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
MD Kabir
Group Customer Experience Manager Sutton Tools
The Customer Show - Agenda Day 2
11:20 AM Interactive Discussion Groups
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
3:00 PM Panel Discussion: Scaling AI Agents Safely: Reducing Cost Without Increasing Complaints
- 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
Check out the incredible speaker line-up to see who will be joining MD.
Download The Latest Agenda
