Melbourne Digital Experience Summit 2025

In this session, we’ll explore how data is redefining engagement in sport:

• Turning Fan Interactions into Actionable Insights: Every touchpoint—from ticket sales to live streaming—generates valuable data that helps create seamless, personalised experiences
• AI & Machine Learning: Enhancing Engagement Through Intelligent Analytics: AI-driven insights predict fan behaviors, optimise digital content delivery, and tailor real-time engagement across platforms
• Revolutionising the Live and Virtual Fan Experience: Data and AI power in-stadium experiences, interactive broadcasts, and second-screen engagement to keep fans connected like never before‍
• The Future of Fan Engagement: What’s Next for Digital Sport Experiences?

This session explores how organisations can design, implement, and optimise payment strategies that enhance engagement, reduce barriers, and build trust across channels.

• Aligning payment experiences with evolving customer expectations for convenience and personalisation
• Using data-driven insights to identify and remove points of friction in the payment journey
• Integrating security and compliance measures to foster trust while maintaining seamless user experiences

Experts will delve into the changing digital experience landscape, highlighting how emerging technologies and evolving customer expectations are shaping future business-consumer interactions:

• The role of AI and data in creating hyper-personalised customer experiences at scale
• How omnichannel strategies are becoming essential for seamless, consistent customer journeys across all touchpoints
• The impact of AR/VR in reshaping product interaction and customer engagement in digital experiences
• Growing consumer demand for privacy, security, and ethical data practices in digital interactions

In this innovative session, attendees will be faced with a series of scenarios that they may face in their roles. Attendees will discuss the possible courses of action with their peers to consider the ramifications of each option before logging their own course of action.

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Results will be tallied and analysed by our session facilitator and results will impact the way the group moves through the activity.

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Will we collectively choose the right course of action?

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Discover Concentrix's strategies behind successful integration of digital channels that improved both customer and employee experiences. Learn from the challenges and innovative solutions implemented during our transformation journey. This session will provide you with practical insights and actionable strategies to drive your own digital success.

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This demo-style session will showcase real-world strategies for embedding accessibility into digital experiences, ensuring inclusivity without adding complexity.

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Learn how you can leverage product analytics to solve the key challenges your teams are facing in understanding user behaviour and optimising digital experiences.

We’ll cover:

- How event-based analytics track user behaviour across sessions and devices to provide a complete customer journey view

- How Autocapture eliminates the need for manual tagging, saving time and ensuring no critical interactions are missed

- How to use AI to help teams extract meaningful insights, even with low data maturity

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Panellists will explore best practices for designing seamless, user-friendly experiences that adapt to the unique needs of each channel while maintaining brand consistency

• Strategies for maintaining consistent branding, design, and messaging across web, mobile, and other touchpoints
• Importance of responsive design to ensure optimal user experience across devices and screen sizes
• Leveraging data and analytics to personalise experiences while ensuring consistency across channels
• Overcoming technical challenges in integrating systems and creating a unified customer journey

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Choose 1 topic to join on the day!

1. Measuring the Downstream Impact of Personalisation Efforts 
2. Leveraging Machine Learning and AI with Payment Data to Improve Customer Experience and Business Performance 
3. Navigating the Complex Customer Journey to Derive Actionable Insights
4. Turning Insights into Impact: Empowering teams to understand and act on customer needs
5. Blending AI with Human Touch in Customer Service
6. AI Agents & Human Agents: Unlocking Next Generation CX
7. Is Personalisation still relevant in 2025, and how can brands get it right?

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As the digital world continues to evolve, businesses must embrace innovation to create seamless, personalised, and engaging experiences for their customers. This session will explore how emerging technologies are reshaping the digital experience landscape and how organisations can adapt to meet the growing expectations of today’s connected consumers.

This demo-style session will showcase real-world strategies for integrating gamification into digital experiences to drive user engagement, loyalty, and conversions.

• Exploring effective game mechanics like points, badges, and leaderboards to encourage participation
• Leveraging user data to create dynamic, personalised experiences that keep customers engaged over time
• Demonstrating how to track gamification effectiveness and optimise strategies for long-term customer retention

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In this engaging session, we’ll explore whether AI can truly replace the human touch in customer experiences and how both can complement each other.

• How AI is transforming personalised customer interactions and driving operational efficiency
• Discussing the irreplaceable value of human intuition and empathy in customer service
• Exploring how AI and human expertise can combine to deliver enhanced, frictionless digital experiences.
• Identifying situations where AI outperforms humans, and vice versa, in customer interactions

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