Putting People at the Center of Your AI Strategy

Ben Hancock leads the Digital, Analytics, and AI practice for NiCE across Australia and New Zealand. With deep expertise spanning contact centres, financial services, retail, utilities, and telecommunications, Ben helps organisations transform customer service through analytics, machine learning, and conversational AI. Known for his collaborative approach and systems thinking, Ben is passionate about solving real-world business challenges and guiding teams to adopt AI with confidence — always driven by his guiding principle: “Seek first to understand, and then you will be understood.”

Mousumi Lahiri Roy currently serves as Vice President & Head of Customer Experience & Insights at Aditya Birla Capital, where she leverages her extensive expertise to shape and elevate the organization’s customer-centric strategies. In her role, Mousumi spearheads initiatives aimed at creating a seamless, end-to-end customer journey across all touchpoints, both online and offline, ensuring that every interaction reinforces brand loyalty and customer advocacy. Her deep understanding of Voice of the Customer (VOC) methodologies enables her to gather actionable insights, driving continuous improvement in service delivery and customer engagement. Mousumi’s key projects include the development of integrated customer experience frameworks that align with business objectives, fostering cross-functional collaboration to enhance customer satisfaction.

She has successfully implemented innovative customer feedback mechanisms and incentivization programs that motivate customers to become brand advocates, thereby increasing retention and cross-selling opportunities. Her expertise in designing learning platforms and best-in-class practices ensures her teams are equipped with the latest tools and knowledge to deliver exceptional service.

With a strong background in relationship management, banking, and financial services, Mousumi excels at translating VOC insights into strategic initiatives that improve customer journeys and reduce effort. Her skills in CRM, portfolio management, and business planning underpin her ability to develop targeted, data-driven solutions that drive growth. Mousumi’s leadership in fostering a customer-first culture has positioned Aditya Birla Capital as a trusted financial partner, committed to delivering personalized, engaging experiences that build long-term loyalty and advocacy.

Georgina is a conference director for the CX Network. She is an experienced researcher, conference producer and event host, and has produced award-winning commercial events for some of the world’s largest events houses.