Agenda

 20 June 2018, Wednesday 

TIME AGENDA

Day 1 – 20 June 2018 

The Rise of AI & The Next Generation Marketing and CX

2017 is the year in which marketing technologies really took off, where both consumers and marketers alike started to experience the limitless potentials of AI to create lasting impacts in our personal and professional lives. From voice-operated companions like Alexa, Siri and Google Home to advanced analytics tools powered by machine learning and deep learning, we caught a glimpse of the exciting future driven by AI.

The first day of the forum will begin with sessions exploring local, regional, and global trends in AI applications in the marketing and CX spheres and providing a better understanding of the current landscape. The subsequent sessions will focus on the massive benefits of using famed AI-powered technologies like chatbots. Case studies of local and global organizations in different verticals who have successfully adopted chatbots will also be showcased and discussed in great details. These will inspire delegates to push past the status quo and envision future transformative roadmaps towards greater digitalization and automation.

Day one of the forum will also explore emerging disruptive CX innovations like ARVR, hyper-personalization, and voicebots. Through these sessions, delegates will be able to glean insights into preparing their organizations for the impending digital disruptions.

9:00am Opening Address and Day 1 Highlights by Chairperson
lisa-bouari-rounded Lisa Bouari
Director & Co-Founder
outThought
outThought
Lisa is a regular advisor to the C-Suite on best practice solutions and approaches for AI initiatives. Lisa has over 15 years of experience in the design and execution of solutions in the machine learning, predictive analytics, business analytics, and cognitive computing spaces and has been awarded Architect of the year twice in Asia Pacific by IBM for outstanding achievements.

Lisa co-founded outThought with the goal of making AI and Cognitive technology easy, and accessible to all organizations. outThought has built an Assistant Platform, using best of breed AI technology that forms the foundation for revenue generating, and cost-saving virtual assistants that outThought is delivering to organizations in Retail, Financial Services, and the Public Sector.

Lisa is energetic and fun to work with. She thrives on helping organizations make their first steps into the productive use of AI, by making this complex domain easy to understand.

9:10am CXO Visionary Keynote: How AI Will Have a Game Changing Impact on the Marketing and CX Landscapes

  • AI – The long-awaited game changer for marketing and CX
  • Understanding how AI will impact marketing, advertising, consumers, and the future of business and work
  • Key technological drivers and trends for AI applications in marketing and CX industries
  • Disrupt or be disrupted – Preparing for a successful transition to an AI-dominated era
male silhouette Andrew Stephen
Associate Dean of Research & L’Oreal Professor of Marketing
University of Oxford, Said Business School
said_logo
9:45am Success Stories of AI in CX and Marketing – Crossing the AI Chasm

  • AI – From Sci-fi to a reality for Marketing and CX
  • Brands hits and misses in effectively embracing and leveraging on AI to achieve business goals
  • Making the business case for AI and obtaining buy-in from top management
  • Developing strategic AI roadmaps to build a unique competitive advantage in a world of disruptions
Babar-Jan-Haleem-rounded Babar Jan Haleem
Head of Asia Pacific – Big Data Analytics | AI | ML Segment
Amazon Web Services
amazon web services

Babar heads the APAC Big Data Analytics & AI Segment for Amazon Web Services responsible for driving AWS solution initiatives across APAC region. His professional experience is in Big Data Analytics & Data-warehousing field for over 19 years in United States & APAC including GC and Japan. Before being relocated to APAC, Babar provided technical consulting expertise to Fortune 500 organizations in the US in EDW & Business Analytics arena thus has a deep technical architecture background with focus on business outcomes. Prior to joining Amazon family, Babar headed APAC Big Data & Analytics Specialist practice for Oracle for over 11 years.

