Sydney Digital Experience Summit 2025

Join Dr. Rachna Gandhi, as she shares insights from over 20 years of building resilient, data-driven digital infrastructures that empower organisations to stay ahead of the curve.

• Building a strong foundation for digital experiences that can scale across industries
• Designing flexible, user-centric digital programs that adapt to evolving market needs
• Creating seamless integrations between data, technology, and user experience to drive lasting impact

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

Australia’s digital landscape is evolving fast, driven by a wave of emerging technologies reshaping how organisations design, deliver, and scale digital experiences. This session explores how forward-thinking teams are harnessing these tools to meet rising user expectations, unlock innovation, and stay ahead in a competitive market.

• Which emerging technologies are leading digital experience efforts?
• How will AI and automation redefine DX strategies from 2026 and beyond?
• What tools, platforms, and capabilities will digital teams need to stay ahead?
• How can organisations integrate new technologies without disrupting existing CX ecosystems?

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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?

Creating a connected, patient-first experience in pharma is no easy task — especially within a regulated environment. This session explores how AbbVie tackled these challenges to deliver a cohesive omnichannel journey that balances compliance, consistency, and customer value.

– Integrating digital and traditional channels for a unified brand experience
– Innovating within regulatory boundaries without compromising creativity
– Using data to personalise patient and HCP engagement
– Measuring impact and adapting strategies in real time

Customers expect continuity across every touchpoint — but disconnected systems and data silos often get in the way. This session explores strategies to deliver more integrated, consistent experiences.

• Integrating identity, behaviour, and preferences across channels
• Designing architecture that supports omnichannel continuity
• Resolving conflicts across web, app, store, and support
• Using orchestration tools to maintain context

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 digital experience platforms evolve, the move toward composable, best-of-breed ecosystems continues to gain traction. While this shift offers flexibility and speed, it also introduces new challenges around integration, governance, and consistency. In this closing panel, senior DX leaders will share insights into what a high-performing, scalable tech stack looks like for 2026 and how to build one that drives real customer and business outcomes.

• What does an optimal digital experience tech stack look like in 2026?
• Which tools and platforms are becoming essential?
• How to balance flexibility with architectural simplicity as stacks expand
• Strategies for ensuring cohesive user experiences across decentralised 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.

Search and discovery are rapidly evolving as AI assistants reshape how users find and consume information. This keynote explores how digital strategies must adapt to new discovery behaviours.

• How AI tools are changing search expectations
• Structuring content for AI-based summarisation and answers
• Redefining metadata and taxonomy for AI interfaces
• Adapting SEO and discovery tactics for future channels

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?