8:30 – 9:00

Registration & Coffee

9:00 – 9:10

Welcome & Introduction

Robert Schwarz
Managing Director, Enterprise – Aust/NZ
Nuance

9:10 – 9:50

Transforming customer engagement in the age of AI

We look at the experiences now expected by customers and being enabled by machine learning technologies for conversation, prediction and analytics.

Sebastian Reeve
Director International Business Development
Nuance

Brett Beranek
Vice-President & General Manager, Security & Biometrics
Nuance

9:50 – 10:20

Improves CX and Fights Fraud with Biometrics

Battling an ever-growing onslaught of fraud, Kennebunk Savings Bank introduced voice biometrics technology to streamline customer authentication, reduce fraudulent behaviour and deliver a simpler CX. Jennifer shares with us the implementation and resulting successes.

Jennifer Johnson
Vice President, e-Delivery Manager

Kennebunk Savings

 

10:20 – 10:50

Morning Break + Demos

10:50 – 11:10

Who do you think you’re talking to?

Knowing your customer and protecting their relationship with you is an increasingly hot topic. Let’s see how we can secure customer interactions without making life harder for them and catch the bad guys at the same time.

Brett Beranek
Vice-President & General Manager, Security & Biometrics
Nuance

11:10 – 11:40

How ANZ NZ Contact Centre continually improves Customer Experience

Rated #1 Banking Contact Centre for Customer Service in NZ: How ANZ NZ Contact Centre continually improves Customer Experience.

ANZ’s customers in NZ have consistently rated ANZ NZ’s Contact Centre number 1 for banking service. This session will look at how ANZ are transforming their business having implementing conversational call steering and voice biometrics and the plans they have to continually to improve customer, banker & leadership experiences.

Matt Butler
Senior Channel Development Manager, Retail and Business Banking
ANZ Bank (New Zealand)

11:40 – 12:00

Security Q&A Session, Kennebunk Savings + ANZ Bank

Brett Beranek, Jennifer Johnson and Matt Butler

12:00 – 13:00

Lunch Break, Networking and Demos

13:00 – 13:45

Roundtable Session 1

Omni-Channel Engagement (Albert Room)
Security and Fraud (Premier’s Room)

13:50 – 14:10

Be where your customers are: How to engage, intelligently.

Explore how customers currently use a wide variety of channels and devices to contact each other – and how this enables business opportunities for service and sales transformation.

Sebastian Reeve
Director International Business Development
Nuance

14:10 – 14:40

Jess’ ‘End of Year’ review: Working harder for Jetstar Customers

Jetstar’s customers have been engaging with Jess, the virtual assistant, in ways that have delivered improved customer experience and reduced costs. This session will look at how Jess has performed against original expectations and the challenges involved when measuring success against contact center volume reductions.

George Goucher
Performance Manager – AI, Robotics and Emerging Technology

Jetstar Airways

14:40 – 15:10

Understanding customers’ conversations

Knowing its customers better allows Spark New Zealand to make educated decisions on where to invest in removing friction for customers and automating conversations. You will hear how analytics is improving agents’ abilities to deliver better CX, driving down agent attrition and lowering total cost to serve.

Phillip Worsley
Omni-Channel Tribe Lead
Spark New Zealand

15:10 – 15:30

Intelligent Engagement Q&A Session

Sebastian Reeve, George Goucher and Phillip Worsley

15:30 – 15:55

Afternoon Break + Demos

15:55 – 16:40

Roundtable Session 2

Omni-Channel Engagement (Albert Room)
Security and Fraud (Premier’s Room)

16:45 – 17:45

Wired to Win

Kurt Fearnley
Paralympian and Disability Rights Advocate

17:45 – 17:50

Closing Remarks

Robert Schwarz
Managing Director, Enterprise – Aust/NZ
Nuance

17:50 – 18:15

Transit to Dinner

18:15 – 23:00

Quay Restaurant

Cocktail Dinner