He is passionate about the immense value Big Data Analytics & Artificial Intelligence solutions offer and how they are being leveraged by the organization to generate value. His undergraduate and MBA studies in the US are in Information Systems and Mathematics. Based out of Australia, in his current role, Babar maintains a close working relationship with AWS HQ development & product management organizations giving him direct insight into solution product roadmap & strategy and inner workings of solutions. He is a strategic thinker with the ability to clearly articulate long-term strategies for organizations embarking on strategic data-driven cloud initiatives while overcoming mission critical challenges.

Morning Refreshments & Networking Session
10:30am
Chatbots: How Chatbots Will Shape Call Centres of the Future to Deliver Personalized Customer Experience

  • Chatbots ushering in the era of the digital employee
  • Understanding the messaging platform of the future
  • Creating personalized interactions and approximating insightful conversations between the consumer and your brand
  • Massive benefits of chatbots adoption: Costs reduction, improvements in back-office efficiency, better customer cares, and a boost in customer satisfaction
11:00am Integrating AI and Chatbots to Create Hyper Personalized Customer Experience

  • How AI and the rapid growth of messaging apps empower chatbots to be the next viable customer service channel
  • AI’s latest innovations to assist chatbots in effectively recognizing the content and context of customers’ demands and requests
  • Measuring the success of your chatbots through engagement levels, sentiment analysis, response rates, bot mentions, and click through rates
  • Case studies on successfully executing a sustainable bot strategy
11:30am Learning Lessons from Early Adopters of Chatbots

  • The best and worst from chatbots: How AI manages to transcend the “gimmick” status
  • Learn why conversational commerce is the key to future customer experience
  • Case studies on pitfalls to avoid and best practices from prominent brand players in chatbots today
damian-giuffre-rounded Damian Giuffre
Director of Digital Futures
IP Australia
IP Australia
Markoss-Martina-rounded Markoss Martina
Head of Customer Success and Enablement
Eclair Group
Eclair-Logo-Small
Markoss has more than 10 years’ experience within Financial Service Industries. He worked for multiple top 30 global banks on global and regional level. He has held multiple Senior Management positions within the Transformation & Automation as well as in operational role.

He set up from scratch, designed, developed, lead and managed Robotics and Cognitive Automation (AI & Machine Learning) Strategies, Business Units, Approaches and Programs for multiple top 30 global banks.

He led, set-up, and managed large-scale multi-million dollar transformation & Automation programs.

He leads large business units, managed costs and ensured that business unit objectives are delivered.

Markoss is currently engaged with Eclair Group. Eclair combines cutting-edge technology with an innovative service offering to collaborate with our clients in realizing the transformative benefit from automation.

Networking Luncheon
1:30pm Roundtable Discussion
  • Chatbots ROI – How to Quantify the Investment
  • Natural Language Processing – The key to more successful & human-like chatbots
david-dean2-rounded David Dean
Machine Learning Specialist
TAFE NSW
TAFENSW_Digital_BLACK-waratah NEW
Dr. David Dean is passionate about developing state-of-the-art machine-learning algorithms and turning them into real systems that improve the lives of everyone. He has 14 years of research and development experience with machine-learning and artificial intelligence at the Queensland University of Technology, the University of Queensland, as well as a number of exciting ML health start-ups. Now working with TAFE NSW Digital, David is pushing the use of AI and ML to improve the learning experience for vocational training across the entirety of TAFE NSW.
  • Chatbots in Financial Services: The Move Towards Greater Automation and Efficiency
cheok-funn-lee-rounded Cheok Funn Lee
Digital Product Owner
National Australia Bank
national australia bank loo
Cheok is the Digital Product Owner for virtual assistants at National Australia Bank. As one of the first employees of NAB Labs, NAB’s innovation hub, Cheok has spent most of his career pushing a large, complex, heavily-regulated organization to innovate and adapt to the ever-increasing pace of the current environment where NAB competes with not only traditional players but also much smaller and agiler Fintechs.

Cheok is a strong believer in the shift towards conversational interfaces and the power of virtual assistants to drive better customer experiences as well as commercial outcomes. He is currently the product owner for the NAB Facebook Messenger virtual assistant, Google Assistant app, and Amazon Alexa skill.

