Frictionless Support, Powered by AI
August 26, 2025
| Free CX Network Webinar Series
Emma Wu
Head of Customer Experience Property Exchange Australia (PEXA)
Emma is a transformation leader and Customer Experience professional, with extensive experience working with organisations to define, implement and embed CX transformation programs. She is passionate about using CX, agile and human-centred design methodologies to facilitate customer-centric cultural change and decision-making across Frontline, Product and Project teams that drive positive customer and business outcomes.
In her current role as Head of Customer Insights & Engagement at PEXA, she leads a dynamic team who bring PEXA’s customers to life across the organisation through sharing customer feedback and data, conducting customer research, and embedding these insights her organisation’s way of working.
Prior to joining PEXA, Emma worked with ANZ for over 10 years across frontline, product, strategy and CX functions, most notably designing, deploying, and embedding ANZ’s Net Promoter System programme of work across all Frontline and Digital channels.
Day One
10:00 AM Panel Discussion: How can AI enhance CX?
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
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