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
Sara Valentina Talat
CEO & Co-founder Briick
The Customer Show - Agenda Day 2
11:20 AM Interactive Discussion Groups: Facilitated, peer-led session focused on open discussion and practical insight-sharing
Table 1 :
Scaling AI in Customer Service: From Pilot Programs to Real Performance Gains
Table 2:
Rewiring Operating Models: AI Changing Work Design Expectations, Achieving Durable Productivity
Table 3:
The Orchestration Advantage: Why AI ROI Depends on Connecting the Dots, Not Just Deploying AI Tools
2:50 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 Sara Valentina.
Download The Latest Agenda
