13 - 14 August, 2019 | PARKROYAL Darling Harbour, Sydney, NSW

Conference Day One: Tuesday, 13th August 2019


Devi Rajcoomarsing, Senior Change Advisor, AI Transformation Former Senior Change Manager at Transport for NSW

Devi Rajcoomarsing

Senior Change Advisor, AI Transformation Former Senior Change Manager
Transport for NSW

9:10 am - 9:50 am INTERNATIONAL KEYNOTE: Discover How AXA Hong Kong Is Transforming The Way They Connect With Their Customers Through The AIPowered Interactive Bot To Make Insurance Personalized, Easier and Simpler

Customers are now embracing the digital lifestyle more than ever. AXA Hong Kong has led the innovation in the Asia insurance market by moving from a productled company to one that is more customer-centric, transforming the way they connect with their customers: simpler, easier and more personalized. Join Sudesh in this session to discuss what they’ve learnt, where they are now and the best practices for integrating an AI interactive chatbot across their digital channels.

  • Delving into what AI really means for the industry?
  • Positioning your bot strategy with customer expectations and needs to improve operational efficiency and revenue growth
  • Using bots to offer a more personalized service by capturing customer insights at different service points
  • What are the realities for evaluating tangible bot benefits after deployment: What are the metrics used and how do they differ by industry?
Sudesh Thevasenabathy, Head of Customer Care Management at AXA Hong Kong

Sudesh Thevasenabathy

Head of Customer Care Management
AXA Hong Kong

9:50 am - 10:30 am CASE STUDY: How the Commonwealth is Using an Agile Approach to Develop Accessible Chatbots and Create Frictionless Services

Digital transformation is not an end unto itself, but a way for organisations to place the user at the center of their services. User centered design looks to create frictionless services, allowing them to have more time for the things they want to do. At the DTA, how we support and encourage user centered design is described in the Digital Service Standard.

  • How Chatbots offer the potential to shift our user engagement from low value transactions to high value engagement, building a stronger bond between user and organisation
  • To successfully deploy chatbots, first we must know ourselves and what we want to achieve, and in the Commonwealth, these services must be accessible, secure and trusted
  • Using the Digital Service Standard’s goals, Matt will show how the Commonwealth is using an agile approach to developing accessible chatbots
Matthew Goonan, Chief Technology Officer at Digital Transformation Agency

Matthew Goonan

Chief Technology Officer
Digital Transformation Agency

10:30 am - 11:00 am Speed Networking Session

An effective structured interactive session designed to help expand your network through one-to-one focused conversations. Bring your business cards!


11:30 am - 12:10 pm CASE STUDY: Why Bots With Personalities Will Create Deeper Brand Loyalty and A New Level of Customer Relationship

Australian Broadcasting Corporation has been working on personalizing bot interactions to meet customer expectations. Bots with personalities that can offer a human-like service will develop more affiliated relationships to the mass audience and align the brand’s identity to their delight. Join Craig to discuss his goals in personalizing the human-bot relationship at scale to create deeper brand loyalty and a new level of customer relationship.

  • Creating a more conversational and human service to strengthen bot relationships
  • Overcoming the challenges with voice enabled AI to create a conversation flow
  • ABC’s journey in launching regular interactions and future goals to personalize the relationship at scale
  • A behind the scenes look at how the ABC is deploying the bot for the Federal election
Craig McCosker, Product Strategy Manger, Future Focus at Australian Broadcasting Corporation

Craig McCosker

Product Strategy Manger, Future Focus
Australian Broadcasting Corporation

12:10 pm - 12:50 pm We Built a Chatbot and Survived and the Chatbot Did Too: A Behind the Scenes Look at Lessons Learnt and Pitfalls To Avoid When Building and Growing Chatbots

With approximately 3.6 million customer accounts; in 2017 AGL launched a customer facing Chatbot as a part of their customer experience transformation journey. Join David to explore what it took to build a personalised, integrated and scaled bot. Take a behind the scenes look at how and why processes could have been executed differently.

  • What do you need to know before you build a Chatbot?
  • What you should consider when you’re ready to launch a your Chatbot?
  • How to help your Chatbot understand your customers?
  • How to help your Chatbot help your customers and provide and personalised service along the way?
David Grilli, Product Owner-Chatbot at AGL Energy

David Grilli

Product Owner-Chatbot
AGL Energy

12:50 pm - 1:50 pm NETWORKING LUNCH

Interactive Discussion Groups (IDGs)

This is your chance to make your conference experience truly interactive and collaborative. Each IDG is set in a roundtable format and will be facilitated by an expert practitioner in the space. In two rotations, each IDG will last for 20 minutes, allowing you to pick the two top of mind topics you wish to discuss and solve.


