7 & 8 October 2024 | Frankfurt
Agenda
Day 01
Monday, October 7, 2024
- 2:00 PM
- 2:10 PM
- 2:45 PM
With over 11,500 locations, the Post Office is by far the largest retailer in the UK. On top of postal functions, the organisation provides a wide array of critical services including currency transfers and foreign exchange, personal finance products, insurance policies and identity services. The firm’s important socio-economic role requires an extensive and versatile technology estate, and providing the necessary technology to over 50,000 office chiefs and their staff has not been without challenges. In this exclusive fireside chat, attendees have the rare opportunity to hear from the Post Office’s former CDIO, Zdravko Mladenov, who will provide a real-life case study of one of the largest tech modernization and digital transformation efforts in recent memory. Zdravko will discuss the Post Office’s strategy and difficult choices behind it, and share lessons for business and tech leaders at large enterprises facing a technology debt.
- 3:20 PM
In this session ISG’s Iain Fisher will share market data from ISG’s extensive contract database, unveiling key industry trends and providing regional insights. For digital enterprises, understanding the state of operating markets and predicting future trends is invaluable if return on investment is to be maximized. This session will enable attendees to recognise and interpret critical market signals and align business strategies accordingly.
- 3:55 PM
In the ever-evolving landscape of AI, organizations are bombarded with a myriad of acronyms, buzzwords, and lofty promises. In this session, Sajjad will demystify the jargon and bring to life real-world use cases that truly matter. By confronting the ‘Four Horsemen of the AI Apocalypse’ — finance, data, talent, and compliance — we’ll reveal how these pivotal areas shape AI adoption, implementation, and new business models. Get ready to cut through the noise, dodge the hype, and harness the true power of AI — without needing a PhD in jargon!
- 4:05 PM
- 4:30 PM
Explore the pioneering technologies shaping the future of business
- 5:30 PM
- 4:50 PM
Technology is advancing at warp speed, and staying ahead of digital business trends isn't just a strategy — it's a survival tactic. How can you position your firm at the forefront of the next wave of innovation? In this session, Speaker will explore the latest market and tech trends driving transformative change, offering valuable insights into emerging technologies, evolving consumer behaviors and global business shifts. The session will dissect the key drivers behind digital business evolution — from AI to Web3 and more — and provide a comprehensive guide to remaining agile and competitive in today's dynamic marketplace.
- 5:25 PM
Diving headfirst into the tumultuous waters of today's business landscape — where change is the only constant — seems terrifying. Amid relentless technological innovation and unpredictable twists and turns in consumer behavior, organizations must work hard to stay afloat. This panel will help attendees navigate current market trends and understand the profound impacts they are having on businesses and industries. Through carefully selected case studies, expert analysis and actionable insights, the session will help attendees identify their firms’ weak points, develop action plans and boost resilience.
- 5:30 PM
- 6:30 PM
- 8:45 PM
Day 02
Tuesday, October 8, 2024
- 9:00 AM
- 9:10 AM
- 9:45 AM
While questions of AI ethics are not new, recent developments in generative AI have highlighted the importance of issues such as property rights and data transparency. Behind the data points and products are human beings — developers, end users and data owners. In this session, ISG’s Daniel Gerster and Dorotea Baljevik will unpack some of the key considerations for firms working on AI implementation and explore the dilemmas resulting from AI-assisted data capture, analytics and market segmentation. The session will explore a range of approaches to AI ethics and provide recommendations on how your organization can take a proactive stance.
- 11:30 AM
- 10:10 AM
Innovation is the catalyst for disruption, reshaping industries and redefining business models. But tech alone doesn’t mean success — firms must deploy new applications strategically if they are to foster revenue growth. In this session, ISG’s Andreas Fahr will discuss how cost-effective strategies can enhance customer engagement through digital innovation, and explore the importance of agility in navigating disruptive changes.
