Global Speakers


Lisa Bouari



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 organisations. 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 organisations in Retail, Financial Services and the Public Sector.

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

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Miles Williams

General Manager in Customer Growth


Miles has over 15 years’ experience in leadership, strategy and sales in financial services, with most recent efforts spent on designing and overseeing the people initiatives for Retail Next; a reimagined and incubated people, customer, and environment experience, culminating in what ‘being Bupa’ is and what it will be will beyond 2017. Now 2018 our focus has shifted to using the learning from this program to inform our next steps, Contact NeXt.

CX Panel: What it takes to create the Perfect Customer Experience with AI



Stijn Demeersseman

General Manager Australia Consumer Product Division


Consumer Division General Manager, Stijn Demeersseman is a passionate Xennial driven by transforming businesses and organisations to be sharply focused on succeeding in the ever-changing consumer landscape. In addition to working companies to evolve their business model to meet consumer needs, Stijn is dedicated to driving the brands he works for to take a more of sustainable and a socially aware approach towards the communities in which they operate. Stijn has extensive experience in the European Consumer Goods Industry having held roles at both national and regional levels for both Procter & Gamble and across various locations for L’Oréal. Through this experience, he is keenly aware of the need create personal connections with consumers, and prides himself on creating an environment where his team is empowered to curate holistic customer experiences, drive stronger omni-channel retailer partnerships driving day in day success.

Topic: Hyper-Personalizing L’Oreal’s Marketing Message with AI Cloud Marketing Platform Deployment



Kelly Slessor

CEO & Founder

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.

Topic: Personalizing, Curating and Scaling Content Marketing with AI and Machine Learning

Shop You


Jason Bradshaw

Chief Customer Officer

Volkswagen Group Australia

Topic: Leveraging Data and AI-based Capabilities for social media and text analytics in strengthen Volkswagen’s CX



Nishit Kotecha

Senior Consultant

RMIT University

Workshop B: Applying Deep Learning in Sentiment Analysis



Jo Whyte

City Marketing & Corporate Affairs

City of Melbourne

Topic: City of Melbourne’s Voice Experience with Alexa 

City of Melbourne


Melissa Witheriff

Head of Digital Innovation

CUA (Credit Union Australia Limited)

Topic: CUA case study on How Rosie Helps to Automates Online Customer Experience and Increase its Member Base



Tim Gibson

Head of Operations


CX Panel: What it takes to create the Perfect Customer Experience with AI



Jimmy Wu

Insights, Advanced Analytics Manager

The Coffee Club Australia

Topic: How Brands are Increasingly Tapping into Text Analytics & Sentiment Analysis to Improve Customer Experience Delivery



Bernard Wilson

General Manager Loyalty, Data & Myer Media


Topic: What Tighter European GDPR will Mean for Marketers and CX Professionals



Tony Gruebner

GM Analytics, Insights and Modelling and Exec Sponsor of Personalisation


Topic: Sportsbet Using Machine Learning and AI Capabilities to Improve on Its Customer Experience



Silvio Giorgio

GM Data Science & Strategy, Finance & Commercial Services

Australia Post

Topic: Key tips to imbue your Chatbot with a personality and ensure its conversation resonates with you customers



Peter Ratcliffe

Head of Digital Technology and Innovation

Retail Apparel Group

CX Panel: What it takes to create the Perfect Customer Experience with AI



Nicole McInnes

Managing Director & CMO

OVO Mobile

Nicole has been fascinated with people and how they connect for years and has made a successful marketing career finding the common point between brands, our community and people’s needs and wants. Having been a blogger, opinion writer and multi-award winning creative, Nicole has combined that whimsy with a deep curiosity for data and how it provides people with relevant, engaging and helpful information, and companies with the results to grow sustainably.

With marketing and advertising experience across 22 years, including stints with Amex, Dell, AAPT, Pandora Music and now leading the eHarmony team in Australia, Nicole believes creativity and strategic data insights combined is the best future for marketing. She believes that marketing can enhance people’s lives to the point where it can change the world, especially when your company is built to create human connections.

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Catherine Cherry

Director of Prospect Management

University of Adelaide

Chatbot in Education: Provide personalized learning environment for students



Mike Dudarenok

Regional Director, FCM Innovation Lab (APAC)

Flight Centre Travel Group

Topic: Flight Centre Case Study: Leveraging AI-Powered Chatbot, Savi in Assisting Customers For Better Booking Process and Creating Greater Customer Experience

Flight Centre Travel Group


Paul Grant

A/G Director of Communications, My Health Record

Australia Digital Health Agency

Topic: 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

Australia Digital Health Agency


Tam Phuong Cao

Senior AI Software Engineer

Topic: Case Study: How Carsales Deployed AI Image Recognition Technology for Real Time Ads Targeting



Brian Ng

Former Process Automation Delivery Manager


Chatbot Panel: Is Chatbot Failing? What can be done to optimize its Benefits?



Sarah Posselt

Process Automation Manager




Vicki Wood

Head of Advanced Analytics, Data Enablement and Visualisation

Commonwealth Bank