Sydney Digital Experience Summit 2025

AI initiatives succeed when they put people first. This session explores how leading digital and technology teams are designing AI-powered experiences around customer needs—not just technical capability. From embedding CX principles into AI programs, to using agile squads effectively, this talk uncovers how to create technology that feels intuitive, purposeful, and exciting. Because when you get the customer experience right, everything else follows.

• How to align AI programs with core customer experience principles to ensure real impact
• Using agile squads to move fast—while still keeping customer needs front and centre
• Balancing employee experience and customer experience to drive seamless, scalable innovation

Personalisation strategies must respond instantly to customer signals across multiple channels. This session examines the architectures, decision models, and content operations enabling high-performance, real-time personalisation.

• Enabling real-time data flows across systems
• Designing scalable content frameworks
• Balancing automation with relevance and control
• Aligning teams across marketing, product, and tech

As digital expectations soar, customer journeys are becoming smarter, faster, and more intuitive. This panel dives into how modern teams are using AI, automation, and next-gen platforms to transform the way they attract, convert, and keep today’s digital-first customers.

• What new technologies are unlocking smarter, frictionless digital interactions?
• How will AI and automation reshape real-time personalisation and engagement beyond 2026?
• What capabilities are essential to meet tomorrow’s digital demand without overengineering today’s stack?
• How do you introduce innovation without disrupting trust, speed, or customer flow?

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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?

Designing a connected, customer-first experience is challenging—especially when navigating multiple channels, strict compliance demands, or legacy systems. In this session, AbbVie shares its approach to delivering a cohesive omnichannel journey that balances operational constraints with creative ambition, and customer value with measurable outcomes.

• Integrating digital and offline touchpoints to create a unified, consistent experience
• Driving innovation within regulatory, operational, or brand governance frameworks
• Using data to personalise experiences across diverse audiences
• Measuring success and embedding continuous improvement into customer experience programs

With third-party cookies on the way out, brands are racing to make better use of the data they already have. But collecting first-party data is only half the battle — activating it in meaningful, measurable ways is where most teams get stuck. This session shares how one organisation reshaped its data approach to drive smarter engagement.

• Building a scalable first-party data foundation across teams and platforms
• Identifying the right signals to personalise journeys without over-engineering
• Bridging the gap between marketing, product, and analytics teams
• Creating a test-and-learn culture to turn insights into real outcomes

AI is transforming digital experience — but only when applied thoughtfully. This demo-style session explores how AI can be embedded into CX workflows to drive speed, personalisation, and performance without compromising brand integrity.

– Identifying the right points in the customer journey where AI creates the most value
– Striking the balance between automation and control through smart oversight
– Using existing customer data to drive meaningful personalisation
– What we learned from pilot to scale — the hits, the misses, and how we evolved

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As expectations grow for frictionless digital experiences—both for customers and employees—organisations are rethinking their technology foundations. This session brings together senior DX leaders to explore how to build a scalable, flexible, and integrated tech stack that supports personalised, consistent, and efficient digital interactions across every touchpoint.

• What does a future-ready digital experience stack look like across CX and EX in 2026?
• Which tools are emerging as critical to delivering seamless, end-to-end journeys?
• How do you manage governance and simplicity across expanding, composable ecosystems?
• What strategies ensure continuity of experience across customer-facing and internal systems?

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Topics will be made available closer to the event!

Think you know digital experience? Prove it in this high-speed quiz tackling platforms, tech trends, and CX strategy—where bragging rights are up for grabs and the top scorer walks away with a $500 voucher.

Dr. Rachna Gandhi shares practical insights from over 20 years of building resilient, data-driven digital infrastructures designed to support long-term growth, adaptability, and impact.

• Establishing strong digital foundations that scale with user and business needs
• Designing flexible, user-first programs that evolve with shifting expectations
• Seamlessly integrating data, technology, and experience to enable smarter digital outcomes

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As AI continues to reshape how organisations engage with their customers, a critical question emerges: is AI enhancing the customer experience or eroding it? This closing session invites debate and reflection on the future of human-centric service in an increasingly automated world.

• Can AI truly replicate empathy, trust, and nuance in customer interactions?
• Where should businesses draw the line between automation and human connection?
• Is the pursuit of efficiency coming at the cost of loyalty and brand differentiation?
• How can organisations ensure AI strengthens—not weakens—their CX strategy?