Your Invitation
You’ve been personally selected to attend a festive feast and roundtable discussion with 10 of the most influential CX and Contact Centre Leaders in the country.
It’s a unique opportunity to reflect on the year that was, imagine a brilliant 2024 and go deep on Leveraging AI Capabilities to Predict Customer Engagement, Build Customer Trust, and Empower Employees in a discussion lead by Brent Alexander, National Manager, Customer Relationship Centre at Beyond Bank.
Taking place at the iconic Aria restaurant, you’ll be treated to two hours of award-winning cuisine and intelligent conversation with the stunning backdrop of Sydney Harbour.
This private dining experience is being brought to you by Genesys in partnership with Ashton Media, producers of the region’s leading CX, contact centre, and customer insights events, the Customer 360 Symposium and the Contact Centre Symposium hosted annually in the Hunter Valley, Customer Connect, and The CX Awards.
The Dining Experience
Unmistakably Australian. Quintessentially Sydney. Aria is one of Australia’s finest restaurants and has received many awards over the years. Aria brings together the vision of owners Matt Moran and Bruce Solomon, the best seasonal produce and a world-class wine list in a stunning, art-filled space with sweeping Sydney Opera House and Harbour Bridge views.
With Executive Chef Tom Gorringe having worked closely with Matt Moran to develop a menu that’s driven by the seasons, Aria’s menu champions their shared philosophy of using local produce and supporting Australia’s finest suppliers.
Roundtable Discussion
Leveraging AI Capabilities to Predict Customer Engagement, Build Customer Trust, and Empower our Employees: What Do We Need to Know?
The implementation of AI, whether that be generative, conversational or predictive AI, can have an enormous impact in allowing us to create more personalised experiences for our customers, while also driving greater efficiencies and cost reductions for the business. But what are the key things to consider when integrating AI into our organisations to maximise that impact? And what are some of the barriers we may need to overcome as part of that journey?
Join us for a beautiful three course lunch at Aria Restaurant, where we’ll hear from Brent Alexander, National Manager, Customer Relationship Centre at Beyond Bank as he shares how they’re implementing and leveraging AI capability as part of the next phase of their CX transformation to predict engagement, empower their employees, enhance the experience of their 300,000 customers, and build customer trust.
In an open and collaborative forum moderated by Phill Townsend, Digital and AI Lead at Genesys, you’ll then have an unrivalled opportunity to share ideas and challenges and to learn from your senior peers in customer experience, as we discuss:
- Considering the investment in AI capability, how do you measure the impact it has on the customer experience and demonstrate ROI?
- How can we better leverage developments in AI to elevate the employee experience and better empower our employees?
- What are the some of the barriers we’re facing in integrating AI into our organisations, and how can we overcome those?
- What are the key ethical considerations we need to be mindful of when integrating AI into our CX strategies
Please click the RSVP button below to confirm your place. We look forward to seeing you there and having a great afternoon together.
Your speakers
Brent Alexander
National Manager – Customer Relationship Centre
Beyond Bank Australia
Brent is the National Manager – Customer Relationship Centre at Beyond Bank Australia and is an accomplished senior leader with a 20-year history in the contact centre and technology space. With a multi-disciplinary background in the finance sector that spans across customer experience, sales, operations, quality assurance and workforce management, Brent has significant experience across all facets of contact centre leadership. Operating with a customer focus and continuous improvement mindset, Brent has delivered strategic initiatives and implemented systems that have resulted in notable improvements in customer and employee satisfaction, operational efficiencies, sales and ongoing revenue while leading teams through periods of disruption across several roles.
Phillip Townsend
Digital & AI Lead, APAC
Genesys
Phillip Townsend is a seasoned leader in the field of Customer Experience (CX) with a career spanning over 25 years. Currently serving as the head of Digital and AI at Genesys for APAC, Phill has dedicated his professional life to pioneering innovative solutions that bridge the gap between cutting-edge technology and superior customer interactions. His extensive expertise in the CX landscape has consistently pushed the boundaries of what’s possible, leveraging artificial intelligence to transform the way organizations engage with their customers and empowering businesses to provide personalized, efficient, and exceptional customer experiences. His commitment to advancing AI in CX makes him a sought-after thought leader, and he frequently moderates industry roundtables and speaks at conferences to share his insights and shape the future of customer-centric technology.
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HOSTED BY
WHEN
Thursday, 7th December 2023
12.30 pm – 2.30 pm
| 12.30 pm | Arrival & entrees |
| 12.50 pm | Roundtable Discussion |
| 1.30 pm | Mains served |
| 2.00 pm | Dessert served |
| 2.30 pm | Wrap up and closing comments |
WHERE
Aria Restaurant
1 Macquarie St,
Sydney NSW 2000