The #1 CX Forum in Australia
Experience the Most Valuable Gathering Across The
Entire Customer Experience Ecosystem
August 5-6, 2026
| The Atrium, Flemington Raceway, Melbourne
Andrew Harrison
Director of Customer Experience NAB Wealth
The Customer Show - Agenda Day 2
1:50 PM Embedding Agentic AI into the Product Discovery, Sales and Onboarding Customer Experience
A focused discussion on early experience embedding AI into its sales and onboarding journeys, with a clear emphasis on improving customer experience alongside commercial outcomes.
The session will explore how AI has been used to reduce friction, improve speed-to-resolution and create more seamless, personalised interactions across critical customer moments.
It will share practical learnings from the initial rollout - including design choices, governance guardrails, and adoption challenges - as well as how these changes have impacted both frontline performance and customer outcomes such as conversion, satisfaction and onboarding efficiency.
It will cover the problems faced, the constraints in play, and the practical changes made across people, process and operating rhythm, along with honest lessons on what delivered impact quickly, what didn't, and where this approach reaches its limits.
Attendees will gain a clear view of how to measure success without relying on new tools, and where technology starts to make sense once strong operational foundations are in place - offering a highly practical blueprint for leaders under pressure to deliver results now.
Check out the incredible speaker line-up to see who will be joining Andrew.
Download The Latest Agenda
