ESG is no longer a side project but is fast becoming a core pillar of business transformation. But with political pushback, employee fear, and pressure to prove ROI, driving ESG at scale is not easy. While some companies are building out action plans, others are still figuring out what ESG means in practice, and crucially who takes ownership. This session will look at how transformation leaders can make ESG a measurable, strategic initiative. Join the panel to answer the following questions:

-            How do we shift ESG from a siloed initiative to an ESG ecosystem that is embedded throughout the transformation landscape?

-            What does it take to institutionalise ESG with those resistant to change?

-            Can sustainability align with cost-efficiency and how do we prove the ROI?

-            How can we use ESG as a transformation priority beyond compliance and reporting?

It is no secret that transformation is driven by leadership, not just process, and/or technology. But with leadership skills, there is no one-size-fits-all solution to how to lead your team and transformation initiatives. In this session, we’ll delve into the experiences of transformation executives from leading enterprises to understand how they set clear goals and create a unified vision for transformation. Effective leadership requires a strong vision, especially when balancing external pressures and internal expectations. It is not just about speaking but being heard. It is not about being heard, it is being understood, it is not about being understood, but the execution of your vision. Join this session to understand:

-            How leaders can empower teams and stakeholders to drive transformation at all levels, that align with business goals

-            What could the ripple effect be of negative leadership, and how can we catch this happening?

-            How do we ensure our leadership and culture can be translated across different regional stakeholders?

-            What are some innovative ways of going beyond just leadership communication from the top?

-            What should each team be doing for the end product

-            How can we integrate value mapping into this model

-            How can we lead effective workshops internally to support this

-            What have been the results and benefits of service mapping

-            How can we scale service mapping to other business units

Transformation can often work in favour of the customer to drive growth, but in recent years the needs of the customer have been increasingly considered as driving transformation initiatives. The need for personalised experiences has been a no-brainer for B2C companies, but now the B2B experience is doing the same, not only in the face-to-face world but digitally too.

Join this session to hear:

How we define hyper-personalisation, and the impact this has on transformation priorities in 2025

What role transformation plays in enabling a digital platform to enable customer personalisation

How to measure impact of customer-driven personalisation with the correct data metrics

How to bring your leadership with you when the customer journey doesn’t match the usual KPI-driven business case

For transformation leaders, the challenge isn’t just about improving customer experience but ensuring that this is aligned with driving business efficiency. Process mining empowers leaders to go beyond usual metrics, to discover inefficiencies and hurdles that are otherwise hard to identify. In this session, we will look at how process mining can help to analyse business processes and align internal workflows with customer needs without sacrificing operational efficiency.

-            How can process mining be a tool in supporting a customer-first mindset, as well as the typical process optimisation tool?

-            How can we ensure the use is enterprise-wide across all departments to maximum benefit?

• What use cases have been successful, but also have not gained as much benefit as expected?

Customer-led transformation isn’t just about adapting to change, it’s about reshaping the way we lead. As transformation leaders, we must create a culture that integrates customer-first thinking into everything we do, while balancing the focus on internal efficiency. This session will explore how we can drive that cultural shift, using data to identify areas of opportunity, and how to ensure our culture is adaptable enough to support both customer-driven and internal efficiency-focused transformation efforts. This session will cover:

-            Shaping a transformation culture that embraces customer-first thinking across all levels of the business

-            Practical strategies for using data and customer feedback to guide innovation and transformation

-            Navigating the balance between customer-led transformation and internal efficiency goals and how to ensure your culture supports both, or when to focus on one over the other

• Creating a culture of agility and customer-centricity that thrives even in uncertain markets