Beat the rush and join us early for complimentary barista-made coffee and breakfast.

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

We are entering a new Engagement Era, where success depends on how well organisations execute across the moments that matter to customers, employees, and partners.

In this session, SAP will launch SAP Engagement Cloud and show how engagement becomes a shared business capability, connecting data, intelligence, and execution across teams to deliver more consistent, reliable, and scalable outcomes.

• 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

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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Many digital teams run experiments, but only occasionally. Test ideas pile up, approvals take weeks, results arrive too late to influence real decisions, and experimentation becomes something teams talk about rather than rely on. In large organisations, slow cycles are rarely caused by tools. They’re caused by fragmented workflows, unclear ownership, and governance designed for risk avoidance rather than learning.

In this session, we will show

•  how experimentation is redesigned as a continuous operating capability rather than a periodic activity.
• What changes in workflow and decision-making unlock faster, repeatable testing
• How governance and tooling are re-aligned to support speed without increasing risk
• How teams move from occasional A/B tests to continuous experimentation that actually informs product and CX decisions

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?

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This session breaks down how one government agency tackled fragmented service pathways by building a shared digital front door used across multiple departments. You’ll hear the practical steps taken, from mapping inconsistent customer journeys and untangling legacy systems to designing shared identity, data and workflow frameworks that other agencies could easily adopt.The story focuses on the real decisions, trade-offs, and governance structures that made cross-agency alignment possible.

• How to align multiple agencies behind a common digital vision without losing individual mandates.
• Practical frameworks for unifying identity, data flow, and service design across legacy-heavy environments.
• What governance, communication and change-management structures actually make cross-agency platforms succeed.

Many organisations want to use AI to deliver more personalised digital experiences, but the reality is often slower decision cycles, fragmented data, and AI pilots that never meaningfully change the customer journey. Teams struggle to connect behavioural signals, experimentation, and content delivery in a way that allows them to respond to customers in the moments that actually influence outcomes.In this session, we’ll explore how AI can be applied as a practical operating capability rather than a collection of isolated features. We’ll look at how teams connect data, decisioning, and experience delivery so AI helps teams move faster, personalise at scale, and respond to real customer intent in the moments that matter.

We'll Cover:

• How teams combine behavioural data, experimentation, and AI decisioning to personalise experiences in real time
• Where AI meaningfully accelerates content, targeting, and testing and where human judgement still matters most
• How organisations operationalise AI so it improves delivery speed rather than introducing new layers of complexity

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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This session unpacks the real-world journey of consolidating multiple legacy websites into a single, modern digital experience platform. Learn how the team navigated technical debt, content complexity, governance challenges, stakeholder alignment, and customer impact. Attendees gain practical insights on what worked, what didn’t, and how to avoid transformation pitfalls.

• How early decisions about architecture, taxonomy, and content ownership make or break large-scale consolidation.
• Why roles, approvals, and publishing workflows need redesigning—not just websites.
• Lessons in stakeholder engagement, change management, and sustaining momentum across competing priorities.

Customer journeys no longer follow neat stages or predictable paths. For Australian Unity, real behaviour played out across multiple channels, with AI-driven interactions influencing decisions in ways traditional funnel models couldn’t explain or support.In this session, Australian Unity shares how they redesigned customer journey design to reflect this reality. They’ll walk through the architectural and data decisions that enabled more adaptive experiences, where AI was introduced to improve relevance and decision-making, and how teams aligned experience, data, and technology around outcomes rather than linear steps.

• Why traditional funnel-based journey design stopped matching real customer behaviour
• How Australian Unity designed for multi-channel, non-linear engagement
• Where AI added measurable value without increasing complexity or risk

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A candid, under-the-hood look at how NSW Education consolidated 2,200 decentralised school websites into a single governed platform; making hard calls on content, governance and AI readiness along the way.

• How NSW Education audited a sprawling estate, identified what actually mattered, and retired thousands of pages without disrupting critical user journeys.
• How we embedded governance into the platform itself to stop sprawl returning, without slowing teams or centralising everything.
• How restructuring the data layer during consolidation set the foundation for future AI and agentic workflows.

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From chatbots to composable platforms, every brand is flooded with tools promising better engagement, conversion and loyalty. In this Think Tank, we’ll put the industry’s favourite and emerging DX technologies to the test — discussing which truly deliver value and which might be hype.

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.

• AI chatbots and virtual assistants – Enhancing service or creating frustration?
• On-site personalisation and offers – Smart targeting or digital clutter?
• Customer data and experience platforms (CDPs, DXPs) – The glue or just another layer?
• Emerging tech: generative AI, AR/VR, and digital humans – Future-proof or still finding purpose?
• Voice and conversational commerce – Seamless interaction or privacy nightmare?

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Unwind with your peers for a couple of drinks on us!