Many executive teams feel they are drafting flexible work policies and return to office plans in a vacuum, relying on anecdotes from their peers to help guide decision making. Drawing on the insights from proprietary research as well as conversations with thousands of executives, Future Forum grounds the discussion in data and helps executives understand how to build competitive advantage by enabling high performing, flexible teams.
In this session, we’ll look at drivers of retention and indicators of the employee experience across different groups, paying particular attention to the risks associated with proximity bias, the executive-employee disconnect when it comes to planning, and how to build trust through transparency

A.Team founder and CEO Raphael Ouzan will reveal the new approach that innovation leaders at enterprise companies are using to attract top talent and build transformative new products at the speed of a startup.

We often think of company culture as a hurdle but it’s also an opportunity. We will discuss both sides of the intersection of culture and digital transformation for employees and leaders. How employee expectations are changing, and how leadership narratives and practices can and need to evolve.

•How different are employee expectations and business challenges in 2023 relative to where we were at the end of 2019? How is the digital transformation agenda different as well?
•What are the critical components of culture that can and need to be addressed to proactively prepare and respond to accelerating digital requirements?
•What needs to change? What needs to stay the same?
•If you could move the needle on 1 or 2 culture drivers in 2023 and 2024, where would you focus?

Customer experience, or CX, can be an elusive term that means different things to different people. While most organizations think they are doing it great, their customers might not agree. Research shows that organizations that who excel at CX will, delight their customers, forge an emotional connection with them and transform them into loyal fans and advocates. If you can offer customers a delightful customer experience, you can leave your competitors behind and reap the financial rewards.
According to a report from TEKsystems, 72% of organizations are focused on improving customer experience through their digital transformation efforts, and technologies such as cloud computing, IoT and AI are enabling the innovation that will deliver value to the customer.

During this roundtable we will discuss:
•Does your customer journey mapping show a digital first environment?
•How can emerging technologies remove friction for both customers and employees?
•Is having self-service channels like having AI, RPA and chat bots improve agent effectiveness and create a great customer experience.
•How can you automate and scale consumer interactions with conversation intelligence?

Machine learning (ML) and artificial intelligence (AI) have infiltrated every field and industry. Both are crucial in transforming data into assets as part of the digital transformation process. However, to effectively harness them for business and process reforms, businesses must have a deeper understanding of their place in the process. Even though AI and Machine Learning serve different purposes, they are both critical in a wide range of industries and applications.
In a reality in which 90% of all data produced in history has been generated in the past two years, it is necessary to make sense of them. As the famous saying goes, "data is the new oil."
At this stage, seeing how Machine Learning/AI is being applied in the real world to effect digital changes becomes enlightening.

During this roundtable we will discuss:
•To support the transition to an AI-enabled, human-centered positive world, there is a need for well-designed policies, regulation, and governance. Encouraging innovation and investment in AI technologies while also protecting the public.
•How can we secure, safe, and reliable approaches, and operate in a way we can all understand investigate if AI fails?
•Businesses need to understand how to translate ethical principles into organizational practices and be able to do so cost-effectively. Therefore, how do we do this without there being a lack of maturity and capability that leads to uncertainty and cost?
•How can companies have the ability and capacity to build apprenticeship schemes into their talent strategy?

Direct, secure, and authorized access to financial data using APIs is enabling consumers and businesses to better manage their financial lives, ensure account portability, and reduce friction in day-day activities requiring services and data from their financial institutions.This transformation has impacts on all stakeholders and is leading to a customer-focused and developer focused change in banking for the better.

As enterprises are looking to innovate at speed, they’re also facing stringent regulations on data protection, increasing threats and the continual need for compliance. Can they move at the speed of cloud? Or are they slowed down by security considerations? Isn’t it possible to have both speed and security? This is not abstract or theoretical - and it can be done. To achieve both, you need to take a prescriptive approach that enables enterprise security and compliance teams to partner with application teams.
Join this session to hear steps and strategies to speed innovation and development while maintaining data protection.

Technology is evolving the lives of people, and drastically changing the way businesses operate. This means every industry is focusing on adopting new technologies in their businesses, even the customer service industry as it has turned into a new stepping stone for businesses.
Whilst customers have access to the product information, businesses have access to customer data and ways they can reach their customers. Therefore, it has become clear for businesses to offer a smooth customer service experience in all aspects.

Our customers have changed. 2020 saw the acceleration of changed needs, expectations, and behaviors, defining a reimagined relationship between companies and their customers. Optimized omnichannel experiences have become critical features in the journey to regain trust and retain loyalty in a post-pandemic era.
Leaders globally know that a more unified approach to a progressive ecosystem that can scale and deliver new revenue potential is imperative, fostering partnerships and delivering positive experiences has never been more pertinent. Not only that, but customer relationships must be deepened through targeted cross-channel marketing.

•How are the expectations of your clients changing?
•How are you evolving your mobile and digital practices through the impact of changing customer needs and expectations?
•How are you realizing benefits in both the bottom line and client experience, improving upsell and cross-sell rates?

How has the pandemic impacted the way that you interact with your customers? As you think about the restaurant industry, the change was dramatic. Restaurants that were sit-down dine in services were forced to close their lobbies in essence crippling their business. Immediate changes were needed to implement the ability to sell food to their customers. Delivery, curb side pickup and drive throughs became the service channel... but that created a new challenge... how to create seamless non-personal contact-based ordering systems such as websites, applications, and kiosks... As customers adopt those ordering channels, there is more customer data than ever... how do you convert that data to information to both optimize the customer experience and drive customer loyalty and share of wallet? Now that these are all the new norm, will customers revert to the former "normal" or will they continue to evolve to a new normal?

As the industry evolves the supplier landscape is evolving as well. It is more important now than ever before in this era of Digital Metamorphosis to collaborate with suppliers to drive short term and long-term success.

In the rapidly evolving technology landscape, innovation opportunities abound. Yet many companies who want to innovate struggle to get started. What frameworks should be used to formulate an innovation strategy for your organization? How should innovation be approached during an economic downturn? What are some best practices for innovation? In this keynote presentation, Dr. Bolles will discuss several potential innovation frameworks and how to assess which framework will be best for your organization. She’ll also discuss both the challenges and opportunities of innovating during an economic downturn, and she’ll share some best practices and practical advice for driving innovation and transformation in your organization.