8:30 – 9:00

Registration & Coffee

9:00 – 9:20

Conversational AI and digital transformation

Conversational, Predictive and Human Assisted AI is playing a central role in digital and contact centre experience. As a global thought leader on conversational AI, Robert will share his insights and set the scene for a day exploring the realities and impact of AI for enterprise customer experience.

Carrie Lazorchak, Senior VP & GM World Wide Field Organisation, Enterprise, Nuance

9:20 – 10:10

Using AI for digital engagement solutions

USAA is world renowned insurance and banking leader in CX and digital initiatives. An early adopter driving virtual and human assistance, biometrics and analytics, Ashley will share USAA’s story and learnings in the deployment of web based mobile Virtual Assistant technology.

Ashley Blake, Director, Digital Product Management Conversational Platform/Virtual Agent, USAA

Jeffrey Gallagher, Product Manager for Conversational Platform, USAA

10:10 – 10:40

How Jess became the digital concierge to Jetstar’s customers

Jetstar Airways’ digital transformation strategy has transformed its virtual assistant, Jess, into a triage service directing customers to the best point of value to meet their travel needs throughout Asia Pacific. Jess can be accessed via website, mobile or Facebook messenger.

George Goucher, Performance Manager – AI, Robotics and Emerging Technology, Jetstar Airways

10:40 – 11:10

Morning Break

11:10 – 11:40

Our journey into delivering frictionless authentication

ANZ Bank is leading the market being the first financial institution in Australia journey deploying voice ID into its mobile app. Voice ID enables customers to complete high value transactions on their smartphones on the go, improving the customer experience – with the added level of voice biometric security.

Gabriel Steele, Tribe Lead – Customer Authentication, CX Australia Division, ANZ Bank

11:40 – 12:10

Biometrics and beyond – The future of authentication and fraud prevention

Nuance Security Suite revealed.

Sasha Agafonoff, Biometrics Security Specialist – Asia Pacific, Nuance

12:10 – 12:45

How Alex is contributing to Digital Transformation at the ATO

The ATO’s implementation of virtual assistant, Alex, provides self-service via the clients’ preferred digital channel with high levels of automation and customer acceptance. The ATO will share their Alex story highlighting learnings and benefits.

Venetia Blackman, Assistant Commissioner, Corporate Applications, ATO

12:45 – 13:45

Lunch Break

13:45 – 14:15

What is Conversational AI and why is it important to my organisation?

AI hype is everywhere, however conversational AI is delivering real outcomes today.   Join us for an overview of concepts, key elements and considerations for practically applying conversational AI in your business today.

Lauchlan Eddy, Head of Strategy and Innovation, Enterprise Aust & NZ, Nuance

14:15 – 15:00

Digital engagement – we didn’t wait for the future, we built it

Verizon Wireless is a global technology company delivering the promise of the digital world to millions of customers every day. Josh will share the significant highlights, challenges and business benefits of the organisation’s integrated virtual and human assisted chat deployments.

Josh Dieg, Manager, Digital Engagement Portfolio & Strategy, Verizon Wireless

15:00 – 15:30

Afternoon Break

15:30 – 16:00

Deployment of Conversational IVR – approach and results

The government agency will be sharing learnings from its Speech IVR deployment and results achieved.

Greg Bubke, Director, Customer Service Direct, Department Transport and Main Roads, Queensland

16:00 – 16:45

Panel Discussion: Insights from building a virtual assistant

Jude Anderson, Executive Manager, Digital Conversations, Commonwealth Bank

Simon McKee, Deputy Commissioner, Office of State Revenue- Queensland Treasury

Josh Burns, Assistant Director Digital Engagement, IP Australia

16:45 – 17:15

Your CX Journey – What to consider in a changing world

Robert Schwarz, Managing Director, Enterprise – Aust & NZ, Nuance

17:15 – 17:30

Closing Remarks

17:30 – 18:00

Transit to Bennelong Restaurant

18:00 – 22:00

Cocktail Dinner and Drinks

Bennelong Restaurant, Opera House

Cocktail Dinner Partners:

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