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 the Executive Director and Co-Founder of outThought, who design, deliver and host Intelligent Virtual Assistants on their cloud platform, built on IBM Watson technology, to organisations in Retail, Financial Services and the Public Sector.

Lisa has been awarded Architect of the year twice in Asia Pacific by IBM for outstanding achievements and has over 15 years experiences in the design and execution of solutions and strategies in the analytics and cognitive computing spaces.

As a regular panellist, speaker and chairperson at industry events, Lisa is across the current trends, pitfalls and direction that the current Virtual Assistant market is forging and is at the forefront of technology and solutions making it happen.

Energetic and fun to work with, Lisa thrives on helping organizations transform their customer service, and capture new revenue generating opportunities via the productive use and best practice approach to successful Virtual Assistant execution.

9:15am The Art of The Possible: Powered by AWS
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.

9:45am 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
Markoss-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.

Morning Refreshments & Networking Session
10:30am
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
Jodie-sangster-rounded Jodie Sangster
CMO AI Program Leader
IBM
ibm
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
Savonne-Wadsworth-rounded Savonne Wadsworth
Digital Service Manager, Customer Operations
Trustpower
trust power
Savonne has successfully developed digital platforms, which support the overall customer experience strategy. Throughout Trustpower’s digital journey, Savonne has placed strong emphasis on channel integration, leveraging sentiment analysis and analytics to map customer behaviour.  Savonne strongly believes that the future for a digital customer experience is by providing quality conversations through incorporating AI to deliver personalised data, increasing deflection rates, along with the support of automation to reduce cost to serve.
Steven-Merchant-rounded Steven Merchant
Manager Customer Experience, Customer Operations
Trustpower
trust power
Steve brings extensive leadership and customer service expertise to the Customer Experience Manager role at Trustpower. Steve recognise’s that high quality, multi-channel and personalised customer service is a strong differentiator in the competitive telecommunications and energy sectors and that customers’ expectations of  connectivity and convenience are increasing exponentially. Previously, Steve has held senior roles in banking, local government and telecommunications, always with a customer service focus and across contact centre and retail environments.
11:30am IP Australia Case Study: Alex the Virtual Assistant for intelligent, 24-hour self-service customer experience

  • Utilising chatbots as part of IP Australia’s holistic digital transformation journey
  • Leveraging on AI and analytics’ capabilties to optimise chatbots operations
  • Shifting focus to conversational commerce and citizen-centric experiences
damian-giuffre-rounded Damian Giuffre
Director of Digital Futures
IP Australia
IP Australia
Damian is passionate about delivering innovative customer focussed solutions and, as a Senior Director within IP Australia’s Innovation and Technology Group, is leading the enhancement of customer facing transactional systems and interaction platforms – including IP Australia’s virtual Assistant “Alex”.

A 10 year career in the Intellectual Property domain, Damian has significant public sector leadership experience across customer operations, business transformation and IT delivery functions. An experienced project manager Damian has delivered major internal and customer facing initiatives.

Damian is leading the strategic redevelopment of key digital assets and digital channels to align with IP Australia’s ICT strategy.

12:00pm NAB Case Study: Virtual Assistants in Financial Services

  • A look into NAB’s virtual assistants on Google Assistant, Amazon Alexa, Facebook Messenger, and nab.com.au
  • The importance of ensuring cross-channel coherence
  • Challenges to scaling virtual assistants
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 organisation 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 more agile 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.

Networking Luncheon
1:30pm Roundtable Discussion
  • Virtual Assistants in Financial Services
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 delivering hyper-personalized customer experiences
Markoss-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.

  • Chatbots in Government Agencies: Further enhancing the interactions between citizens and the government
damian-giuffre-rounded Damian Giuffre
Director of Digital Futures
IP Australia
IP Australia
Damian is passionate about delivering innovative customer focussed solutions and, as a Senior Director within IP Australia’s Innovation and Technology Group, is leading the enhancement of customer facing transactional systems and interaction platforms – including IP Australia’s virtual Assistant “Alex”.

A 10 year career in the Intellectual Property domain, Damian has significant public sector leadership experience across customer operations, business transformation and IT delivery functions. An experienced project manager Damian has delivered major internal and customer facing initiatives.

Damian is leading the strategic redevelopment of key digital assets and digital channels to align with IP Australia’s ICT strategy.

