Time |
Agenda |
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MORNING |
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09:00 |
Opening Address and Day 1 Highlights by Chairperson |
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![](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Lisa-112x128.jpg) |
Lisa Bouari
Director
OutThought
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![](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/logo-name-v2-small.png) |
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Personalizing and Transforming Customer Experiences with AI, Customer Journey Analytics and Chatbots |
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09:15
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The Future of Customer Experience, through Personalization, Chatbots and AI |
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![Kelly-Slessor-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Kelly-Slessor-112x128.jpg) |
Kelly Slessor
Founder & CEO
Shop You |
![Shop You](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Shop-You1.png) |
09:45 |
CBA Case Study: How CBA leverage data and advanced analytics to meet customers’ needs and improve their experience
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![Vicki-Wood-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/02/Vicki-Wood-112x128.jpg) |
Vicki Wood
Head of Delivery
Commonwealth Bank |
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10:15 |
Morning Refreshments & Networking Session |
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10:30 |
How Bupa Leverage on AI and Chatbot Technology to Improve on Customer and People Experiences
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![Sarah-Posselt-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/01/Sarah-Posselt-112x128.jpg) |
Sarah Posselt
Process Automation Manager
Bupa |
![bupalogowhiteblue-580x358](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/bupalogowhiteblue-580x358-300x185.jpg) |
![miles-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2018/12/miles-112x128.jpg) |
Miles Williams
General Manager in Customer Growth
Bupa |
![bupalogowhiteblue-580x358](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/bupalogowhiteblue-580x358-300x185.jpg) |
11:00 |
AGL Case Study: Seamless Customer Experience with AI-Powered Electricity Meter Reads
- Initial customer problem identification and why use machine learning to solve for this problem
- How AGL implemented a 6 week machine learning proof of concept
- Outcome of the POC
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![Grace-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Grace-112x128.jpg) |
Grace Halim
Senior Digital Product Owner
AGL Energy |
![AGL logo](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/AGL-logo-300x184.png) |
11:30 |
Sportsbet Using Machine Learning and AI Capabilities to Improve on Its Customer Experience |
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![Tony-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Tony-112x128.jpg) |
Tony Gruebner
GM Analytics, Insights and Modelling and Exec Sponsor of Personalisation
Sportsbet |
![sportsbet-logo](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/sportsbet-logo.png) |
12:00 |
How Brands are Increasingly Tapping into Text Analytics & Sentiment Analysis to Improve Customer Experience Delivery
- With the increase of data on social media, brands need to leverage machine learning and NLP to read and derive meaning from a mass analysis
- How text analysis and sentiment analysis can tell businesses how deeply customers feel about products, as well as which features are responsible for those feelings
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![Jimmy-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2018/12/Jimmy-112x128.jpg) |
Jimmy Wu
Insights, Advanced Analytics Manager
The Coffee Club Australia |
![the-coffee-club-logo](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/the-coffee-club-logo-300x164.png) |
12:30 |
Networking Luncheon |
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Humanizing Brand Experiences and Improving Sentiment Analysis with Chatbots |
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13:30 |
Roundtable Discussion: How Chatbot is Transforming Marketing & Customer Experience Across Different Industry Verticals (2 rounds of 30 minutes roundtable) |
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Roundtable 1: Chatbot in Education: Optimize student engagement with Chatbot |
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![catherine-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2018/12/catherine-112x128.jpg) |
Catherine Cherry
Director, Prospect Management
University of Adelaide |
![UA_LOGO](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/UA_LOGO-300x96.png) |
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Roundtable 2: Hospitality AI: How guest experiences at the Cosmopolitan Hotel were transformed by a Chatbot |
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![Rob-Chalmers-New-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/03/Rob-Chalmers-New-112x128.jpg) |
Rob Chalmers
Executive Creative Director – Head of Experience Design, APAC
R/GA |
![RGA](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/02/RGA-300x85.png) |
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Roundtable 3: Chatbot in Retail: Chatbot in transforming shopping experiences |
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![Timothy-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/03/Timothy-112x128.jpg) |
Timothy Kasbe
Managing Director, A/NZ and Global Large Enterprise
Zoho
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![Zoho](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/02/Zoho-300x111.png) |
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Roundtable 4: Chatbot in Financial Sector: Chatbot in improving FS customer satisfaction and engagement |
