Agenda

Time	Agenda
09:00 – 12:30	Workshop A – Designing for the User Interface: Strategies for Effective and Personalized Human – Chatbot Interaction
	100,000 years ago humans began communicating with spoken language, and since then it’s been our primary form of communication, the Human Interface. However, it’s only been recently that technology has reached a point where it can communicate on the same level as a human; understanding our words, interpreting our meaning and intent, and having the ability to respond in kind. We can finally communicate with technology in the same way we do with other humans, using our primary interface: Conversation. However there are many challenges when crafting experiences for conversations with humans, some are with the technology but most are due to the subtleties in how humans communicate. This workshop will guide you on how to start a Chatbot project and subsequently you will learn key steps on improving your Chatbot’s conversation content to create an hyper-personalization experience.
	Mark Chatterton Co-Founder inGenious AI

13:30 – 17:00	Workshop B – Applying Deep Learning in Sentiment Analysis
	Social media covers a significant part of everyone’s life and most companies has already benefit from such communication platform to boost their marketing, generating leads and increasing their sales revenue. Therefore, it is essential for organisations to fully understand how customers are reacting to their products and services and ensure their marketing effort stays optimal. Sentiment Analysis is a crucial tool that can provide actionable insights to the organisations from studying data generated by the attitudes, opinions an emotions of their customers’ behaviour on social media platform. This workshop will provide you with the insights on how to leverage on deep learning and the ability of algorithms to analyze text input from your customers and transform it to meaningful and actionable insights through sentiment analysis, intent analysis and contextual semantic search.
	Santi Vela Digital Marketing Lead PACCAR Australia

Time	Agenda
	MORNING
09:00	Opening Address and Day 1 Highlights by Chairperson
	Lisa Bouari Director OutThought
	Personalizing and Transforming Customer Experiences with AI, Customer Journey Analytics and Chatbots
09:15	The Future of Customer Experience, through Personalization, Chatbots and AI
	Kelly Slessor Founder & CEO Shop You
09:45	CBA Case Study: How CBA leverage data and advanced analytics to meet customers’ needs and improve their experience
	Vicki Wood Head of Delivery Commonwealth Bank
10:15	Morning Refreshments & Networking Session
10:30	How Bupa Leverage on AI and Chatbot Technology to Improve on Customer and People Experiences
	Sarah Posselt Process Automation Manager Bupa
	Miles Williams General Manager in Customer Growth Bupa
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
	Grace Halim Senior Digital Product Owner AGL Energy
11:30	Sportsbet Using Machine Learning and AI Capabilities to Improve on Its Customer Experience
	Tony Gruebner GM Analytics, Insights and Modelling and Exec Sponsor of Personalisation Sportsbet
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
	Jimmy Wu Insights, Advanced Analytics Manager The Coffee Club Australia
12:30	Networking Luncheon
	Humanizing Brand Experiences and Improving Sentiment Analysis with Chatbots
13:30	Roundtable Discussion: How Chatbot is Transforming Marketing & Customer Experience Across Different Industry Verticals (2 rounds of 30 minutes roundtable)
	Roundtable 1: Chatbot in Education: Optimize student engagement with Chatbot
	Catherine Cherry Director, Prospect Management University of Adelaide
	Roundtable 2: Hospitality AI: How guest experiences at the Cosmopolitan Hotel were transformed by a Chatbot
	Rob Chalmers Executive Creative Director – Head of Experience Design, APAC R/GA
	Roundtable 3: Chatbot in Retail: Chatbot in transforming shopping experiences
	Timothy Kasbe Managing Director, A/NZ and Global Large Enterprise Zoho
	Roundtable 4: Chatbot in Financial Sector: Chatbot in improving FS customer satisfaction and engagement
	Scott Gunther Director of Commercial Development IAG
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
	Khitish Mohanty Data Scientist Department of Premier and Cabinet (Vic)
15:00	Afternoon Refreshments & Networking Session
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
	Melissa Witheriff Head of Digital Innovation CUA – Credit Union Australia Limited
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.
	Nicole McInnes Chief Marketing Officer OVO Mobile
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.
	Silvio Giorgio GM Data Science & Strategy, Finance & Commercial Services Australia Post
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?
	Moderator:
	Lisa Bouari Director OutThought
	Panelists:
	Christina Yim Content Creator – Virtual Assistant – Emerging Channels National Australia Bank
	Mark Chatterton Co-Founder inGenious AI
	Grace Halim Senior Digital Product Owner AGL Energy
	Khitish Mohanty Data Scientist Department of Premier and Cabiner (Vic)
	Santi Vela Digital Marketing Lead PACCAR Australia
17:30	End of Day One \| Cocktail Reception

