26 - 27 March, 2019 | Novotel Sydney Central, Sydney, Australia

Conference Day One: Tuesday, 26th March 2019

8:30 am - 9:00 am Coffee And Registration

9:00 am - 9:10 am Conference Opening – Remarks from the Conference Chairperson

9:10 am - 9:50 am International keynote Presentation: Engaging the Workforce for a Successful Transition from Traditional to a Technology- Enhanced Organisation

James Aylen - Head of UBS Evolve - The Centre for Design Thinking and Innovation, UBS Singapore
New and emerging business technologies offer the organization enhanced efficiency and security. In order to realize their potential, these technologies need be successfully integrated with the workforce. Given humans’ innate nature to avoid change the challenge can often be in bringing the workforce along on the journey when implementing new business technologies. In this session James will share:

  • Stages in transitioning to a smart company through UBS’s approach
  • Implications of this transition on the workforce
  • How to sell the vision and implement change while reducing disruption to the workforce
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James Aylen

Head of UBS Evolve - The Centre for Design Thinking and Innovation
UBS Singapore

Across large organisations with staff of differing backgrounds, demography and digital literacy there is a challenge in creating a commonly understood vernacular to ‘sell’ the vision to staff. This is necessary to enable staff to continue the conversation and to integrate digital into the culture. In this session panellists will discuss theory and practical application of a digital transformation language:

  • How do you tie the vision and the transformation to underlying organisational values and goals?
  • How do you measure baseline digital literacy?
  • How do you evolve the language and conversation over time?
  • How do create a language which caters to individuals from all business units?

Panelists: 
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Kristeen McCarthy

Head of Digital Experience Design, Customer Strategy & Digital Customer Marketplace
Suncorp

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Nick Eshkenazi

Chief Digital Technology Officer
WooliesX

10:30 am - 11:00 am Speed Networking

11:00 am - 11:30 am Morning Tea

STREAMS UNTIL AFTERNOON TEA

Stream A: Technology Innovation

11:30 am - 12:10 pm How Melbourne Water Has Embedded Emerging Technology To Improve Efficiency And Safety
Michael Gomez - Manager Asset Knowledge & Systems, Melbourne Water
Melbourne Water are currently on a 3 pronged innovation journey; implementing operational technology such as drones and submersibles to improve safety and quality of field work, utilizing improved insights from data and IoT and enhancing mobility of field staff. To date, their innovative approach has enabled them to enhance operational efficiency, prevent people from having to perform dangerous tasks and reduce energy inputs. In this session:

  • Building a new team for technology and data insights, and how incorporating this with vendors, contractors and consultants allows the organization to scale staff as needed  
  • How emerging technology has evolved from experimental ventures to a core part of the business 
  • How drones, submersibles, IoT, data analytics and plant automation is making a huge impact on many aspects of the business
  • Tackling the biggest challenge: cultural change and evolving roles of staff as technology and data are challenging business processes and decisions
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Michael Gomez

Manager Asset Knowledge & Systems
Melbourne Water

Stream A: Technology Innovation

12:10 pm - 12:50 pm Using DigitalOps through Robotics Process Automation to Improve Business Processes & Customer Experience
Izak Van Niekerk - Manager, Business Transformation Architecture & RPA Centre of Excellence Lead, University of Auckland
For digital business platforms to scale and support an evolving organisation like the University of Auckland, processes needs to be reconfigured quickly and easily. DigitalOps provides business & technology leaders with tools and methods to simplify, measure and manage processes across the enterprise using tools like Robotics Process Automation.
In this session:

  • Setting up for success – creating the Robotics Process Automation platform
  • DigitalOps  - combing three process domains to realise value
  • Customer focus & collaborative design in the digital world
  • Change management – the heart of the BOT
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Izak Van Niekerk

Manager, Business Transformation Architecture & RPA Centre of Excellence Lead
University of Auckland

Stream A: Technology Innovation

12:50 pm - 1:30 pm How Medibank Are Leveraging Data And Digital Tools To Help Employees And Members With Their Health And Wellbeing Journeys
Olly Bridge - Head of Digital Health & Wellbeing, Medibank
With over 40 years of experience, and being the largest provider of health insurance in Australia, Medibank is uniquely positioned to assist members to make smarter health choices. This, coupled with new wearable technology, is allowing Medibank to transform their customer relationships well beyond the traditional health insurer relationship. In this session:

  • How data is being used by Medibank to fulfil its purpose of  “Better Health for Better Lives” 
  • How technology is changing the relationship with customers
  • What the future state might look like in this disruption ready space
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Olly Bridge

Head of Digital Health & Wellbeing
Medibank

Stream B: New Ways of Thinking and Working

11:30 am - 12:10 pm Why Emotional Intelligence will be the Commodity of the Future and How to Feed it into the Organisation
Craig Davis - Co-founder, Sendle
Sendle was established in 2014. Through utilizing a technology enabled business model Sendle has been able to continuously disrupt the courier market. The journey has shown founder Craig that Innovation breaks when growth occurs, hence re-innovating is constantly required. Given the anxiety inducing nature of change and disruption what Craig has found is that the capacity for individuals and the organization to embrace disruption is directly proportional to the Emotional Intelligence within the organisation. In this session:

