Embracing the age of AI: Into the future of CX

Living in an age of artificial intelligence is a reality few thought would come to full fruition. The technology has changed the way the world learns, cementing itself as a key differentiator in the future of business. Consumers are stepping forward with confidence, leaning into its everyday applications with a keen interest for augmented experiences. And businesses are taking note.

The economic potential of AI is abounding; yet, hesitancy often overclouds investment decision making. Findings from the Responsible AI Index show that only 30% of Australian organizations have an AI strategy across the business. What’s more, on average, 1 in 10 businesses believe they have a mature approach to deploying responsible and ethical AI. Given the volatility of our current climate, the actions behind these figures hold validity. Nevertheless, moving into the future of CX means evolving alongside the future of technology, and those who do not keep up will feel it heavily in the longer term.

The second iteration of the Digital Leaders Forum, hosted by Thoughtworks and Connect Media, gathered digital leaders from across the country to deep dive into The Future of Customer Experience in the Age of AI. It was an evening of great discussion, breaking down the challenges shared between leaders as they grapple with this technology and its consumer potential. 

This report captures the themes and insights that fuelled the event.

Defined by digital maturity: Roadmapping towards meaningful marketing

Data holds claim as the most persistent challenge across marketing agendas. It lives in excess and constantly grows, requiring regular orchestration and vigilance over how it is governed, organised, and understood. The days of third-party data reliance are dwindling, and technology continues to advance, challenging leaders to rethink their approach to their existing data frameworks to maximise first-party data usage. For many, this undertaking has already begun, positioning first-movers as leaders across the digital marketplace.

XPON, in partnership with Connect Media, gathered the marketing minds shaping the Australian business landscape to explore this undertaking. It was an evening of great discussion and insight, breaking down the challenges shared between leaders as they navigate their data challenges and digital journeys. 

Navigating modern challenges to healthcare delivery: QLD, VIC, NSW

The healthcare industry has reached a critical inflection point. The pandemic exposed the vulnerabilities puncturing hospitals and practices around the country, making it clear that our current systems are no longer fit for purpose. Leaders also are experiencing an upward battle with retaining a burnt-out workforce, all the while still navigating increasing skills shortages and hesitancy from new generations to take up the mantle of responsibility.  

Change- culturally, socially and operationally- across the entire sector, is vital. 

Despite this overwhelming appetite for change, reform is costly. The volatility of our current economic climate has amplified this reality, challenging healthcare professionals to push the creative boundaries of strategy to bring about new and innovative systems of difference. This process is long and incremental, requiring immense forward planning, analysing short-, medium- and longer-term implications. Leaders are challenged to consider what are the core, fundamental characteristics needed to redesign future services, keeping in-mind the influence of external pressures.  

Across three states, over three different events, Philips and Deloitte, in partnership with Connect Media, brought leading healthcare professionals together to confront this current state of industry. National and Local Chief Officers, Directors and Managers, all with diverse health backgrounds, gathered at closed roundtables in Queensland, Victoria and New South Wales. These roundtables were forums for candid discussion, drawing together different points of view from across the sector, delving into the core challenges shaping modern healthcare delivery: future reform and workforce shortages. The purpose, to collectively strategize practical solutions to build a more resilient healthcare system with those leading the charge.  

These conversations were recorded, transcribed and summarised into this Whitepaper. Within its pages you will find a reflection of the discussions, insights, questions, and ultimately solutions, that fuelled each event as healthcare leaders confronted the presented theme. Attendees were granted anonymity in return for their honesty and candour. Here is an insight into what they had to say. 

Navigating the business of creativity: Consumers, content, communication

Creativity: it can solve almost any problem and is often the most important contributor to a brand’s success. It is an empowerment mechanism, possessing the ability to push people towards an innate capacity for innovation. Businesses know the immense value of creativity within the workplace. Yet, as ongoing economic challenges continue to tighten budgets and strengthen external pressures, enabling creativity has become a back-burner priority. Marketing leaders are charged with strategizing the business case for integrated and intentional creativity, aligning seemingly contradictory imperatives and bringing new customers into the fold.

On Wednesday 7th September, Monday.com in partnership with Connect Media, hosted an executive gathering of marketing leaders from a diverse cross-section of industries. This Roundtable provided a platform for candid discussion, where attendees confronted the challenges and opportunities underlining creative management within business.  

The new CFO agenda: Strategic leadership through economic headwinds

The profound volatility of the current economic climate has impacted almost every aspect of our operating environment. Cost pressures are rising, labour markets tightening and sustainability commitments carry more of an intensified weight. What’s more, the global players of growth and demand have shifted, and continue to do so, amplifying the already complex nature of post-pandemic supply. Though businesses are better prepared to face these headwinds, leaders of industry will be defined by their ability to strategically position themselves for advantage; a task that has fallen into the remit of CFOs.  

Fortunately, finance leaders are inherently aware that through crisis emerges potential for opportunity. KPMG Partner and Senior Economist, Sarah Hunter, expressed it plainly: “Now is the time to take advantage.” 

On the 13th October 2022, Oracle and KPMG, in partnership with Connect Media, hosted an executive gathering of senior finance leaders from across all sectors of the national economy to discuss this uptake of an advantage-driven mentality. Their conversation interrogated the expanding mantle of CFOs in the face of a tumultuous economy as they continue to step up as strategic partners and digital enablers.