ThoughtWorks Live Series - Executive Breakfast Events
ThoughtWorks Live Series - Executive Breakfast Events

The event series for business leaders and technology innovators

Registrations for third event opening soon

MELBOURNE, Tuesday 13 February

SYDNEY, Thursday 15 February

About the ThoughtWorks Live Series

Technological innovation continues to grow at an exponential rate with disruptors changing the face of many industries for good, forcing organisations to change the way they view the world, the way they use technology to tackle their biggest problems.

With technology augmenting the world around us and where the unimaginable is created in weeks, how can business leaders know what to do, how to start and where to go? How can leaders leverage their current digital foundation to seize the growth opportunities that exist in the realm of possibility?

ThoughtWorks Live is a three-part series that will explore how thriving businesses are taking advantage of this new world by adopting real time strategic planning and enhancing their market agility, focusing on their customers and developing technological excellence at the core.

Events in this series


Event highlights available shortly

MELBOURNE, Tuesday 13 February

SYDNEY, Thursday 15 February

Differentiating Customer Experiences

SYDNEY, Tuesday 31 October

MELBOURNE, Thursday 2 November

Join us for the second event in this exclusive executive breakfast series: Differentiating Customer Experiences. Maintaining a laser like focus on meeting customer needs helps set businesses apart from their competitors. However, understanding these needs is not easy and the impact of evolving customer preferences is happening right before our eyes. Once-popular brands are closing their doors, while those investing in new digital platforms to deliver powerful customer experiences, are growing.

In such a state of flux, what is the best strategy to navigate these changes and potential opportunities? Do you look to unique new markets for growth? Or should you spend more time on research and experimentation - and will that be enough?  Industry experts will share how they are working to understand customer preferences in the field, as well as the importance of customer and product research, experience design and rapid experimentation to validate new opportunities. They will discuss how a responsive organisation and technology platform allows organisations take advantage of this new information at speed.


7:30AMRegistration and coffee
8:00AMWelcome & Introduction Dan McMahon, ThoughtWorks
8:10AMThe Product mindsetJonny Schneider, Principal Consultant, Product Strategy & Design, ThoughtWorks
8:30AMEngaging Chinese consumers with digital platformsPete Mitchley-Hughes, Executive General Manager Business Transformation, Myer and Chen Si, Head of China Access Program, ThoughtWorks
9:00AMDeep customer research...the heart of innovationRichard Young, Business Owner, Customer Transformation Program, Bankwest and Diana Adorno, Principal Consultant, Product Design & Research, ThoughtWorks
9:30AMPanel DiscussionRichard Young, Bankwest, Pete Mitchley-Hughes, Myer, Diana Adorno, Jonny Schneider, Chen Si, ThoughtWorks


Jonny Schneider

Principal Consultant

Product Strategy & Design


The Product mindset

How do you achieve customer value in the digital age? More than just experiments and customer centricity, adaptive strategies are required, where decisions are based on learning through doing. 

For organisations that are winning at customer experience, purpose starts with customers, prioritisation is value-based and decisions are based on learning. Default thinking is no longer enough to stay ahead of the market. To truly differentiate your customer’s experience, you need to embrace uncertainty, responding to new information with emergent design, and create evolutionary architectures to support these changes.

Jonny creates digital products and services that balance business outcomes with customer needs. He’s a practitioner, leader, speaker and author on product strategy, design, customer research and software delivery. Recently authoring Understanding Design Thinking, Lean and Agile (O’Reilly, 2017), Jonny spends most of his time consulting on digital product development and innovation management, and coaching product design and delivery teams to do their best work.

Pete Mitchley-Hughes

Executive General Manager,

Business Transformation


Chen Si

Head of Access China Program


Engaging Chinese consumers with digital platforms

Over 1.4 million Chinese tourists visited Australia last year, spending on average $8000 a visit. Myer saw this as an opportunity to engage a new market segment and earlier this year, launched a program aiming to attract this new customer group and build meaningful connections.

ThoughtWorks helped Myer to uncover and validate the Chinese consumer market by researching, building and delivering a digital engagement platform. Myer is now growing the channel, on a journey to become 'the' shopping destination for Chinese consumers.

Peter is responsible for delivering all aspects of the New Myer Transformation. He has over 20 years experience in blue-chip CPG and Retail companies and has a proven track record in digitally-led business transformation, operational efficiency, organisational change and large scale programme delivery. Prior to joining Myer he was responsible for developing the M& business in the UK and in Australia.

Chen Si is a designer and strategist, dedicated to understanding and communicating the uniqueness of Chinese consumers and digital innovation in China. She helps leading consumer, retail, and travel brands across Australia, Asia, the UK, and Europe to explore opportunities in emerging markets, executing end-to-end from strategy to delivery.

Richard Young

Business Owner

Customer Transformation Program


Diana Adorno

Principal Consultant

Product Design & Research


Deep customer research..the heart of innovation

Bankwest identified a need to improve their customers' home loan application experience and by listening closely to what they really wanted, were able to respond to this need quickly and with confidence that they were building the right product to delight customers.

In this talk, the presenters will share their perspectives on delivering the desired change and how good customer research can substantially benefit the entire delivery and launch process. They will explore the challenges of doing this within short timeframes and the ways in which they ensured the overall success of the new product.

Richard Young is Business Owner for the new Home Owner experience and is part of the Customer Transformation programme at Bankwest. Richard is a passionate exponent for Design Thinking and customer centric design as the future of product design in traditional Australian institutions. He has spent the last 15 years leading large scale application design and implementation projects over a range of industries.

Diana Adorno is a designer, researcher and strategist who produces digital products using an Agile and Lean approach. She continually experiments with different aspects of the design process to reveal intuitive, feasible designs as well as the transformation for people and organisations. She has a technical, design and a qualitative research background in Cognitive Anthropology.

Event Locations


Ivy Sunroom

Level 3, Ivy, 330 George Street, Sydney

Tuesday 31 October


Myer Mural Hall

Level 6, Myer, Bourke Street Mall

(enter via Postal Lane off Little Bourke Street)

Thursday 2 November