Wednesday 14 October 2026

Driving Digital Adoption by Designing Around Customer Needs

Digital adoption isn't about pushing customers online, it's about creating experiences they choose to use. This session explores how understanding customer demand, simplifying journeys, and investing in the right digital capabilities can increase self-service adoption, reduce avoidable contact, and improve both customer and operational outcomes. Drawing on practical examples, it will share lessons learned from scaling digital channels while keeping the customer at the centre of every decision.