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![Scott-Guntherjpg-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/03/Scott-Guntherjpg-112x128.jpg) |
Scott Gunther
Director of Commercial Development
IAG
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![IAG](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/IAG.png) |
14:30 |
How AI Helps Marketers Determine the Likes and Dislikes of Customers, Determine What Content Should Be Served and Track All their Interactions through the Customer’s Journey
- Customer journey optimization – How AI emerge from the data black hole in connecting your customers’ touchpoints
- Leveraging AI to make visualization simple by identifying and visualizing conversion paths in meaningful way
- Train a model that can predict your customers’ preference with good accuracy and surprise your customers with personalised marketing content
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![Khitish-Mohanty-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Khitish-Mohanty-112x128.jpg) |
Khitish Mohanty
Data Scientist
Department of Premier and Cabinet (Vic)
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![Department-of-Premier-and-Cabinet-300x89](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Department-of-Premier-and-Cabinet-300x89-300x89.png) |
15:00 |
Afternoon Refreshments & Networking Session |
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15:15 |
CUA case study on How Rosie Helps to Automates Online Customer Experience and Increase its Member Base
- Understand how AI and Machine Learning can determine a weak signal which supposed to be a strong signal for conversions
- Aggregating Data from AI to gauge an insight of which metrics and dimensions is essential to your business which lead to a better conversion
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![Melissa-Witheriff-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2018/12/Melissa-Witheriff-112x128.jpg) |
Melissa Witheriff
Head of Digital Innovation
CUA – Credit Union Australia Limited |
![CUA_Logo_FullColour_RBG_only](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/CUA_Logo_FullColour_RBG_only.png) |
15:45 |
Creepy but Good: Delivering What They Didn’t Know They Loved Before They Even Knew They Wanted It
- Explore how the type of data used in algorithms can create a great customer experience or not
- Using peripheral behavioural data rather than just preferences customers have specified is unlocking amazing opportunities to create next level customer experiences and how these experiences are not just a win for customers but for media business as well.
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![Nicole's-Photo-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/01/Nicoles-Photo-112x128.jpg) |
Nicole McInnes
Chief Marketing Officer
OVO Mobile |
![OVO Logo](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/01/OVO-Logo-300x300.jpeg) |
16:15 |
Australia Post: Augmented AI data-bot supports our people to improve service & experience
- How Australia Post AI data-bot, Dexter support internal staffs to help in improving safety, service and experience
- Improving Australia Post service to their customers with Dexter’s assistance
- How Dexter help employees with prescriptive analytics through three functions: Notify me, Tell me, Help me.
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![Silvio-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2018/12/Silvio-112x128.jpg) |
Silvio Giorgio
GM Data Science & Strategy, Finance & Commercial Services
Australia Post |
![logo](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/logo-300x300.jpeg) |
16:45 |
Chatbot Panel: Is Chatbot Failing? What can be done to optimize its Benefits?
- Where are we in Chatbot implementation – one year later
- Discussion on why AI-led Chatbot has not perform as expected?
- What error could it be the reason? The Bot or Human?
- Is the lacking of human relation the main cause of issue?
- What can human and organizations can do to leverage the benefits of Chatbot?
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Moderator: |
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![](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Lisa-112x128.jpg) |
Lisa Bouari
Director
OutThought |
![](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/logo-name-v2-small.png) |
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Panelists: |
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![Christina-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/03/Christina-112x128.jpg) |
Christina Yim
Content Creator – Virtual Assistant – Emerging Channels
National Australia Bank
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![Mark-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/03/Mark-112x128.jpg) |
Mark Chatterton
Co-Founder
inGenious AI |
![ingenius](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/ingenius-300x169.png) |
![Grace-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Grace-112x128.jpg) |
Grace Halim
Senior Digital Product Owner
AGL Energy |
![AGL logo](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/AGL-logo-300x184.png) |
![Khitish-Mohanty-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Khitish-Mohanty-112x128.jpg) |
Khitish Mohanty
Data Scientist
Department of Premier and Cabiner (Vic) |
![Department-of-Premier-and-Cabinet-300x89](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/Department-of-Premier-and-Cabinet-300x89-300x89.png) |
![Santi-112x128](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2019/03/Santi-112x128.jpg) |
Santi Vela
Digital Marketing Lead
PACCAR Australia
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![](http://claridenglobal.com/conference/future-cx-and-marketing-aus-18/wp-content/uploads/sites/187/2015/04/PACCAR-Aust-300x140.jpg) |
17:30 |
End of Day One | Cocktail Reception |
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