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

When high-volume and even higher customer expectations met the limits of traditional chatbots, Transurban turned to Concentrix and generative AI to lead the charge. Learn how they introduced a virtual assistant capable of resolving 60% of inquiries autonomously—reducing human-assisted chats by 20% and elevating the customer experience across digital channels. This session explores their journey to smarter support, increased containment, scalable service innovation and the technology that underpins it all.

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

Contact centers struggle with inconsistent service quality and lengthy training cycles, resulting in poor customer experiences and high turnover. Dialpad's AI-powered platform addresses these challenges through real-time coaching and automation.

• Real-time AI coaching during live calls - Dialpad’s AI provides instant guidance and sentiment analysis to help agents respond more effectively as conversations happen
• Automated call summaries and action items - Eliminates manual note-taking while automatically capturing key outcomes and next steps
• Performance insights at scale - Managers gain visibility into conversation trends and coaching opportunities across thousands of interactions

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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Digital leaders face a constant tension: keeping everyday experiences fast, reliable, and cost-effective, while also modernising stacks to stay competitive. This session explores how to integrate new tools without disrupting service, which technologies are proving most valuable, how to manage customer expectations around latency and performance, and where AI is being embedded to deliver next-gen experiences without breaking the bank.

• Meeting rising expectations for speed, reliability, and cost efficiency
• Adding new tools and platforms without creating silos or chaos
• Where to invest, what to maintain, and how to avoid over-engineering
• Practical ways AI is being built into stacks to enhance, not overcomplicate

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Roundtable Discussions:

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Choose 1 topic to join on the day!

1. Leveraging Machine Learning and AI with Payment Data to Improve Customer Experience and Business Performance 
2. AI Agents & Human Agents: Unlocking Next Generation CX
3. Blending AI with Human Touch in Customer Service
4. The Future of Omnichannel: Meeting Customers Wherever They Are
5. Data-Driven CX: Turning Insights Into Actionable Strategy
6. Real-Time Engagement: Delivering Value in Every Micro-Moment
7. The Privacy Paradox: Trust, Consent, and Personalisation
8. Voice, Chat, and Beyond: Rethinking Conversational Interfaces

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 $300 Luxury Escapes 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?