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
Lee Stone
National Manager CX and Strategy Origin Energy
The Customer Show - Agenda Day 2
1:20 PM Fireside Chat: Powering the AI-Enabled Customer Experience: Origin Energy's Approach to Embedding AI with Purpose
As customer expectations continue to evolve, organisations are under pressure to move beyond AI experimentation and integrate AI into experiences that deliver measurable value for both customers and the business.
The discussion would explore:
• Moving beyond AI pilots to real operational and customer impact
• Where AI is being integrated across customer journeys and service experiences
• Balancing efficiency, automation and experience quality
• The operational and organisational changes required to support AI adoption
• Building trust, governance and accountability into AI-enabled CX
• Lessons learned from implementing AI within a complex customer environment
• What the future of AI-enabled customer experience could look like at Origin Energy and beyond
2:50 PM Panel Discussion: Redesigning CX Organisations for AI: Evolving Teams, Roles and Capability at Scale
- How AI, automation and self-service are reshaping how customer teams are structured, managed and measured
- The shift from volume-driven models to leaner, capability-led organisations built around specialist roles and automation
- What effective transformation looks like in practice — including changes to middle management, frontline dependency and required skills
- How leaders are balancing productivity gains with experience quality
- Which roles are emerging or disappearing, and how to redesign teams for measurable impact
Check out the incredible speaker line-up to see who will be joining Lee.
Download The Latest Agenda