  • Chatbots in FMCG: Unleashing chatbots to automate instantaneous responses to customer queries
  • Chatbots in E-commerce and Retail: Disrupting traditional retail with novel and hyper-personalized shopping experiences
christian-mcgilloway-rounded Christian McGilloway
Chief Technology Innovation Officer
Retail Zoo
retail-zoo-logo-2
  • Chatbots in Government Agencies: Further enhancing the interactions between citizens and the government
Afternoon Refreshments & Networking Session
3:15pm Augmented and Virtual Reality: The Next Major Revolution for the Customer Experience

  • Transforming how customers interact with your brand and products
  • Leveraging on the power of AR & VR to respond to consumers’ increasing demand for novel and emotionally engaging experiences
  • Creating a differentiated and personalized shopping experience for your customers
Joe-Millward-rounded Joe Millward
Innovation Manager
TAFE NSW
3:45pm Hyper-Personalization: Delivering Powerful Personalized Experiences with Data, Analytics, and AI

  • Why Hyper-Relevance is the new baseline for success for addressing customer demands for tailored experiences.
  • How the combined forces of Predictive analytics, AI, and machine learning provide a hyper-relevant capability that is delivered in real-time using digital devices
  • Moving from a personalization strategy to delivering contextual, real-time, and hyper-relevant interactions
4:15pm Getting Ready for Voice Apps & VoiceBots: Voice as the next disruptive technology that application leaders must contend with across apps and devices

  • Voicebots for automation and retail – how brands are creating voice assisted bots for making purchases, providing product suggestions or extending brand experience with services
  • Eliminating customer pain points and elevating customer service through easy, frictionless two-way communication
  • Moving ahead of the competitors by placing a premium on customer convenience and gaining a piece of their mindshare
jeff-gibb-rounded Jeff Gibb
Senior Business Development Manager
Amazon Alexa
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4:45pm Closing Remarks by Forum Chairperson   
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Champagne Networking Session

Enjoy a glass of champagne whilst networking with other like-minded individuals on topics that are of most interest to you and fellow delegates.

 21 June 2018, Thursday 

TIME AGENDA

Day 2 Morning – 21 June 2017

Gaining an Edge with AI-powered innovations in Marketing and CX

While AI has shown it has immense potential and burgeoning prospects in the marketing and CX spheres, the practical applications we already see today in precision targeting, dynamic ad creation, and marketing automation are just the tip of the iceberg. As the new frontier, AI is capable of powering more revolutionary solutions and innovations that can transform the industries and redefine the relationship between consumers and brands.

Day two of the forum will delve deeper into strategies to leverage on AI and Predictive Intelligence to improve campaign analytics, digital asset management, and insight collection. The following sessions will then continue discussing leading local and global examples of brands that have jumped on the AI bandwagon and reaped massive rewards in content marketing and ad buying decisions. These sessions allow delegates to learn from our top-notch speakers and tap into exclusive insights, case studies, and solutions to create effective and customer-centric plans.

Day two of the forum will then proceed with a series of exciting panels and fireside chats, engaging and guiding delegates in preparing their workforce and data infrastructure for AI adoption. This session in the event will benefit delegates by ensuring that they are well-equipped to handle the impediments to new business and operating models, and derive long-term and sustainable benefits.

9:00am Forum Introduction and Day 2 Highlights by Chairperson 
lisa-bouari-rounded Lisa Bouari
Director & Co-Founder
outThought
outThought
9:15am CMO Panel: How Organizations Are Gaining an Edge with AI in Marketing

  • Building your digital capabilities to serve the next generation customers
  • Identifying and effectively handling major management hurdles and risk in AI adoption
  • Restructuring your business model to enable seamless incorporation of AI
Robert-Kinkade_rounded Robert Kinkade
Co-Founder
CX360
Robert Kinkade specializes in helping large organizations accelerate customer experience and digital transformation. Robert has hands-on startup experience and previously led EY’s Digital Operations Practice across the Asia Pacific, and led Accenture’s Digital Customer Practice for Australia and New Zealand.

