Many organisations struggle to balance cost-cutting with delivering great customer experiences. This session will showcase how AI-driven self-service solutions,

automation, and chatbots can reduce operational costs while improving efficiency and satisfaction.

Key takeaways:

• Discover how automation can deflect common inquiries and reduce costs.
• Learn about the ROI of self-service implementations.
• Understand best practices for AI-driven customer interactions

Yuwana Stiani

VP Head of Customer Knowledge & Experience, Zurich Indonesia
Zurich

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Emma Wu

Head of Customer Experience
Property Exchange Australia (PEXA)

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Ruvashan Chetty

Customer Operations Manager
Boral

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As customer expectations continue to evolve, organisations are under pressure to deliver faster, more personalised, and more efficient support. In this session, Zoom will share how its latest AI innovations—across Zoom Contact Center and Zoom AI Companion—are transforming customer self-service, improving agent productivity, and driving better outcomes for businesses and customers alike. Discover how Zoom is embedding AI into the customer journey to create seamless, scalable experiences.

Key takeaways:

• Find out how AI-driven self-service tools reduce resolution time and improve customer satisfaction
• Learn about enhancing live agent support with real-time insights and automation
• Discover the future of integrated communications and AI for unified, customer-first experiences

Sponsored by: Zoom

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Customers today expect highly personalised experiences, even in self-service channels. This session will explore how AI can deliver personalised support, from chatbot

interactions to dynamic FAQs and predictive recommendations.

Key takeaways:

• Learn how AI enables hyper-personalisation in self-service
• Understand the balance between automation and human intervention
• Discover case studies of personalised AI solutions in APAC businesses

In this session, join Simon Clarke from Suncorp as he shares how the organisation is using AI and automation to create smarter, faster, and more resilient customer experiences. With millions of transactions automated and AI embedded across key functions, discover what it takes to transform CX in a large, complex enterprise, and do it responsibly.

Key takeaways:

ver 24M transactions automated, saving 600K+ staff hours

• Gain insights into Insights into Suncorp's enterprise-wide approach to deploying over 100 AI and machine learning models across various functions, including customer service, pricing, underwriting, fraud detection, and claims management
• Learn how Suncorp has automated more than 24 million transactions, saving up to 600,000 hours in a single financial year, thereby enhancing efficiency and allowing staff to focus on higher-value tasks
• Explore the benefits of enhancing conversational AI chatbots, which have quadrupled customer interactions since 2021, handling nearly 1.9 million conversations in FY23, and improving service delivery
• Understand Suncorp's commitment to ethical AI use through the establishment of an AI Steering Committee

Simon Clarke

Lead - Digital Strategy & Customer Experience
Suncorp

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Join CX Network and Lolitta Suffian from Telekom Malaysia as she shares how the company is using AI and automation not just to optimise operations, but to create more meaningful, human-centred customer experiences. Discover how TM is aligning cutting-edge technology with a strong CX vision—enhancing responsiveness, personalisation, and trust at every touchpoint.

Key takeaways:

Find out about AI-powered bots like 'Robin' are automating routine tasks to resolve issues faster and free up human agents for more complex support

Discover the benefits of agent-assist tools which provide frontline teams with real-time insights and recommendations, improving first-contact resolution and reducing customer effort

Learn how predictive analytics can help anticipate customer needs before they arise, enabling more proactive and personalised engagement

Find out about TM's AI-enabled GBS centre, which ensures that end-to-end service delivery is more agile, scalable, and responsive to evolving customer expectations

Lolitta Suffian

Group Head of Customer Experience
Telekom Malaysia Group

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