  • Chatbots in personal services: Delivering personalized data and automation for CX
Savonne-Wadsworth-rounded Savonne Wadsworth
Digital Service Manager, Customer Operations
Trustpower
trust power
Savonne has successfully developed digital platforms, which support the overall customer experience strategy. Throughout Trustpower’s digital journey, Savonne has placed strong emphasis on channel integration, leveraging sentiment analysis and analytics to map customer behaviour.  Savonne strongly believes that the future for a digital customer experience is by providing quality conversations through incorporating AI to deliver personalised data, increasing deflection rates, along with the support of automation to reduce cost to serve.
Steven-Merchant-rounded Steven Merchant
Manager Customer Experience, Customer Operations
Trustpower
trust power
Steve brings extensive leadership and customer service expertise to the Customer Experience Manager role at Trustpower. Steve recognise’s that high quality, multi-channel and personalised customer service is a strong differentiator in the competitive telecommunications and energy sectors and that customers’ expectations of  connectivity and convenience are increasing exponentially. Previously, Steve has held senior roles in banking, local government and telecommunications, always with a customer service focus and across contact centre and retail environments.
2:30pm Botsie – The Risk Champion for Bots.

  • Understanding various risk and compliance elements to be considered in each stage of the implementation journey
  • Learning about the regulatory guidance and elements to consider
Anu-Kukar-rounded Anu Kukar
Director Risk Innovation
KPMG
KPMG
Anu brings 17 years of experience across Risk & Compliance management, Governance, Regulatory, Internal Audit, Management Consulting and Tax. She has worked across many industries: Insurance, Bank, Government, Manufacturing, Energy and Telecommunications.

Anu is currently focussed on Risk Innovation, designing and developing new business risk & compliance solutions for new business risks, new ways of doing business and emerging technologies.

She has assisted clients and worked hands-on in industry to identify risks and build solutions to manage them across all types of financial and non- financial risks. The work Anu and her team did around advanced risk management was awarded an Australian Bank CEO Employee of the year award.

Anu is a graduate from Australian Institute of Company Directors (AICD), a Chartered Accountant (ICAANZ) and holds a Bachelor of Commerce in Accounting and Information Systems (UNSW).

Afternoon Refreshments & Networking Session
3:15pm Natural Language Processing – the key to successful & more human-like chatbots

  • How the ubiquity of Natural Language capabilities like sentiments analysis and natural language understanding has finally made conversational applications feasible at scale
  • Improving the customer experience exponentially through communicating in mutually understandable languages and formats
  • How NLP pushes chatbots status quo and enables decrease in time and resources, increase in accuracy and boost in productivity
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 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 push the use of AI and ML to improve the learning experience for vocational training across the entirety of TAFE NSW.
3:45pm 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
TAFENSW_Digital_BLACK-waratah NEW
4:15pm Voice Preparedness: Voice as the next disruptive technology, that brand & product leaders should leverage with across apps & devices

  • What is Voice and how to leverage this for your brand?
  • Voice Experiences for retail – how brands are creating voice assistants for making purchases, product suggestions or extending brand experiences
  • Eliminating customer pain points and elevating customer service through easy, frictionless two-way communication
  • Creating utility for your users, not quick news articles
Tom-Glover-rounded Tom Glover
Strategy Director
VERSA
versa

Tom Glover is passionate about helping local and international brands find their Voice in a digital landscape. Tom leads the strategy and delivery teams within VERSA, Australia’s first enterprise-level Voice experience agency. Founded in 2017, VERSA is an agency that delivers world-class Voice experiences across Alexa and Google Assistant.

Looking forward, Tom is excited about giving more brands a voice whilst leading the adoption of Voice as an industry in Australia.

4:45pm Closing Remarks by Conference Chairman, Lisa Bouari   
5:00pm image-3
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

Lisa is the Executive Director and Co-Founder of outThought, who design, deliver and host Intelligent Virtual Assistants on their cloud platform, built on IBM Watson technology, to organisations in Retail, Financial Services and the Public Sector.

Lisa has been awarded Architect of the year twice in Asia Pacific by IBM for outstanding achievements and has over 15 years experiences in the design and execution of solutions and strategies in the analytics and cognitive computing spaces.

As a regular panellist, speaker and chairperson at industry events, Lisa is across the current trends, pitfalls and direction that the current Virtual Assistant market is forging and is at the forefront of technology and solutions making it happen.