Robert has worked in retail, consumer, travel, automotive, financial services, insurance and public sectors. He has been recognized as one of the top omnichannel leaders in Australia by helping senior leaders develop winning strategies and transformations to embrace the changing tech landscape – moving from being digitally disrupted to disruptor.

Robert is a co-founder of CX360 – A specialist organization helping large enterprise clients transform customer experience across people, process, tech, and culture

male silhouette Will Scully-Power
Co-Founder & CEO
PASCAL
pascal logo
10:15am How to Use AI, Predictive Intelligence and Machine Learning to Deliver the Right Message to the Customer at the Right Time

  • Capitalizing on Machine Learning applications and sophisticated analytics to micro-segment customer groups
  • Monitoring customers’ behavior, profiles and patterns in real time to discover deeper, more powerful actionable insights
  • Providing more personalized and tailored customer service and marketing content to different customer segment groups and reducing marketing waste
  • Best practices in leveraging on Machine Learning to minimize customer loss and optimize retention
Morning Refreshments & Networking Session
11:00am
AI & Content Marketing: Utilizing AI and Predictive Analytics in Curating Personalized Content

  • How AI aids content marketers in narrowing the gap in content discovery through predictive intelligence
  • AI-created content that is both actionable and efficient to appeal to changing customer demands and preferences
  • Smart Content: Self-aware, self-adjusting and enhancing its discovery and engagement from inception.
yves-bergquist-rounded Yves Bergquist
Project Director, Data & Analytics Entertainment Technology Center
University of Southern California
University of Southern California
Yves is a data scientist and the CEO of AI engineering firm Novamente, which builds Artificial General Intelligence applications for clients including DARPA, IARPA, Raytheon, NIH, the CDC, and Intel. Novamente is the AI developer behind Aidyia, an autonomous AI hedge fund, as well as Hanson Robotics’ “Sophia”, profiled around the world. The Novamente team manages the OpenCog Foundation, which aims to develop open source, neural-symbolic Artificial General Intelligence, and is a practice leader in AGI across the world.

Yves is also the founder and director of the “Data & Analytics” Project at USC’s Entertainment Technology Center, where his team develops next-generation AI and machine learning applications for the media and entertainment industry. He also oversees the development of “Corto”, the world’s very first AI-driven knowledge engine for the media and entertainment industry.

At ETC, Yves and his team manage a half dozen research and development projects applying advanced AI and machine learning methods to the challenges facing the entertainment industry, including semantic audience intelligence, semantic “content genomics” and classification using deep neural networks, data-driven windowing/scheduling, and AI-driven post-production. The Data and Analytics Project is also working on applying machine intelligence to model algorithmic structures of narrative and “interestingness” in film.

11:30am Case Study: How Artificial Intelligence is Utilized for Ad Buying Decisions

  • How AI proves to be significantly more effective than media agencies
  • Customized media buying strategies for each of your product line for the best possible returns
  • Seeing greater sales uplift and conversion with lower ad investments
Networking Luncheon
1:00pm Editor’s Panel: The Future of Marketing, Media Creative Industries with AI and Machine Learning

  • How AI will impact marketing, advertising, consumers, and the futures of business and work
  • Coming to terms with and taking advantage of the potential power of data-driven approaches to marketing decision making
  • Shifting mindsets: Working collaboratively with AI to increase efficiency and productivity and drive goal-oriented results
timothy-whitfield-rounded Timothy Whitfield
Head of Operations and Technology
GroupM
GroupM_Hero_Logo_RGB_png
Tim Whitfield stands at the forefront of the fastest moving media industry trend: programmatic media. He’s spent the past thirteen years honing his skills by developing third-party ad-servers and campaign stewardship systems and has now helped position Xaxis as a leader in the public programmatic space.

