The #1 Must-Attend CX Event
Join Us To Experience The Most Senior Gathering Across The 
Customer Experience Ecosystem

Opening Remarks by AI in CX Chair

10:30am – 11:00am

Keynote

Maturing CX in Your Organisation: Is AI Really the Future or Should we Embrace the Humanness of Experience?

Speaker: Juan Mendoza, Founder, MartechWeekly

11:00am – 11:30am

Thought Leadership Session

Understanding ChatGPT in our Evolving CX Ecosystem

Carl Gribble, Co-Founder Evolut

11:30am – 12:00pm                  

Keynote

Measuring Sentiment & Next Level Automation: Reduce Customer Effort Scores and Optimise AI to Drive a Seamless Self Service Experience

Learn the new tools and techniques to integrating automation so the customer experience always remains seamless.

• Creating a digital-first contact centre – what are the steps involved in doing this, and will there be repercussions?
• How can AI and ML be effectively utilised to drive a digital-first organisation that helps reduce customer effort scores
• Segmenting your customers based on sentiment: using real-time monitoring to collate then solve customer issues
• What are the next steps when it comes to digital investments? How can we make the most of our existing investments?

Peter Perla, Executive General Manager Customer Experience and Growth, Sumo Energy

12:00pm – 12:30pm

Keynote

Using Predictive Analytics to Identify and Shape Student’s Future Behaviours: La Trobe’s Journey to Drive Student Retention

Anthony Perera, Director of Data Analytics at La Trobe University will talk through his team’s 2-year journey in using predictive analytics to drive student retention. By using data to identify future student behaviours, such as when one might fail a subject, their organisation has been able to tailor specific programs to improve student grades and drive retention. Learn the value behind predictive analytics, how La Trobe were able to get this up and running and the financial benefits involved.

• Using predictive analytics to shape your customer strategy and tailor programs to meet customer expectations
• Balancing predictive analytics and personalisation with customer expectations – how personal is too personal?
• Understanding ways to monetise and drive customer and/or student retention through predictive analytics

1. Anthony Perera, Director, Data & Analytics, La Trobe University
2. Mark Vanthoff, Associate Director Advanced Analytics, La Trobe University

12:30pm – 1:00pm                                                             

Keynote

Going beyond the customer persona: Understanding Customer Behaviours to Drive Digital Strategy

Bhavika Unnadkat, Head of Data Governance and Knowledge Management, EnergyAustralia

1:00pm – 2:00pm

Start Up Pitchfest Competition Begins! 

All attendees to join the AI in CX Stage as our Start Up Pitchfest begins. The winner will be decided by you, the audience!

2:00pm – 2:20pm

Prize Giveaway Announcement + Winner of the Pitchfest Revealed

2:20pm – 2:30pm 

End of Exhibition Remarks by Mary Anne Ghobrial, Show Director for The Customer Show