  • Succeeding by creating a service which lasts; the components will be upgraded through time but the culture and values need to remain constant 
  • Why structures within organisations which feed ego are harmful
  • How Sendle approaches the talent acquisition process to attract quality, emotionally intelligent individuals
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Craig Davis

Co-founder
Sendle

Stream B: New Ways of Thinking and Working

12:10 pm - 12:50 pm Change In Motion – Case Study of Cultural Change in Sales and Marketing
Jethro Grainger-Marsh - Head of APAC Digital, Marketing and Sales, Alsco
Sometimes, when embarking on Digital Transformation or Disruption, we can be like magpies; attracted to the new and shiny thing.  It can be all too easy to “buy the tech” – to go for the new and shiny systems or platforms – and expect the business to follow.  The challenge that many organisations face is to make sure that the change in activity is matched and driven by the change in culture and expectation. Join Jethro as he talks about the change journey in a traditional business, including:

  • Situational Honesty  – the importance of an accurate map of the world, keeping your customer in mind
  • Consistency – the importance of not trying to boiling the ocean, and keeping the lights on; and the truth about carrots and sticks
  • Stages and Influence – the importance of managing up, across, and down; controls and measures; and realistic transformation and growth
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Jethro Grainger-Marsh

Head of APAC Digital, Marketing and Sales
Alsco

Stream B: New Ways of Thinking and Working

12:50 pm - 1:30 pm How Change Management Underpinned Successful Adoption of SharePoint at Goodman
Chris Mullan - Regional Head of Knowledge Management - APAC & US, Goodman
Robyne Evans - Group Head of Knowledge Management, Goodman
In six years Goodman has come from being an organization with the beginnings of a digital strategy to now- recently rolling out SharePoint across 13 countries with a 90% adoption rate. This digitization of records and resources has not only increased efficiency at Goodman, but broken down barriers within the organization. In this session Chris and Robyne will share lessons from the SharePoint adoption journey: 

  • How effective change management empowered offices and regions to take ownership of adoption
  • The importance of good governance and what this looks like
  • How to answer the “what’s in it for me” question on an individual level
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Chris Mullan

Regional Head of Knowledge Management - APAC & US
Goodman

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Robyne Evans

Group Head of Knowledge Management
Goodman

1:30 pm - 2:30 pm Networking Lunch Break

2:30 pm - 3:10 pm Case Study from World Mosquito Program: How Cloud Technology has Contributed to the Reduction of Mosquito Borne Diseases Worldwide

Claes Mansson - Director Digital Technology and Information Management, World Mosquito Progra
The World Mosquito Program (WMP) is a not-for-profit initiative that works to protect the global community from mosquito-borne diseases such as Zika, Dengue, Chikungunya, and Yellow Fever. Pioneered by Australian researchers, the World Mosquito Program uses natural bacteria called Wolbachia to reduce the ability of mosquitoes to transmit these viruses.Following many years of laboratory research and field trials with promising results, the World Mosquito Program hasexpanded to 12 countries worldwide and has widespread support from communities, governments and regulators.

In this session Claes will share:

  • How cloud technologies and agile approaches have enabled rapid program growth and international expansion 
  • Transitioning from massive amounts of data on spreadsheets to a database which enables data mobility
  • Using dashboards to monitor progress in real time 
  • What the future of the program will look like
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Claes Mansson

Director Digital Technology and Information Management
World Mosquito Progra

3:10 pm - 3:50 pm Introducing Immersive Technology to Create an Engaging User Experience at Melbourne Zoo

David Methven - Director of Digital Engagement, Zoos Victoria
Melbourne Zoo is implementing a range of new technology such as AR and VR with the intention of putting information at the fingertips of the customer in an interactive and engaging way. In this session David will cover:

  • How immersive technologies are being used to enhance the experience of a diverse customer group
  • Installing a range of voice and sound activated technologies within the zoo: considerations and challenges
  • How has creating a digital element to the zoo altered the experience: feedback and results
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David Methven

Director of Digital Engagement
Zoos Victoria

3:50 pm - 4:30 pm Unlocking the Power of Data Improve the Customer Experience at Sydney Airport

Peter Thomson - Digital Program Manager, Sydney Airport
Aviation is a growing industry in Australia and airports are now gearing up to handle rapidly expanding customer numbers and looking to digital technologies to solve the associated challenges. Sydney Airport is utilizing technology to maximize the customer experience. In this session Peter will explain the key themes and challenges in creating a digitally enhanced customer experience:

  • Theme 1: Creating relaxed and informed customers who make the best decisions for themselves and the airport through making information available to them on their preferred channels
  • Theme 2: Pulling together data from within the airport and it’s surrounds through big data and IoT which enables operations to make the best decisions 
  • Attacking these big challenges in small installments which will demonstrate their benefit at scale to the organization
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Peter Thomson

Digital Program Manager
Sydney Airport

2:30 pm - 3:10 pm Sustaining Transformative Change Beyond the Start-up Phase – Lessons Learned at DIA NZ

Darryl Carpenter - Manager Integrated Services, Department of Internal Affairs NZ
The Department of Internal Affairs NZ introduced a new way of delivering transformational change through their service innovation work program. Bytaking customer-centric service and system design thinking along with an agile approach to delivering better government services they are improving citizen’s interaction with government. This is part of a larger service-led transformation agenda which places the citizen at the heart of their thinking and approach. In this session Darryl uncovers what has been required in sustaining transformative change after sign off:

  • Balancing start- up mode with sustainable change in a government context
  • Utilizing both success and failures to continue to ‘sell’ the transformation and keep everyone engaged 
  • Maintaining innovative thinking (and practice) while striving to find (and deliver) the next transformational ‘leap’ 
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Darryl Carpenter

Manager Integrated Services
Department of Internal Affairs NZ

3:10 pm - 3:50 pm Increasing Agility and Digital Capabilities to Improve CX at SA Power Networks

David Conroy - Manager - IT Customer Experience, SA Power Networks
SA Power Networks services 850 000 customers across South Australia. Digital disruption has challenged SA Power Networks to re-think the way they work and they’ve embarked on a journey to enhance CX by leveraging technology and becoming a more agile organisation. The organisation was also challenged by a stagnant, older workforce and siloed IT function which were failing to deliver innovation through a lack of collaboration.

In this session Chris will share:

  • Helping staff feel comfortable with automation and change
  • How to break down siloes between IT teams: improving collaboration and finding better solutions
  • Development of cross- functional onsite IT teams to improve service delivery 
  • Implementing agile: learning to fail fast and feel comfortable and developing an organisational language which reinforces this 
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David Conroy

Manager - IT Customer Experience
SA Power Networks

3:50 pm - 4:30 pm Putting The Customer First: How To Blueprint And Scale A Transformation Program That Delivers

Michael Vullings - Head of Customer Experience Transformation, News Corp
A well-co-ordinated and centrally-led transformation program can play a key role in driving rapid and substantial improvements throughout the organisation, to enable the company to get closer to its customers, and take full advantage of market opportunities. 

News Corp is currently undergoing a transformation to deliver a market-leading client experience to its print and digital advertising customers. Utilising capabilities in customer advocacy, remediation and journey design, News is enhancing its client experience while increasing the efficiency and effectiveness of its operations.

In this session Michael will discuss:

  • The development of News Corp’s customer-led transformation program 
  • How to gain early traction within the organisation 
  • Practical examples for getting started in your own organisation and how to build a strong foundation for a program that achieves scale and impact
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Michael Vullings

Head of Customer Experience Transformation
News Corp

4:30 pm - 5:00 pm Afternoon Tea

5:00 pm - 5:40 pm How Bankwest is Disrupting Itself to Deliver Amazing Customer Service

Andrew Chanmugam - Executive general Manager- Customer Experience, Bankwest
Banking and Financial Services are facing into the headwinds of disruptive change including technology advancements of the fourth industrial revolution, economic uncertainty, rapidly changing customer expectations and a Royal Commission. Bankwest has seized this opportunity to disrupt itself by embracing new ways of working underpinned by an agile operating model to deliver amazing customer experiences that improve the speed and convenience of their banking experience. In this session Andrew will share:

  • What agile looks like at Bankwest and how a customer insight led, data driven approach has underpinned new customer offerings
  • How Bankwest has been able to deliver global and market firsts in banking innovation including the creation of the worlds 1st in-app messaging service for banks and Australia's wearable payment ring
  • How the technology innovation and a new digital brand campaign come together to disrupt Bankwest
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Andrew Chanmugam

Executive general Manager- Customer Experience
Bankwest

5:40 pm - 6:40 pm Interactive Discussion Group: ‘Going the Distance’ with Digital Innovation- Best Practise Planning for Future Innovation

Creating an innovative business requires alignment of organisation, people and infrastructure. In this interactive discussion activity you’ll have the opportunity to discuss in depth best practise for preparing each of these elements for a future of maximum innovation. Discuss one of the following topics for 30 minutes, before rotating to a second.

  • How do you plan for and implement the infrastructure for the future, today?
  • How do you build cross-functional staff; capable of integrating soft skills with digital capabilities to drive innovation and efficiency within the organisation?
  • What are the best strategies for breaking down silos and bringing the IT function closer to all business areas?
  • How do you address a lack of digital literacy within the workforce without disenfranchising staff?

6:40 pm - 6:50 pm Conference Closing – Remarks from the Conference Chairperson

5:50 pm - 5:50 pm Networking Drinks