A calculated risk-taker with deep tech industry knowledge, Tim has been the director of operations and managed a large number of enterprise customers. Tim is recognized as a forward thinker in the areas of automation of operations, systems design, and infrastructure design.

Tim is the key contributor to the IAB’s Brand Safety Council of Australia which is tackling the problem of Brand Safety and Ad-Fraud in the Australian Market. Ad-Fraud is described as war between good and evil and war that is being fought and won.

Tim holds an engineering degree in optoelectronics from Macquarie University. He is a former developer with 15+ combined years of experience in the media and technology arenas. Tim is a valued speaker on programmatic events and can often be seen hosting a Programmatic 101 lecture at various events.

darren-woolley-2-rounded Darren Woolley
Founder & Global CEO
TrinityP3 Marketing Management
TrinityP3-logo-2017
Darren is considered a thought leader on all aspects of marketing management. A Problem Solver, Negotiator, Founder & Global CEO of TrinityP3 – Marketing Management Consultants, solving the six major challenges facing marketing. He is also a founding member of the Marketing FIRST Forum and Author and Past-Chair of the Australian Marketing Institute, Ex-Medical Scientist and Ex-Creative Director. And in his spare time he sleeps.
irina-hayward-rounded Irina Hayward
Head of Digital & Direct Strategy
BMF Australia
2:00pm Fireside Chat: Building Next Gen Marketing and CX Data Infrastructure

  • How advances like cloud computing allows businesses to tap into big data without heavy investments in massive on-site storage and data processing facilities
  • Investing in 4 key infrastructure elements: Data collection, data storage, data analysis, and data visualization
  • Best practices in maintaining your data infrastructure to derive long-term and sustainable benefits
ian-tho-rounded Dr. Ian Tho
Executive Director
Azurium Analytics, Ferrier Hodgson
Azurium Analytics_Logo

Dr. Tho has over 2 and a half decades of experience with a wide range of organizations in Australia, Asia, and the United States. He is the global lead for customer analytics at Azurium Analytics, the consulting arm of Ferrier Hodgson. Immediately prior, Ian was the Head of Analytics for Coles (Wesfarmers Group) where he was intimately involved with developing insights for Coles using data from over 24 m Australians. He has worked with include iconic brands, and most recently with Country Road, JB Hifi, KMart, Target, Bunnings, Blue Illusions, Shell and Sandvik Global Mining. Dr. Tho has extensive experience in fast moving consumer retail analytics, risk analytics with banking and in healthcare, developing patient care outcomes with both government and private, tertiary care healthcare providers whilst working with Deloitte Consulting and Accenture. He has a special interest in semiotics and holds a Ph.D. in actuarial risk, an MBA (strategic marketing), and a Bachelor of Engineering from the University of Melbourne.

Afternoon Refreshments & Networking Session
3:15pm Marketing Data Scientist Panel: Creating a Data-Driven Customer Experience Culture

  • Discovering massive benefits of evolving to data-driven CX: Enhancing revenue generation, enabling cost reduction, and accelerating process efficiencies and quality improvements
  • How to achieve greater alignment of people, processes, and technology across enterprises to implement data-driven CX
  • Gaining top management buy-in on the importance of enterprise-level data analytic for supporting brand and customer-focused initiatives
tim-rich-rounded Tim Rich
Head of Marketing
Toyota Financial Services
toyota financial services_logo
Tim Rich is Head of Marketing at Toyota Financial Services, Australia’s leading automotive financial services brand. A commercially minded senior marketing professional with a focus on marketing investment efficiency and organizational value add Tim and his team is responsible for managing the customer experience, digital, brand and marketing communication functions across Toyota’s automotive Finance, Insurance and Fleet categories. Within one of the most dynamic industry segments, financial services are increasingly being used to enhance the automotive customer experience.

