A crucial takeaway from the session was the need for organisations to develop frameworks that enable them to systematically uncover unknowns and convert them into tangible insights. By leveraging diverse perspectives and expertise, participants gained a clearer understanding of:

how emerging technologies differ in their adoption and impact compared to past digital transformations
the importance of cross-functional collaboration in uncovering blind spots and mitigating risks
strategies to overcome planning paralysis and build confidence in decision-making.

During the workshop, teams explored how co-design principles can drive smarter, future-ready service delivery by aligning emerging technologies with the needs of users, teams and organisations. They tackled the challenge of ensuring that technology adoption remains people-centred, sustainable and aligned with operational and strategic goals.

We used a first principles approach to guide the discussion, helping participants focus on the fundamental aspects of delivering sustainable innovation. By working through structured problem statements, participants developed actionable strategies for turning uncertainty into known knowns. The process enabled them to better understand challenges, uncover blind spots, and create pathways for implementing technology in a meaningful way.

Navigating emerging technologies for smarter service delivery

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