Energetic and fun to work with, Lisa thrives on helping organizations transform their customer service, and capture new revenue generating opportunities via the productive use and best practice approach to successful Virtual Assistant execution.

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

Will-Scully-Power-rounded Will Scully-Power
Co-Founder & CEO
PASCAL
pascal logo
Will is the Co-Founder & CEO of Pascal, a software company that helps organisations understand their customers better and make decisions faster using AI & machine learning. Will also serves on the board of Datarati, Asia-Pacific’s digital transformation & customer journey agency as well as Data Scouts, Australia’s most sought after digital transformation training and recruitment company.

Will started the Eloqua (Oracle Marketing Cloud) software business and the Marketo software business in the Asia-Pacific region, building out the marketing, sales, service and training teams and was responsible for the rapid revenue growth for both businesses across Australia & New Zealand. As a lead course facilitator and subject matter expert in the digital transformation industry, Will is a highly sought after guest speaker at industry events and for executive boards and senior leadership teams on the topic of successful digital transformation.

mark-baartse-rounded Mark Baartse
Chief Marketing Officer
Showpo
Showpo

An experienced online leader, Mark built his first website in 1993. Since then, he has worked as a marketing manager, project manager, programmer, information architect, usability consultant, and copywriter. This gives him an unusually broad view of website management.

Mark’s passion is making online experiences profitable by focusing on users – in a way that measurably and demonstrably adds value to both the user and the business. Mark has excellent skills in online strategy, and expert tactical skills in several key channels including search, analytics, content marketing, and conversion rate optimization. He has been called on to speak on these at leading industry conferences, and teach in structured classroom environments for industry associations.

Mark also has extensive experience in attracting and retaining top talent, having managed teams for almost 20 years.

10:00am Shop You: Pioneering the Future of Shopping with AI

  • Leveraging on AI to deliver a hyper-personalized shopping experience
  • Machine Learning capabilities to gain deeper insights on customers’ preferences and deliver accurate product recommendations
Kelly-Slessor-rounded Kelly Slessor
CEO & Founder
Shop You
Shop You
Kelly Slessor CEO and founder of Shop You is a Digital Retail Strategist specialising in mobile. Kelly began her career with British Telecom, the UK’s largest telecommunications provider. Kelly has spent her career understanding consumer behaviour, simplifying technology and designing the future based on insights and research to drive results for retailers. She has extensive experience working with major clients including Westfield, Woolworths, Fairfax, Showpo, Big W, Suncorp bank, Le Specs, and LendLease right through to SMEs.
Morning Refreshments & Networking Session
11:00am
Using AI to enable a more human understanding of voice of customer data

  • Leveraging on AI to gain a better understanding of customer sentiment and pain points
  • Getting in depth insights through organization and analysis of the conversations with customers
  • Brisbane City Council case study: Moving beyond traditional research to better understand customers
Nicholas_rounded Nicholas Thelkersen-Terry
CEO and Co-founder
cognitiveCX
Cognitive CX
Nicholas Therkelsen-Terry co-founded Max Kelsen in 2015 to provide big data and machine learning services to clients large and small. In his position as CEO, Nick is responsible for designing and executing strategic vision, project design and management, fiscal and legal governance, and team building. Prior to this, Nick was consulting for companies across a range of industries to assist with their technology requirements. Nick holds a Bachelor of Laws and Bachelor of Economics from the University of Queensland.

Nick has a broad range of expertise spanning business, economics, sales, management and law. Nick has a deep theoretical and applied understanding of cutting-edge machine learning techniques, and has been widely recognised as a domain expert in this field. He is a regular speaker at artificial intelligence meetups around the country, and also at conferences such as Gartner ITXPO, NSW Gov DC, Urbanity and IBM Think 2018.

Nick also co-founded CityShape in 2016, an application focused on aggregating property development planning data and serves as its CTO. Likewise, in 2017, Nick co-founded cognitiveCX, a platform for enterprises to analyse and process unstructured data from any source.

Heath_rounded Heath Adams
Director and Co-Founder
CognitiveCX
Cognitive CX
Director and Co-Founder of CognitiveCX & CEO of Dapresy Australasia.

CognitiveCX is a Customer Experience insights and management platform powered by artificial intelligence. The CongitiveCX AI platform unlocks the value of unstructured data or ‘dark data’. Breaking down the information silos that exist in all organisations CognitiveCX provides a single view of the customer.

