Frictionless Support, Powered by AI
August 26, 2025
| Free CX Network Webinar Series
Day One
10:00 am - 10:30 am
Panel Discussion: How can AI enhance CX?
Yuwana Stiani -
VP Head of Customer Knowledge & Experience, Zurich Indonesia,
Zurich
Emma Wu - Head of Customer Experience, Property Exchange Australia (PEXA)
Ruvashan Chetty - Former Customer Operations Manager, Boral
Patricia Mulles - Director & Global Head of Partnerships, She Loves Data
Digital transformation has become a game-changer for how companies understand, interact with and enable customers to self serve, and AI - whether it be on the analytics side to understand customers better, or on the engagement side to improve the effectiveness of customer interactions - is now the next exciting step on the journey to aid the efficiency of CX relations.
In this live, opening panel, join us as we discuss how digitization, automation and new AI tools hold the potential to streamline customer experience operations, help companies understand their customers more fully through AI analytics and streamline conversations with clients, improving productivity and reducing call query resolution times even further. How will digital transformation continue to shape the way our customer experience operations run? Our panel as they share their own experiences and anticipations for how CX will evolve from here.
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
10:30 am - 11:00 am
Don't Erase the Human: How Smart AI Is Saving Real Service
Lukas Carruthers -
Head of Customer Experience Sales & GTM, APJ,
Zoom
In a world obsessed with automation, the best customer experiences still come from human connection. Lukas Carruthers, Head of CX Sales & GTM for the APJ region at Zoom, explores how the smartest virtual agents are being built not to replace people, but to support them. Featuring a look at breakthrough innovations in conversational AI that elevate both efficiency and empathy.
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
11:00 am - 11:30 am
Smart Support at Scale: How Suncorp Is Using AI and Automation to Enhance Impact
Simon Clarke -
Lead - Digital Strategy & Customer Experience,
Suncorp
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
11:30 am - 12:00 pm
Elevating Every Interaction: Telekom Malaysia’s Customer-First Approach to AI and Automation
Lolitta Suffian -
Group Head of Customer Experience,
Telekom Malaysia Group
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
