Empowering Connections and Enhancing Experiences with AI
11-12 March 2025 | SGT
l Free CX Network Webinar Series
Liam Woods
General Manager, Digital Enterprise HCF AustraliaWith over 15 years of experience as a product-led digital leader across a variety of industries, I am committed to driving business transformation and delivering exceptional customer experiences. My expertise lies in crafting and executing market-leading strategies that not only align with business goals but also foster innovation and efficiency. I am a compassionate, people-focused servant leader with the skills to inspire, motivate and lead diverse teams. Throughout my career, I have successfully led transformational programs that have significantly enhanced customer engagement, streamlined digital adoption and improved operations. By being relentlessly curious about the problem we are trying to solve, I have been able to successfully personalise experiences and surprise and delight customers while driving sustainable growth. I thrive in dynamic environments, leveraging a collaborative and data-driven approach to ensure that digital initiatives deliver measurable results. Above all else, I know that relationships are the key to success and pride myself on my ability to forge strong partnerships with those around me.
Day Two - 12 March 2025
10:30 AM How to learn from digital transformation – what not to do!
Liam Woods, Head of Product and Strategy at HCF, will share hard-earned lessons from the front lines of digital transformation. Focusing on common pitfalls and how to avoid them, Liam will provide insights into creating a truly member-centric organisation, ensuring digital assets serve as a future-ready ecosystem, and designing an operational expenditure (OPEX) model that prioritises customer needs. This talk will empower organisations to navigate the complexities of transformation with clarity and purpose.
Key talking points:
- Emphasise the importance of aligning digital transformation initiatives with a clear, member-centric strategy
- Discuss how over-investment in tools without understanding customer needs can derail transformation efforts
- Creating a cohesive digital ecosystem - highlight the risks of siloed digital assets and the importance of building an integrated ecosystem
- Discuss how focusing solely on short-term cost savings can compromise the customer experience
- Provide examples of how to balance operational efficiency with delivering exceptional member value
Through these lessons, Liam Woods will equip attendees with practical strategies to turn digital transformation challenges into opportunities for long-term success.
In Partnership With :
©2025 IQPC. All rights reserved.
