Creating Memorable Experiences is about how people experience products, services, and organizations in real life. The talk covers the full journey, from first impressions and getting started to everyday use and support. Using real examples, it shows how paying closer attention to people’s needs, questions, and frustrations helps teams better understand their users and make clearer, more thoughtful decisions. This session is for anyone involved in building, delivering, or supporting products and services who wants a deeper understanding of the people they’re creating experiences for. Speaker: Jamie Gerrard, Founder, 20/20 Digital Jamie Gerrard is the Founder and Principal Consultant at 20/20 Digital. With over 20 years of experience across product, service, and UX design, he works with organizations that rely on complex software and services to improve how those systems work for the people using them. Over the past eight years, Jamie’s work has focused on enterprise software and services. He has worked across banking, healthcare, law, higher education, tech startups, government, and earlier in his career, travel and tourism, with a focus on understanding real-world use and where experiences break down.

Most leaders think they’re preparing for AI by testing tools, but without shared alignment, a clear purpose, and the right mindset, they’re actually increasing risk, not readiness. In this high-value session, discover what real AI readiness looks like and why the future belongs to leaders who move intentionally, not just quickly. You’ll learn how to: Align your leadership team before adopting tools. Reframe AI as a human advantage, one that saves time and strengthens culture. Understand where your organization stands using the Aigility Method™, a clarity-first framework for confident, values-led adoption. Explore how mindset shapes your ability to lead responsibly through change. This isn’t about hype or hardware. It’s about leadership. Because in 2026, the strongest advantage won’t be technological, it will be human.