•  Should investment prioritise containment or conversion?
•  How far can AI scale before governance risk outweighs productivity gain?
•  Is loyalty investment outperforming acquisition in margin terms?
•  Where does personalisation deliver true incrementality versus noise?
•  How should leaders sequence cost reduction and growth initiatives under margin pressure?
•  What are the 2–3 non-negotiable bets for the next 12 months?

A focused case study on CareSuper's experience progressing AI initiatives from early pilots through to production, with a clear emphasis on governance, risk and real-world adoption.

The session will explore how AI has been introduced across the organisation, and where programmes have faced friction - particularly in moving from proof of concept to scalable, embedded capability. It will examine the role of governance frameworks, risk controls and operating model decisions in either enabling or slowing progress.

It will share practical learnings from this journey including design choices, governance guardrails and adoption challenges as well as how human factors such as trust, behaviour and resistance have shaped outcomes.