Aleks Zids
Managing Director
Quest Ignite
09:25
Opening remarks from the chair
AI and the customer–how AI is revolutionising customer engagement
09:30
Examining how Australian businesses are using data to predict consumer choices
- Highlighting the critical advances in machine learning and predictive analytics already increasing customer satisfaction and retention
- Using depersonalised data to deliver high-level predictions of consumer behaviour
- Outlining how customer mobility and a non-linear customer journey can guide the targeting of consumers and increase sales and client acquisition
Michael Allwright
Head of Artificial Intelligence
Frollo
10:00
Panel Discussion: The impacts of AI on the customer experience
This session brings together leaders from a variety of client-facing enterprises to discuss the important role AI plays in developing a superior customer-focused business.
Topics to be discussed include:
- How does content personalisation, through the use of AI, drive predictive analytics and improve your long-term customer retention?
- Is the use of machine learning to gain insights into the customers' user behaviour, preferences, and feedback, truly allowing a more customer-focused experience?
- Matching customers with their next possible sale is one area in which AI-enhanced customer experience management has been a trailblazer. What do you see as the next key area AI will be applied to increase overall customer satisfaction?
- AI obtains and stores vast amounts of your customer's data. What strategies can be used to ensure the data is used accurately and protected?
Moderator:
Kshira Saagar
Chief Data Officer
Latitude Financial Services (ACS top 25 analytics leaders 2020)
Panellists:
Dr David Black
Head of Data Product & Strategy
Flybuys (Loyalty Pacific)
Angela Kim
Head of Analytics and AI
Teachers Health Fund (ACS top 25 analytics leaders 2020)
10:50
Networking break
AI in practice – Insights from across industries
11:10
Putting AI to work in the economy
- Extending the use of AI into new areas to streamline processes and efficiencies
- Examining how machine learning can increase actionable data enabling clearer and more usable service outcomes for both you and your clients
- Understanding the importance of ongoing testing and learning when attempting to roll out a new AI based innovation agenda
Angela Kim
Head of Analytics and AI
Teachers Health Fund (ACS top 25 analytics leaders 2020)
11:40
Partner Presentation
12:10
Using machine learning and data-driven techniques to save on maintenance costs and downtime
- Examining how AI can allow utilities to inspect more of their pipelines annually while reducing down time and the associated costs
- Uncovering how data-driven techniques to make intelligent predictions about failures
- Discussing how AI reduces energy use and operational expenditure while allowing for more efficient use of resources
Bhavika Unnadkat
Head of Data
Momentum Energy
12:40
Transforming the oil and gas sector through the use of big data and AI
- Understanding how digital technologies are driving new levels of industry performance
- Analysing continually accruing data to streamline equipment to reduce breakdowns and increase equipment performance
- Enhancing data streaming, storing and processing capabilities through big data technology
Angela Lam
Chief Information Officer
Shell Australia
13:10
CLOSING REMARKS and conference adjourns