Bringing value to our organisations, while at the same time enhancing our consumers experience: that’s the double challenge a digital transformation has to address. Over the last 24 months, Compass Group France reimagined its catering services to make digital the best ally to our food services. Discover this journey.

Innovation is crucial but complex, and people are the most underestimated pillar for successful tech, business, and digital innovation. Technology has never offered greater potential to drive positive change; consumers aren’t just accustomed to digital experiences these days, they’re digitally savvy, whilst also wanting to align themselves with brands who match their ideals and beliefs. That leaves it up to us to meet them where they are, every step of the way.
Join this panel discussion to explore how modern innovation efforts and emerging technologies can remove friction for both customers and employees. What steps can we take to focus on the right aspects of innovating, rather than spreading ourselves too thin? How does your organisation take the customer point of view into account when designing products and services? And the key question - how can we drive innovation by putting people at the heart of our digital transformation?

In today's world, you need to know what your customer wants even before they do. Customers are increasingly becoming the rule makers. The way in which organisations and customers interact has fundamentally changed; meeting the customer where they are to create a seamless experience is front and centre. According to a report from TEKsystems, 72% of organisations 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. So how do we make the most of it? Understanding the key data points, technology infrastructure and operations with a view on the ‘total experience’, are crucial to delivering great CX in 2022 and remaining agile in a quickly transforming world.

This roundtable will explore questions including: 
• Where does IT feel pressure to deliver a frictionless experience and in what ways is ‘Total Experience’ going to become a key part of business strategy?
• How does your organisation take the customer point of view into account when designing products and services?
• What technologies can enhance your CX?
• Does your customer journey mapping reflect a digital first environment?
• How do we manage data privacy and security whilst delivering personalized experiences?
• How can emerging technologies remove friction for both customers and employees?
• What is the role of technology integration and data consistency for customer centric systems?
• How can you ensure your contact centre infrastructure is resilient and scalable?

Many organizations are now turning toward business model innovation to complement and encourage product and process innovation. Innovation leaders need to cut through the noise to deliver transformational change that delivers core business objectives, and business model innovation is key to creating this value whilst embedding a culture of innovation.
In a world of ever-increasing hype, it’s easy to get distracted by flashy displays of emerging technologies rather than building a strong technology foundation designed to bring results. As disillusionment risks taking over the discussion on emerging technologies, it’s time to reset the approach, combining the exciting with the mundane to deliver true innovation, open new routes to market, and deliver better outcomes for your customers and your business.

This roundtable will explore questions including:
• What is the most effective way of determining your overarching business strategy? And how do you ensure that innovation efforts align to this?
• How do you decide what to build or create? What are the most critical trends in custom software development?
• How does your organization reward risk-taking and innovation among its employee base?
• How can you use digital transformation to innovate your products and business models?
• How can core technologies, such as cloud, as well as emerging technologies, help to achieve your goals?
• Do you have access to the right data & metrics to identify opportunities for revenue diversification and market growth?
• When taking on your next project, which new measures of success will you implement?

The abundance of data has transformed the way organizations conduct business in today’s digital world. Harnessing information so that you can become data-driven is no simple task. To capitalize on the true potential of data at our fingertips, organizations must fundamentally change how they view and use data. We sit on mounds of customer information, which is often siloed, and whilst many have worked hard to break down these silos, the ever-increasing surge of data in our modern world will create them all over again, unless your environment is prepared to cope with it.
The promise of 5G, growth in connected devices and rapidly evolving methods of using and analysing data, have led to a new age of enlightenment driven by insights gained from connecting consumer, strategic and operational data. This, combined with data storage costs at near zero and data transfer and processing costs declining, means there are near limitless opportunities for organisations to uncover actionable insights.
Democratizing & innovating with data starts at the top and unlocking its power requires elevating it to the status of a strategic asset. Yet there are still many challenges that organisations face here, including unclear rules of engagement among key technology leaders, data fluency, lengthy data curation cycles, and complex and siloed system architectures across organisations.

This roundtable will explore questions including: 
• How do you create frictionless collaboration within your data ecosystem - people, tools and data?
• What cultural and infrastructural changes are required to adopt real-time, open, secure, and scalable data analytics throughout the organisation?
• How do we enable data as a service so that every business decision is data-driven?
• Where is your data currently being stored? What are the challenges with this?
• Where can the use of machine automation help with cutting costs and improving task efficiency? Where is the need for human nuance and what would that machine-employee interaction look like?
• How do you drive the usage and adoption of new technologies, uprooting users and promoting a new way of doing things?
• What is the ideal containment for your data and how will you make that transition? How will you implement this and how soon will you see the results?

Disruptions are the new normal. Logistics in particular is challenged like no other industry to deal with this and to find new ways to still bring added value tomorrow and to keep global supply chains alive. At DB Schenker Innovation is about looking beyond the existing and challenging the status quo to meet the disruptive challenges of tomorrow together with our customers and partners. This requires innovative transportation solutions and new business models in the fields of digitalization and automatization including drone technology, autonomous driving, electromobility and many more. In this context, open innovation and strategic cooperations are crucial for us at DB Schenker to adapt to the rapid changes in the market and create sustainable supply chain solutions.

The objectives of digital business transformation efforts are usually clear: product innovation & differentiation, faster speed to market, greater operating efficiency, etc. The path to achieving these options is far less clear. Organizations typically focus on how technology will enable their people in pursuit of these objectives, with less emphasis on the needs of their People, leading to sub-optimal results. By treating employees like customers and taking the time to fully understand and address their challenges, you increase the probability of success. This approach has never been more important than in our current climate where change is so persistent and pervasive… Join me to explore the principles behind a People Powered approach to digital transformation and some of the lessons we’ve learned from our own journey at Mastercard.

Achieving effective collaboration in an organization can often be challenging. While companies realize the need to invest in the latest technologies, they can only be effective if you have a strong collaboration strategy. No matter where people work or how they work, they expect a frictionless digital experience. In a hybrid climate which is here to stay, it is more important than ever to have tools that improve collaboration between employees. The stakes are even higher since the pandemic has waned and it has given rise to the great resignation, with a huge surge in people exploring new opportunities.
Effective collaboration tools improve overall efficiency, promote flexibility and are a key part of driving digital transformation through digital empathy. So how do we get there?

Join Fausto Artico from GSK for an Innovation Exchange keynote which will delve into all three key themes. We will start discussing how to unlock data power (e.g., the most important data types and the right way to organize them). Next, we will talk and discuss about the innovation business models people can use to monetize their data. Finally, we will generate some doubts on the fact that end customers aren’t often the most important people to consider when we need to use data and/or monetize it through the creation of new products and services.

We all know what a good digital experience actually looks like, from our daily online purchases. But the way the companies translate this experience digitally is not always aligned with the customers’ expectations. As their customers choose to interact more and more with them through websites, mobile apps and chatbots, the impact of interactions across all these touchpoints should be carefully considered, assessing how easy customers find these services to use.
Mike Hughes shares about Schneider Electric’s customer centric approach on building the best end to end digital customer experience, with the ultimate goal of making it easy for the customers to do business with them and becoming their digital partner of choice. Listen to a great digital leader with commercial background, providing great insights on how we should best lead the digital transformation addressing the human needs, even before technologies.