commercial impact. Dashboards look impressive, insights are generated, yet revenue lift, efficiency gains, and customer outcomes remain hard to prove. In this session, we will show how real-time qualitative and quantitative behaviour signals are connected with AI-driven decisioning to move from insight to action and make ROI visible to the business.

• How real-time behavioural data can be unified across channels to create a usable decision layer
• Where AI adds value versus where rules and human judgment work better
• How success is measured in revenue, cost reduction, and customer impact

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.

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

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Will we collectively choose the right course of action?

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Generative AI is rapidly changing how digital experiences are created, enabling interfaces and content that adapt dynamically to user needs. Yet as AI takes on more of the design process, it also introduces new risks from biased training data to accessibility gaps hidden in algorithmic decision-making. This session explores whether AI is truly making digital experiences more inclusive or inadvertently creating new barriers.

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Amanda will cover:

• How AI-generated interfaces and journeys can enhance inclusivity for diverse users
• The hidden risks of bias, inconsistency, and over-personalisation in AI-driven design
• Practical strategies for ensuring accessibility remains central in generative-AI experiences

Most digital teams are stuck in the same trap: insights locked behind technical skills, analysts overwhelmed with requests, and answers arriving too late to act on.

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In this session, discover how Contentsquare's AI breaks through these roadblocks by empowering every team member to instantly understand user behavior and optimise digital experiences that drive business results. You’ll learn how to:

• Understand how autocapture eliminates the need for manual tagging, saving time and ensuring no critical interactions are missed
• Use AI to automate getting actionable insights and recommendations instantly, without analyst support
• Uncover friction, understand user behavior, and quantify revenue opportunities in minutes

Walk away knowing how to democratise analytics across your business, turning every team member into an insights champion who can improve experiences and drive measurable business growth.

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Many organisations invest heavily in digital experience, yet struggle to prove its value in ways that influence funding, prioritisation, and executive confidence. This panel explores how leaders move beyond vanity metrics to demonstrate real commercial impact and make the case for sustained investment.

• Which digital experience metrics actually influence executive and finance decisions
• Where conversion, retention, and experimentation data help and where they mislead
• How leaders connect experience improvements to long-term brand and revenue outcomes

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Select a topic of discussion and engage in an interactive roundtable discussion with a group of your like-minded peers.

Put your knowledge to the test in this fast-paced quiz covering real-world trivia, key concepts, and emerging trends. Compete for bragging rights—and a travel voucher—as the top scorer takes the crown.

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What happens when you compress five days of work into four, without compromising outcomes or customer experience? In this session, learn insights from ahm’s bold experiment to reinvent work and wellbeing in the digital era. Discover how her team balanced innovation with efficiency, leveraged automation and agile practices to maintain delivery standards, and redefined what productivity really means in a human-first, digital organisation.  

• Smarter Work: How automation and agile kept output high in fewer days.
• Rethinking Metrics: Shifting from hours worked to outcomes achieved.
• Wellbeing Wins: Proving balance boosts performance.

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E-commerce teams face constant noise from competing ideas, legacy systems, and fragmented channels that often obscure what customers truly need. First-principles thinking helps strip back assumptions to reveal the fundamental problems worth solving.

This session explores how applying this approach at Cotton On is guiding current work across wishlist, bag, and other core touchpoints and how the team is navigating alignment when stakeholder priorities, inherited patterns, and user needs don’t always match.

• How first-principles thinking refocuses teams on the fundamentals of user and business needs
• How to surface and challenge legacy assumptions that stand in the way of simple, high-impact solutions
• Real examples of active strategic debates and lessons from applying first-principles thinking while the work is still unfolding

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From AI chatbots to composable platforms, digital experience teams are under constant pressure to invest in new technologies that promise better engagement, conversion, and loyalty. Yet in practice, many tools deliver mixed results, add complexity, or struggle to prove value beyond early pilots.

This interactive Think Tank cuts through the hype by putting today’s most talked-about DX technologies under real scrutiny.

This interactive session puts these questions directly to the audience. Participants vote live on a series of real-world scenarios, explore the results together, and vote again as perspectives shift through the discussion.

Join this rapid-fire assessment of key technologies, with live audience voting and quick expert debate after each round.

• AI chatbots and virtual assistants: when they improve service and when they frustrate customers
• On-site personalisation and offers: meaningful relevance versus digital noise
• Customer data and experience platforms (CDPs and DXPs): enabling foundation or another layer to manage
• Emerging technologies such as generative AI, AR, VR, and digital humans: real opportunity or premature investment

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