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Virtual Event: Bots and the Future of Customer Experience

Harnessing the value of AI on your CX strategy

Thursday, 4 February 2021
9:00 AM - 11:00 AM AEDT
Secure Complimentary Pass
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Agenda Overview:

In today’s world, Governments around the world are battling to keep up with the ever-changing demands of their citizens. 

Emerging technologies, like AI-powered chatbots, are helping organizations provide quicker resolutions and simplify the job of a customer service agent. The reciprocal relationship between humans and technology is critical to success.

While speed is important, it is equally important not to lose the human touch that many citizens still desire. Being able to balance speed and personalization will lead to increased customer satisfaction levels. Curating the right data and content is also critical to successfully leveraging bots. Now is the time for organizations to get ahead of the CX challenge before they get left behind.

Our Virtual Bots and the Future of Customer Service Summit is set to take a look at how future-facing organisations are using Chatbots to enhance their CX, decrease costs and increase revenues. Join us to explore latest trends, hear relevant case studies, examine what is working best, and provide key take-aways for you to share with your organisation.

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Key Takeaways:

Insights from pioneers in the industry that are helping to shape the future of chatbots

Tap into learnings from government case studies about how bots can be used to strengthen and facilitate communication

Discover strategies to effectively design your Customer Experience Strategy and understand the impact chatbots and AI have on the Customer Journey

Examine opportunities and address persistent barriers to implementing bots in your organization

Meet The Expert Speakers

Tanya Hannah

Chief Information Officer & Director
Department of Information Technology, King County, Washington (US)

Steve Blunt

General Manager
Automation & Innovation Hub, University of Sydney

Jamie Crump

Director, Planning
Education NZ

Prashant Bakshi

Chief Customer Officer
New Zealand Qualifications Authority (NZ)

Tanya Newhouse


Damon Nussrallah

APAC Intelligent Self Service Business Development Executive

Jo Freeman

Digital Lead ANZ
Nuance Communications

Agenda Highlights:

9:00 AM
PSN Welcome and Opening
9:10 AM
Chair Opening
9:20 AM
International Keynote: Responding to a crisis - How King County revolutionised the way they connect with citizens
9:35 AM
Chatbots. The good, the bad and the ugly: Where to from here?
9:50 AM
Government Case Study: Developing & Deploying AI-Infused Chatbot at The University of Sydney
10:05 AM
Zoe: SA’s public health chatbot making a difference
10:20 AM
Government Case Study: Education NZ’s Chatbot Journey: How AI & Chatbots are Transforming the User Experience
10:35 AM
Refreshments Break
10:40 AM
Panel Discussion: Optimising Customer Experience with Chatbots
11:00 AM
Closing Remarks from Chair / End of Session

Register Your Interest

Complimentary to attend

For public sector only

Online event


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