As a Director and CEO Heath is responsible for guiding and running all facets of the businesses. Heath has a proven executive management track record and over 20 years experience driving sales growth across a broad range of industries. Before CognitiveCX and Dapresy Heath was a Director at a boutique market research company that specialised in VoC programs. Heath believes strongly that a single view of the customer can only be achieved by combining the silos of information that exist both externally and internally to the organisation.

11:30am The future with data fuelled insights & scalable personalisation

  • Best in class data use, insight generation and measurement
  • Scaleable personalisation as the end goal
  • Martech stacks – why some become systems rather than generating insights
  • Upskilling your teams as part of the program
Rowena-rounded Rowena Millward
Director of Client Partnerships
Seven West Media
Seven-West-Media-logo-3
Rowena is globally respected marketing leader with roles for Procter & Gamble, Coca-Cola, Berri, and 16 years with Johnson & Johnson where she was responsible for global marketing & digital transformation, as well as Asia Pacific Vice President for the Vision care businesses.
David-Morgan-rounded David Morgan
Principal
MacMorgan
MacMorgan
David is one of the world’s most senior and experienced marketing professionals with over 30 years global marketing leadership for companies including; Procter & Gamble, Citibank, Samsung, Standard Chartered Bank, Nestle.
12:00pm 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
Tom-Glover-rounded Tom Glover
Strategy Director
VERSA
versa
Tom Glover is passionate about helping local and international brands find their Voice in a digital landscape. Tom leads the strategy and delivery teams within VERSA, Australia’s first enterprise-level Voice experience agency. Founded in 2017, VERSA is an agency that delivers world-class Voice experiences across Alexa and Google Assistant.

Looking forward, Tom is excited about giving more brands a voice whilst leading the adoption of Voice as an industry in Australia.

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

Irina is an accomplished B2C/B marketing professional with over 19 years broad financial marketing experience, client and agency side including: strategic planning, interactive marketing across full channel mix with key focus on ROI.

She specialises in digital & social effectiveness including customer contact framework and segmentation strategy and strongly driven by customer insights through testing and integrated channel optimisation.

Rowena-rounded Rowena Millward
Director of Client Partnerships
Seven West Media
Seven-West-Media-logo-3
Rowena Millward is a globally recognised marketing leader with roles for Procter & Gamble, Berri, and Coca Cola.

This was then followed by 16 years with Johnson & Johnson in Australian, U.S., and global marketing leadership roles. Rowena was responsible for some of J&J’s most loved and most successful brands including; Neutrogena, Band Aid, Roc, Johnson’s Baby, Stayfree, Codral and Sudafed. Rowena left J&J as Vice President, Asia Pacific Visioncare to join MORGAN as a Partner in 2015.

At J&J Rowena was also responsible for developing the next generation global IMC (Integrated Marketing Communications) reporting into the Global J&J CMO leading the internal process re-engineering, and the external integrated Agency restructuring.

As a MORGAN consultant, Rowena is part of the Seven West Media leadership team – Director of Client Partnerships – leading the development of next generation marketing approaches for 7WM and their key clients which include; McDonalds, Suncorp, and Glaxo Smith Kline.

Next generation marketing is a real passion for Rowena, and she is regularly invited to share her thought leadership on the speaking circuit, for leading organisations, and was also invited to contribute to Google’s publication “Winning the Zero Moment of Truth”.

Networking Luncheon
1:45pm AI for accurate, spot-on matching of customers and healthcare providers in the $19.2bn National Disability Insurance Scheme

  • Leveraging on AI to simplify the search process for customers
  • Ensuring customers are matched accurately and efficiently with available supports from registered providers under the National Disability Insurance Scheme
  • Eliminating the paint points and enhancing the overall customer experience
Ivan-Chua-rounded Ivan Chua
CEO, Chairman & Co-Founder
Ximple
ximple

Ivan Chua is the CEO and cofounder of Ximple, a healthcare AI company that develops artificial intelligence technologies to address industry-wide market failures in the disability and aged care industries caused by major reforms in the consumer-directed care model. Outside of Ximple, Ivan teaches IT innovation in the master’s programme at the University of Sydney; leads a team of researchers, engineers and doctors at Vascular Access Robotics in the development of the world’s first portable and fully-automated peripheral IV cannulation device; and advises the executive team at the Center for Artificial Intelligence Development — a think tank in AI.