He has over 20 years experience in senior marketing executive roles. Prior to joining Toyota Financial Services, Tim worked for leading brands including Telstra, Sony, Electrolux and Toyota Motor Corporation Australia. Tim’s experience with Toyota included 3 years with the parent company in Tokyo, Japan. This unique Toyota automotive experience has embedded the ‘Toyota Way’ and Kaizen managerial approach into Tim’s business DNA.

4:15pm Panel: Attaining Employee Buy-in and Minimizing Change Resistance for Enterprise-Wide Adoption of AI

  • Recognising how AI will transform the workforce and how best to harness it to enhance performance and improve productivity
  • Communicating the true objectives and value of AI, minimizing resistance and alleviating associated concerns to encourage employee adoption of AI
  • Best practices to transform your business model to facilitate the integration of Humans and Technology and build a technology-first culture
  • Providing holistic training to allow employees to work better with AI applications
5:15pm Closing Remarks by Conference Chairman, David Francis   

Future Customer Experience and Marketing Forum with AI, Predictive Analytics and Chatbots Post-Forum Workshops – 22 June 2018, Friday

Workshop Timetable: Workshop A will run from 9:00 am – 12:30 pm with a mid-morning and luncheon breaks. Workshop B will run from 1:30 pm – 5:00 pm with a mid-afternoon refreshment break. Registration begins 30 minutes before each workshop commences.
TIME AGENDA
9:00 am – 12:30 pm

Post-Forum Workshop A: Building and Designing a Chatbot in 3 Hours

  This workshop provides an introduction to chatbot development. Taking a rapid prototyping and lean development approach in chatbot creation, it will debunk the notion that building a chatbot requires major financial and time commitments. The workshop leaders will guide delegates step-by-step on how to build a chatbot from scratch in less than three hours. The delegates will first start out with creating the main parts of any chatbot: the muscles (technology stack) and the brain (machine intellect) before proceeding with adding some customizations unique to their use cases.
1:30 pm – 4:30 pm

Post-Forum Workshop B: Advanced Marketing Predictive Analytics: Using Human Data and Insights to Transform Marketing, CX, and Personalization

 

By learning from businesses’ abundant historical data, predictive analytics provide something beyond standard business reports and sales forecasts: Actionable predictions for each customer. This workshop will provide delegates with the techniques, tips, and pointers crucial in running a successful predictive analytics and data mining initiative. Learn from the leading experts on how to strategically position and tactically deploy predictive analytics and data mining at your organization, bridge the prevalent gap between technical understanding and practical use, and create an effective predictive model to aid in building unique competitive advantages for CX and marketing.

yves-bergquist-112x128

Yves Bergquist
Project Director, Data & Analytics Entertainment Technology Center
University of Southern California

University of Southern California
Yves is a data scientist and the CEO of AI engineering firm Novamente, which builds Artificial General Intelligence applications for clients including DARPA, IARPA, Raytheon, NIH, the CDC, and Intel. Novamente is the AI developer behind Aidyia, an autonomous AI hedge fund, as well as Hanson Robotics’ “Sophia”, profiled around the world. The Novamente team manages the OpenCog Foundation, which aims to develop open source, neural-symbolic Artificial General Intelligence, and is a practice leader in AGI across the world.

Yves is also the founder and director of the “Data & Analytics” Project at USC’s Entertainment Technology Center, where his team develops next-generation AI and machine learning applications for the media and entertainment industry. He also oversees the development of “Corto”, the world’s very first AI-driven knowledge engine for the media and entertainment industry.

At ETC, Yves and his team manage a half dozen research and development projects applying advanced AI and machine learning methods to the challenges facing the entertainment industry, including semantic audience intelligence, semantic “content genomics” and classification using deep neural networks, data-driven windowing/scheduling, and AI-driven post-production. The Data and Analytics Project is also working on applying machine intelligence to model algorithmic structures of narrative and “interestingness” in film.