Frictionless Support, Powered by AI
August 26, 2025
| Free CX Network Webinar Series
Simon Clarke
Lead - Digital Strategy & Customer Experience Suncorp
Simon holds over 18 years of experience in financial services and have drove digital programs, projects, feature delivery and optimisation for multiple ASX20 companies. His recent stint in product consulting allowed a focus in coaching and transformation of product teams. I love facilitating (and conquering the world via Miro/ Mural) and driving a cross functional team to ripping apart customer problems and using design thinking to organically solve a problem. His passion is to infuse storytelling, pragmatic design, coaching those new to agile design and delivery and being able to blend the ol' desirability, feasibility with business outcomes be it a storycard or a program delivery. He has delivered experiences that have won Canstar innovation awards as well as other external accolades and has a proven ability to drive digital strategy, transform digital banking and delivery on business / digital targets - all whilst keeping customers at the core and heart.
Day One
11:30 AM Smart Support at Scale: How Suncorp Is Using AI and Automation to Enhance Impact
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
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