Somarjun-Chandolu-rounded Somarjun Chandolu
Chief Technology Officer
Ximple
ximple
Somarjun Chandolu is the CTO of Ximple, a healthcare AI company that develops artificial intelligence technologies in the disability and aged care industries. Somarjun leads a team of engineers in the development of the company’s core technologies in information retrieval and artificial intelligence. Outside of Ximple, Somarjun is involved in a research project at the University of Sydney that leverages on technology to address the problem of a lack of global consensus for chronic kidney disease education with a standardisation of patient-education system.
2:15pm Accelerating the data-action momentum : How to get actionable insights from data faster and stronger
kshira-saagar-2-rounded Kshira Saagar
Head of Analytics and Data Science
THE ICONIC
THE_ICONIC_LOGO-B

Kshira Saagar has been with the Analytics/Decision Sciences industry for almost a decade now having worked across Americas, Asia, Europe and more importantly Australia. The bulk of his work has been focussed on developing solutions for the Analytics problem spaces of the Retail, Telecom and Insurance marketing departments at some of the leading Fortune 100 clients. In his other roles, he has enabled decision making through data for clients from the Media, Healthcare, Aviation, Logistics and FMCG organisations.

In his current role at The Iconic, as the Head of Analytics and Data Sciences, he’s responsible for understanding and enabling data driven decision making. Previously at Datalicious & prior to that at Fairfax, he was responsible for institutionalising data-driven analytics across the company’s core competencies and building new-age analytical products for the organisation.

2:45pm Predictive Intelligence: How Predictive Analytics drive decisions in big ways

  • Predictive Analytics massive advantages vis-à-vis marketing and sales forecasting through target marketing and personalized customer experience
  • Optimizing your marketing campaigns and achieving the best conversion ratio possible
  • Identifying valuable leads through data analytics and behavioural analysis
  • Having more granular and accurate tracking of increased data points to easily anticipate trends across channels and enable cross-channel marketing
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
3:30pm Big Data Analytics: How Big Data & Analytics Will Empower the Future of Customer Experience and Marketing

  • Improving capture, collection and analysis of data to its full potential
  • What can advanced analytics provide to marketing decision making?
  • How big data analytics enable better forecasting and strategy building at lower costs, utilize fewer resources and improve return on investment
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.

4:00pm 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
kshira-saagar-2-rounded Kshira Saagar
Head of Analytics and Data Science
THE ICONIC
THE_ICONIC_LOGO-B

Kshira Saagar has been with the Analytics/Decision Sciences industry for almost a decade now having worked across Americas, Asia, Europe and more importantly Australia. The bulk of his work has been focussed on developing solutions for the Analytics problem spaces of the Retail, Telecom and Insurance marketing departments at some of the leading Fortune 100 clients. In his other roles, he has enabled decision making through data for clients from the Media, Healthcare, Aviation, Logistics and FMCG organisations.

In his current role at The Iconic, as the Head of Analytics and Data Sciences, he’s responsible for understanding and enabling data driven decision making. Previously at Datalicious & prior to that at Fairfax, he was responsible for institutionalising data-driven analytics across the company’s core competencies and building new-age analytical products for the organisation.

paul-rybicki-rounded Paul Rybicki
Country Head for Datasparks Australia
Singtel
Singtel_logo.svg

Paul Rybicki is running SingTel’s DataSpark business in Australia. DataSpark is a big data analytics company that generates insights about how people move using telco data. Prior to this role, Paul headed up TV & Content at Optus, where he led content acquisition and OTT, TV and video content delivery across Optus’ mobile and fixed network platforms. Highlights include the purchase of the Premier League for the Australian market, launching the first 24/7 premier league and the first 24/7 cricket channel as well as the launch of an OTT platform.

Paul has previously worked in a range of other senior roles, including Head of Insights at News Corp-owned Pay TV operators in the UK and Australia. Paul also spent a decade in Europe and the Asia Pacific, where he was a strategy consultant for Capgemini, supporting a number of telco and media clients, including the launch of a mobile operator in Bulgaria.

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.

Nicholas_rounded Nicholas Thelkersen-Terry
CEO and Co-founder
cognitiveCX
Cognitive CX

Nicholas Therkelsen-Terry co-founded Max Kelsen in 2015 to provide big data and machine learning services to clients large and small. In his position as CEO, Nick is responsible for designing and executing strategic vision, project design and management, fiscal and legal governance, and team building. Prior to this, Nick was consulting for companies across a range of industries to assist with their technology requirements. Nick holds a Bachelor of Laws and Bachelor of Economics from the University of Queensland.

