CX FORUMS: 2019 Keynote Speakers

livepro’s fourth annual Customer Experience Knowledge Management Forums are back this year bringing you the best and newest trends in Staff Engagement and Artificial Intelligence!

Returning in 2019 across 4 major cities, a jam packed agenda with 2 Keynote Speakers in each state have varied backgrounds including some creative and amazing minds behind cutting-edge AI technology, state government and industry veterans with a wide range of consulting expertise.

Attendees this year will enjoy keynote presentations from:

Beth Carey | Co-founder and CEO, Pat AI
Topic: ‘AI for Customer Service’

Beth Carey is Co-founder and CEO of Pat Inc, an award-winning Conversational AI platform that provides meaning – the missing piece – to create human-like interactions with machines.

Beth has a history of establishing and growing technology businesses, leading corporate teams at IBM and Fujitsu of over 150 people, and facilitating the world-class IBM Leadership Development program across the Asia-Pacific. She has established and exited an equestrian business and is the Australian lead for global organisation Women in AI.

At Pat Inc, Beth and the team have developed a meaning-based NLU (Natural Language Understanding) algorithm which humanizes conversations with machines. When a machine understands the words in context, an application can leverage structures and characteristics of human language such as context, synonyms and previous conversations. Pat’s AI cloud service for conversation enables businesses to converse in natural language with human-like accuracy on intelligent interfaces. From chatbots, voice assistants, home automation agents, text analytics, translation, to future innovations.

Pat’s origin represents a ‘David and Goliath’ story, as it’s one that demonstrates solving a ‘hard AI’ problem doesn’t always require brute force. Last year, Pat won Best New Algorithm for AI 2018/2019 at the global AI awards and was a finalist in the Bill and Melinda Gates Foundation, XR Education Challenge.

Globally, as a society, we are rapidly transitioning from typing to natural language interaction (text or voice), but technology is still in its early stages of enablement. Gartner’s hype cycle recently showed Deep Learning and Intelligent Assistants at the peak of the hype, plummeting to the trough of disillusionment in the next 2 years. Pat’s vision is to move applications from the AI ‘trough’ to the ‘plateau of productivity’.

AI is set to positively impact every industry, and Beth is passionate about sustainable and ethical AI, as well as diversity in AI. She regularly speaks on AI at academic and industry symposiums, and on Pat’s brain-based theory with Pat Inc Co-Founder and Inventor, John Ball.

Todd Gorsuch | CEO, Customer Science
Topic: ‘Increasing Staff Engagement – Why & How’

Todd Gorsuch is an industry innovator with over two decades of experience leading, managing and growing large customer service and technology outsourcers. He has worked internationally with leading organisations in technology and government sectors.A recognised thought leader, Todd holds an MBA and Bachelor of Science, having attended Stanford University, University of Technology Sydney, and the Australian Graduate School of Management.Todd has a passion for creating and supporting great customer services using intelligent technology and best practices such as Prince 2, ITIL, ISO, Lean Six Sigma and COPC methodologies.

Leanne Robinson – Associate Director at BBB Advisory
Topic: ‘Your customers will only ever love you as much as your staff do’

Leanne’s strength in taking teams and organisations on a journey of business transformation, is successfully demonstrated over a lengthy career of managing and establishing award winning Contact Centres. She is a four time judge in the Auscontact Awards and is passionate about the CX industry.  As a consultant, Leanne uses a range of tools and methodology to support people and organisations to thrive through times of change.  An accredited Coach and Emotional Intelligence assessor, she believes that in order to be truly successful, we need to connect with people, align with their purpose and bring them with us on the journey.

Luke Jamieson | Head of CX and EX at Customer Driven
Topic: ‘Leveling up your organisation with gamification’

Luke Jamieson is a Leader in Customer and Employee Experience, is well-versed in Omni-Channel implementation and transformation. Luke has over 13 years of expertise across the Superannuation retail, outsourcing and profit-to-member sectors. He is passionate about customer and employee experience and is continually innovating service models that have attracted industry excellence awards. In 2013 his team was the ICMI “Global Contact Centre of the Year” for Small to Medium-Sized Centres. The team also accredited with; AusContact, Victorian Contact Centre of the Year 2012, 13 & 16. Luke was also awarded Victorian Contact Centre Manager of the year 2013.