Time	Agenda
	MORNING
09:00	Opening Address and Day 1 Highlights by Chairperson
	Lisa Bouari Director OutThought
	Marketing Innovations with AI, Sentiment Analysis and Machine Learning
09:15	Personalizing CX Across Marketing, Sales and Support 360-degree view of customer interactions across your enterprise The shift from product/internal org-based focus to customer-based focus Provide frictionless customer experiences across every stage of the customer lifecycle.
	Timothy Kasbe Managing Director, A/NZ and Global Large Enterprise Zoho
09:45	Building a Digitally Engaged Brand
	Tash Rahalkar Head of Product, Marketing & Partnership State Trustees
10:15	Personalising the Customer Experience with Advanced Analytics Analytics and insights driven strategies AI driving growth- Live data fuelling hyper personalisation
	Yelda Rahimi Customer Marketing Manager Kathmandu
10:45	Morning Refreshments & Networking Session
11:00	AI & Sport – Increasing Fan Engagement Through Accurately Predicting the Future An Artificial Intelligence model built in partnership with Google who during the summer began ingesting data to ‘learn’ the game of cricket Through recognizing patterns the AI was able to accurately predict when it thought wickets were going to fall and alert fans
	Chris Pocock Head of Marketing Fox Sports Australia
11:30	NAB Case Study: Scaling content in chat bots What NAB have learnt from scaling content in their Virtual Assistant Challenges faced and the impact scaling has had on conversations
	Christina Yim Conversation Designer – Emerging Channels National Australia Bank
12:00	More Shazza than Siri Explore the transformational and creative canvas of Machine Learning, Artificial Intelligence, Natural Language
	Rob Chalmers Executive Creative Director – Head of Experience Design, APAC R/GA
12:20	Networking Luncheon
13:30	AI/ML for Targeted Marketing: From a Video Analytic Point of View How video analytics and AI/ML can help in marketing applications Ethics and Privacy is critical
	Dr. Tam Cao AI & Technology Specialist
14:00	AI Assistants, what’s now, what’s new and what’s next All AI assistants aren’t equal. Which ones your business should be using and how. Best practice approaches and most common oversights to avoid Virtual Assistants, Live Chat or Voice first? What’s next for AI Assistants, a Virtual Assistant technology roadmap
	Lisa Bouari Director OutThought
14:30	What Tighter European GDPR will Mean for Marketers and CX Professionals What GDPR would add to the existing data protection? How much will automated marketing be affected from acquiring and processing data? What opportunities can be created through GDPR? Examples on lessons we have learnt from GDPR compliance
	David Watts Professor of Information Law and Policy La Trobe University
	Nathan Kinch CEO >X
15:00	Afternoon Refreshments & Networking Session
15:20	CX Panel: What it takes to create the Perfect Customer Experience with AI How to achieve data unification to churn greater insights of your customers? How AI transform real-time insights delivery from their customers’ touchpoints Applying AI in business context such as cross-channel journey analytics Impact of AI-powered technology that will reshape the marketing landscape in next few years
	Moderator:
	Lisa Bouari Director OutThought
	Panelists:
	Chris Pocock Head of Marketing Fox Sports Australia
	Santi Vela Digital Marketing Lead PACCAR Australia
	Tony Gruebner GM Analytics, Insights and Modeling and Exec Sponsor of Personalisation Sportsbet
	Tash Rahalkar Head of Product, Marketing & Partnership State Trustees
	Scott Gunther Director of Commercial Development IAG
	Voicebots and Assistants: The Next CX and Marketing Frontier
16:00	City of Melbourne’s Voice Experience with Alexa
	Jo Whyte Manager City Marketing & Corporate Affairs City of Melbourne
16:30	Closing Remarks by Chairperson