Nick has a broad range of expertise spanning business, economics, sales, management and law. Nick has a deep theoretical and applied understanding of cutting-edge machine learning techniques, and has been widely recognised as a domain expert in this field. He is a regular speaker at artificial intelligence meetups around the country, and also at conferences such as Gartner ITXPO, NSW Gov DC, Urbanity and IBM Think 2018.

Nick also co-founded CityShape in 2016, an application focused on aggregating property development planning data and serves as its CTO. Likewise, in 2017, Nick co-founded cognitiveCX, a platform for enterprises to analyse and process unstructured data from any source.

Heath_rounded Heath Adams
Director and Co-Founder
CognitiveCX
Cognitive CX

Director and Co-Founder of CognitiveCX & CEO of Dapresy Australasia.

CognitiveCX is a Customer Experience insights and management platform powered by artificial intelligence. The CongitiveCX AI platform unlocks the value of unstructured data or ‘dark data’. Breaking down the information silos that exist in all organisations CognitiveCX provides a single view of the customer.

As a Director and CEO Heath is responsible for guiding and running all facets of the businesses. Heath has a proven executive management track record and over 20 years experience driving sales growth across a broad range of industries. Before CognitiveCX and Dapresy Heath was a Director at a boutique market research company that specialised in VoC programs. Heath believes strongly that a single view of the customer can only be achieved by combining the silos of information that exist both externally and internally to the organisation.

5:00pm Closing Remarks by Conference Chairman, Lisa Bouari   

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.
lisa-bouari-rounded Lisa Bouari
Director & Co-Founder
outThought
outThought
Lisa is the Executive Director and Co-Founder of outThought, who design, deliver and host Intelligent Virtual Assistants on their cloud platform, built on IBM Watson technology, to organisations in Retail, Financial Services and the Public Sector.

Lisa has been awarded Architect of the year twice in Asia Pacific by IBM for outstanding achievements and has over 15 years experiences in the design and execution of solutions and strategies in the analytics and cognitive computing spaces.

As a regular panellist, speaker and chairperson at industry events, Lisa is across the current trends, pitfalls and direction that the current Virtual Assistant market is forging and is at the forefront of technology and solutions making it happen.

Energetic and fun to work with, Lisa thrives on helping organizations transform their customer service, and capture new revenue generating opportunities via the productive use and best practice approach to successful Virtual Assistant execution.

Paul-van-der-Linden-rounded Paul van der Linden
Co-founder & Director
outThought
outThought
As an energetic technologist, Paul has a passion for finding innovative solutions that deliver the best possible outcomes for organisations, both small and large. He has a particular interest in chat bots, Natural Language Processing (NLP) and emerging AI technologies, including voice only interfaces, the use of avatars in virtual assistants and Audio Feature Extraction.

Paul co-founded outThought with a mission to make virtual assistants and chat bots, AI and NLP systems accessible to companies of any size. Using its own Virtual Assistant Platform, built on best-of-breed AI technologies such as IBM Watson, outThought delivers virtual assistants to organisations in retail, financial services and the public sector, to cost effectively provide exceptional customer experiences that drive revenue growth and cost savings

Paul has previously led the IBM Watson architecture group for Australia & New Zealand and has been recognised as one of IBM’s top technical leaders. He has hands-on experience delivering systems including chat bots, machine learning, natural language processing, deep Learning, information management systems and immersive simulators.

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.

William-Yeoh-rounded William Yeoh
Director for IBM Centre of Excellence in Business Analytics
Deakin University Australia
logo Deakin
Dr William Yeoh is the Director for IBM Centre of Excellence in Business Analytics at Deakin University Australia. His main research interests include Business Intelligence and Analytics, AI, Data Mining, Information Quality, Enterprise Systems, Cloud Computing & Crowdsourcing. His research are supported by various funding bodies and have appeared in high-tier journals (A* & A journals) and top five IS conferences (eg. ICIS). Dr Yeoh has won numerous awards including the 2017 ICT Educator of the Year Gold Award (awarded by the Australian Computer Society ACS – the Australia’s premier ICT professional association), internationally-competitive IBM Faculty Award that rarely bestowed on Australian-based academics, Deakin’s Vice-Chancellor Award, and Faculty Excellence in Research Award.