1:50 pm - 2:30 pm Building your Business Case with Proof of Concepts to Drive AI capability within the Organisation
Sasha Merzliakov, National Manager - Digital User Experience at nbn™ Australia

Sasha Merzliakov

National Manager - Digital User Experience
nbn™ Australia


1:50 pm - 2:30 pm Forecasting The Operational Impact of Bots in Contact Centre Environments: What Barriers and Opportunities Can We Expect For The Employee and Customer Experience?
Lidija Apoleska, Icare Contact Centre Manager at Service NSW

Lidija Apoleska

Icare Contact Centre Manager
Service NSW


1:50 pm - 2:30 pm The Power of Leadership Is a Differentiator in CX: How to Convince Senior Management to Invest and See That AI Is More Likely to Enhance Than Replace Roles
Craig Mendel, Head of Customer Contact at TAL

Craig Mendel

Head of Customer Contact

2:30 pm - 3:10 pm CASE STUDY: From Prototype to Production: How UTS is Leveraging Federated Data across Digital Channels for Better Consumer Insights and Analytics

The University of Technology has deployed the ability to synchronize separate knowledge collected from Bots into a Meta-databased management system. This joint presentation will be presented by Susan and Carl following the success of their scalable bot platform to enhance the student experience.

  • What is a federated data base system and the impact of its ability to map multiple autonomous data base systems into a single federated data based
  • Identifying customer needs when it comes to interacting with chat based forms of AI
  • Overcoming challenges in modernising and automating front and back-end customer service
  • Measuring the effectiveness of Bot through automated reporting and manual adjustments of Q&As
Susan Gibson, Head of Data and Analytics at University of Technology Sydney

Susan Gibson

Head of Data and Analytics
University of Technology Sydney

Carl Young, Analytics and AI Designer at University of Technology Sydney

Carl Young

Analytics and AI Designer
University of Technology Sydney


What does the future of bots look like and why it may seem further than it is? For bots to become a successful tool, businesses must overcome the challenges in getting not only the internal teams on board, but the consumers to use the bots. Delve into why it is so difficult to achieve an enterprise wide seamless adoption of AI powered bots. Led by 4 industry leaders, this panel will discuss:

  • Why A Seamless Adoption of Bots Is Much More Difficult Than it Seems
  • How will your business be disrupted if adopted seamlessly
  • Selling the benefits of bots to improve staff engagement: What are the most effective strategies?
  • Marketing Bot capabilities to the consumer and educating them on thee function of bots: Why is it so difficult?
  • Forecasting significant barriers in the future and creating a roadmap to overcome them
  • Key tips for working out where AI powered bots come into the world of good customer service

John Batzaxis, Consumer Capabilities Strategy Leader at Mercer Australia

John Batzaxis

Consumer Capabilities Strategy Leader
Mercer Australia

Kieran Clarke, Head Of Digital Engagement at VicRoads

Kieran Clarke

Head Of Digital Engagement

Nicole McInnes, Chief Marketing Director at OVO Mobile

Nicole McInnes

Chief Marketing Director
OVO Mobile

Rakesh Padmanabhan, Head of Technology at ANZ

Rakesh Padmanabhan

Head of Technology

4:30 pm - 5:10 pm How Open Universities Australia Leverages Different Types of Bots To Ensure That Students Can Connect to OUA Services At Any Time

Open Universities Australia (OUA) have partnered with LivePerson’s conversational platform to digitally transform the way students connect with their student services, advice and acquisition. Students can now access the help they need over SMS, Facebook Messenger, as well as the traditional channels like voice and email. Lyndon Summers, OUA’s Product Manager mentioned that “they prefer it over voice calls [and] we’ve seen a high customer satisfaction score with bot conversations of over 80% on average since implementation and an ROI of over 220% within six weeks of launch.” Join Lyndon in this session to continue this discussion on:

  • How OUA is setting a new precedent in education by releasing the 3 bots to give student assistance on their own schedule and term
  • Working in cross functional teams to keep the bot up to date with continuous improvement
  • Harnessing the ability to choose the most suitable platform and vendor partners:
  • The tricks and trade of understanding where to go for the next 12 months
Lyndon Summers, Product Manager at Open Universities Australia

Lyndon Summers

Product Manager
Open Universities Australia

Devi Rajcoomarsing, Senior Change Advisor, AI Transformation Former Senior Change Manager at Transport for NSW

Devi Rajcoomarsing

Senior Change Advisor, AI Transformation Former Senior Change Manager
Transport for NSW