An exciting communicator, key note speaker and thought leader, Luke has been featured in a number of publications including the Wall Street Journal as well as being invited to speak all around the world.

Luke is highly regarded as someone who can transform cultures and frameworks that break the moulds of tradition and has a proven record of positive disruption that has resulted in industry leading employee and customer satisfactions results.

Trisha Print | Senior Consultant at BBB Advisory
Topic: ‘The success formula to engage your employees and customers’

Trisha has over 20yrs experience in workplace training and development, business growth and efficiency, and improving customer experiences. She partners with business leaders and turns attention to strategy implementation at the operational, customer effort, leadership capability and process efficiency levels – “…I close the gap commonly found between business leaders knowing what needs to happen in their business, and the challenges often associated with how it can happen”.

Trish has a continuous improvement and workplace training background, and as a business leader herself, has not only driven business growth for small and large companies, she has also identified and developed leaders for succession planning, and designed and delivered numerous soft and technical skills programs and pathways that leave a legacy of continuous growth with her clients.

She has real success in operational efficiency through review and change methodology, in strengthening leadership ability in organisations, and creating customer quality frameworks that dramatically improve both customer experiences and employee engagement alike.

Trish is recognised as a highly engaging coach, facilitator and assessor in the classroom and online eLearning platforms. She brings a creative people and customer focused approach to her training programs, and to business analysis and improvement, and uses her experiences to work with leaders and frontline managers to accomplish successful and sustainable growth, increased employee engagement and a culture of customer excellence.

Steve Mitchinson | Chief Customer Officer WA Dept of Finance 
Topic: TBA

Steve Mitchinson has worked in a number of roles in the area of customer experience transformation and strategy for over 20 years. After delivering significant operational improvements working with or consulting to some of Australia’s most well-known enterprises in both the public and private sectors, Steve rejoined the Department of Transport in 2015 as Director of Customer Service Delivery for their Driver and Vehicle Service business unit. In February of 2017 he was appointed acting General Manager and leads the Dept. of Transports Customer Experience Steering Committee.

In June of this year Steve was appointed to the newly created position of Chief Customer Officer with the Dept. of Finance to lead to ServiceWA initiative. The initial ServiceWA pilot will deliver 85 face to face services from 5 agencies via the one Service Centre based in Bunbury and connect digital services via

Steve is also a member of the state governments Business and Technology Advisory Committee.

Steve has developed a range of highly effective methods and operational models to ensure that reducing costs, and improving the customer experience and employee engagement are complimentary objectives that can be achieved in harmony.

He is a former Director and National President of both the Australian Institute of Credit Management, and Auscontact, the Australian Contact Centre industry association, and has served on a number of government advisory panels related to business services.

Caroline Shepherd | Senior Consultant at BBB Advisory
Topic: TBA

Caroline has over 25 years’ frontline management experience in customer service and contact centres in a diverse range of industries including telecommunications, credit management, transport, emergency services, government, higher education and utilities.

She specialises in supporting organisations to deliver effective technology solutions through lean process review, identifying and interpreting business requirements and solution selection, to project management and successful implementation using Agile Methodology.

Her experience in technology implementations including telephony (recently CISCO and Genesys PureConnect) and CRM’s (including Microsoft Dynamics and SalesForce) is impressive – on-time, on-budget and no downtime, with 100s of users, and new desks/locations.  She’s experienced in omni-channel, workflow, knowledge management, interaction capture, live chat, case management and dashboards.

Caroline has an engaging, positive and professional approach to working with your team to understand the demand drivers and supply options for your organisation. Using human centred design thinking, she puts the customer and the users at the centre of the decision making process. This approach delivers practical solutions that meet both the customer needs and the organisational strategic objectives, whether that be cost reduction, enhancing the customer experience or organisational restructuring.

livepro team 

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