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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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.

Learn how to gain a clear, unified view of user behaviour and turn insights into action that drives engagement and growth.

• Connecting behavioural data across channels for a single source of truth
• Using analytics to uncover intent and friction points that impact conversion
• Turning insights into rapid design, content and experience optimisation

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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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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 are no longer linear. Behaviour now spans multiple channels, with AI influencing decisions in ways traditional funnel models can’t support.

This session explores how customer journey design was reimagined to reflect real, non-linear behaviour. It covers the data and architectural choices behind more adaptive experiences, where AI improved relevance and decision-making without adding unnecessary complexity or risk.

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• Why funnel-based journey design no longer works
• How to design for multi-channel, non-linear engagement
• Where AI delivers real value while maintaining trust

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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 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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