The #1 CX Forum in Australia
Experience the Most Valuable Gathering Across The
Entire Customer Experience Ecosystem

August 5-6, 2026 | The Atrium, Flemington Racecourse, Melbourne

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Christopher Cramond

General Manager Member Strategy, Product & Experience Aware Super

Table 1: Scaling AI in Customer Service: From Pilot Programs to Real Performance Gains

Facilitator: MD Kabir, Group Customer Experience Manager, Sutton Tools

Table 2: Rewiring Operating Models: AI Changing Work Design Expectations, Achieving Durable Productivity

Facilitator: Christopher Cramond, Head of Member Strategy, Product & Experience, AwareSuper

Table 3: The Orchestration Advantage: Why AI ROI Depends on Connecting the Dots, Not Just Deploying AI Tools

Facilitator: Sara Talat, Former Group Loyalty and Customer Engagement – Just Group

Hardening escalation to address failed handoffs and lost context, reducing repeat contacts and dissatisfaction
Improving accuracy to address confident wrong answers, protecting trust and reducing complaint risk
Standardising knowledge to address fragmented policies and content, improving consistency and quality outcomes
Optimising containment to address automation that stalls, increasing self-serve completion and lowering unit cost
Operationalising monitoring to address drift and degradation, stabilising performance over time

Stress-testing economics to address optimistic projections, improving ROI integrity and credibility
Defining red lines to address trust and compliance exposure, protecting customers and brand outcomes
Agreeing measures of success to address KPI sprawl, proving impact in cost-to-serve, retention and resolution speed
Capturing next-step commitments to address post-event inertia, converting decisions into 90-day plans
Ranking bets to address scattered roadmaps, concentrating investment on highest-return initiatives

Check out the incredible speaker line-up to see who will be joining Christopher.