- 10:50 AM
The latest advances in AI are likely to have profound impacts on the ways we work and communicate. These changes represent both huge opportunities and threats for businesses. In this session, a panel of experts will discuss the evolution of AI and machine learning technologies and how new AI-centric business models could upend industries worldwide. The panelists will tackle topics including using automation to drive productivity gains and cost savings; AI-led approaches to leveraging data with a focus on improving customer satisfaction and employee engagement; and the staying power of now-familiar AI applications like chatbots and virtual assistants.
- 11:00 AM
- 11:30 AM
Explore the pioneering technologies shaping the future of business.
- 2:55 PM
- 11:50 AM
For an organization to stay competitive, the ability to streamline processes and optimize technology infrastructure is essential. By embracing simplicity, organizations can become more agile, reduce costs and improve the overall quality of their products and services. In the following session, Speaker will share practical approaches firms can take to simplify business processes, optimize technology stacks and eliminate unnecessary complexities. In highly complex operating environments, simplicity can be the key to true operational efficiency.
- 12:15 PM
Organizations are leaning into digital transformation investments. But generating, scaling and sustaining maximal business value over time takes more than simple capital. Aside from a strong business case and proof of value, organizations must take steps to enable the people, processes, and governance which generate long-term value. In this session, an expert panel will explore the opportunities for value-based project investments; value management, from pilot programs to full-scale initiatives; and discuss the strategies successful organizations are executing to achieve their desired outcomes.
- 12:40 PM
Supply chain resilience has become ever more important in recent years as risks are growing in number and impact, whilst vendor ecosystems are becoming increasingly complex. Uncovering risks as early as possible, and developing a risk management framework to actively monitor, evaluate, mitigate and respond to threats has become a critical discipline that requires a clear collaboration model integrating relevant enterprise stakeholders and suppliers. Technology is a key enabler of providing risk visibility and enables effective and efficient risk management collaboration.
- 1:45 PM
Modern workplaces depend on effective collaboration among all employees — from creative staff to support technicians. Augmented reality and mixed reality applications remove logistical delays, allowing technicians to provide lightning-fast support across your business, wherever it’s needed.
- 2:10 PM
- 2:30 PM
Entrepreneurs go head-to-head in this session, pitching their solution to a panel of industry judges and our audience.After weighing up both pitches, attendees will be given the chance to vote on their preferred solution.
- 2:40 PM
- 2:55 PM
These sessions provide hands-on demonstrations of innovative and cutting-edge technologies that are helping to shape the future of business.
- 4:20 PM
- 3:15 PM
Positive experiences for employees are the foundation of exceptional experiences for customers. An Experience Management Office (XMO) enables organizations to create that foundation and engender a culture of service excellence that benefits both employees and customers. In this session, ISG’s Kevin Turner will explore the key elements of a successful XMO, including cross-functional teams, feedback mechanisms, data analytics, communication and governance. Attendees will gain practical insights into building an XMO that drives employee engagement, customer loyalty and business performance.
- 3:40 PM
Even though the Onboarding experience lays the foundation for the rest of the employee life cycle, only 12% of employees consider their onboarding experience exceptional. Moreover, companies are losing talent before they've even started.
Avoid replacement costs by designing an onboarding experience that lasts. We will highlight how and where AI can contribute and introduce “Experience Design Statements” as a good practice approach to bridge the gap between needs, expectations, and experiences.
Key Takeaways:
- Understand why delivering a great experience starts by looking at the last impression.
- Uncover the transformative role of AI in enhancing the onboarding process.
- Utilize Experience Design Statements as a means to design people-centric experiences.
- 4:15 PM
As modern organizations think about the customer experience they want to deliver, a vast array of elements must be considered. Customer channels are becoming more digital, and customers themselves are becoming more interested in how their services are delivered, paying increasing attention to ethical and environmental factors. As brands focus on maintaining and boosting customer loyalty — and the increased revenues loyalty can bring — organizations need to be conscious of the end-to-end value chain that their customers experience. In this session, a specialist group of panelists will explore the ways organisations can ensure they have robust oversight of customer journeys, and how digital technologies can be leveraged throughout the customer experience.
- 4:20 PM
- 5:20 PM