Part of the World's Leading and Longest Running Automation Series
25 - 27 February, 2020
| Novotel Sydney Central, Sydney, Australia
Conference Day One: Wednesday, 26th February 2020
8:30 am - 9:00 am
COFFEE AND REGISTRATION
9:00 am - 9:10 am
Conference Opening
Mike Khan -
Executive Director,
Business Transformation Team, Client Engagement Australian Taxation Office
Mike Khan
Executive DirectorBusiness Transformation Team, Client Engagement Australian Taxation Office
9:10 am - 9:50 am
KEYNOTE SPEAKER: Key Considerations To Thrive In the Era of Digital Transformation and Successfully Drive Value and Growth through Intelligent Automation
Mike Khan -
Executive Director,
Business Transformation Team, Client Engagement Australian Taxation Office
As organisations mature their Automation and Digital Transformation practices, they’re putting their foundations to the test to either scale their technology or lag behind. In this session, Mike shares his vision for the future of Intelligent Automation and the numerous factors that enable a successful and resilient Digital Transformation strategy. Specifically, he moves beyond rudimentary RPA use cases to leverage emerging technology to their true potential in driving deeper value and growth.
Key Themes:
- Aligning leadership and stakeholder buy-in to deliberate an organisation-wide digital transformation strategy
- Setting strategic goals and monitoring progress to identify opportunities for Intelligent Automation and integration of pioneering technologies of the future
- Capitalising on synergies between emerging technology to deliver highly differentiated products and services that drive growth and value
Mike Khan
Executive DirectorBusiness Transformation Team, Client Engagement Australian Taxation Office
9:50 am - 10:30 am
PANEL DISCUSSION: Using Data-Driven Decisions to Prioritise Improvement Opportunities and Drive a Sustainable and Profitable Enterprise-Level Automation Strategy
Sandeep Bhalekar -
Former Vice President, Corporate Audit (Data Science & Automation),
Bank of America Merrill Lynch
Joe Ahmad - Process Automation Manager, Momentum Energy
As we progress toward enterprise-wide automation adoption, many face common challenges in prioritising opportunities for improvement and coordinating interdependencies across multiple automation initiatives. Join this panel discussion as leaders share best practices in driving a resilient and profitable enterprise-wide Automation Strategy. They also share key insights and lessons learnt to deliver consistent management and governance processes across their Automation Program.
Key Themes:
- Utilising data to uplift decision-making outcomes and prioritise investment outcomes that maximise ROI
- Developing a robust operational and governance framework to drive standardisation and optimisation
- How Automation Centre of Excellence disperses best practices, insights and analytics across the organisation to drive sustainable and continuous improvement
Sandeep Bhalekar
Former Vice President, Corporate Audit (Data Science & Automation)Bank of America Merrill Lynch
10:30 am - 11:00 am
Speed Networking
11:00 am - 11:30 am
MORNING TEA
MATURITY TRACKS
The conference will break into two tracks to give you the opportunity to select your level of maturity on the Automation Journey. Bring your team to take advantage of the streams!
STREAM A: SCALING RPA AND INTEGRATING INTELLIGENT AUTOMATION
11:30 am - 12:00 pm Schneider Electric Case Study: Strengthening Digital Workforce Capabilities to Enable Organisation-Wide Automation and Innovation Adoption Medha Datta - Operational Excellence Manager, Schneider ElectricTo optimise the value of RPA and Intelligent Automation, it is crucial to accurately map skills across the human and robotic workforce. In this session, Medha shares Schneider’s journey in driving a digital cultural transformation and educating employees to better understand drivers of digital experience.
Key Themes:
- Successful cultural change initiatives to build the skills and capabilities of your digital workforce
- How Schneider’s ‘Launch and Learn’ Programs are driving employee engagement and confidence measures from 50/50 to 80/20
- Uplifting digital capabilities and cross-disciplinary collaboration within individual business units
STREAM A: SCALING RPA AND INTEGRATING INTELLIGENT AUTOMATION
12:00 pm - 12:30 pm ING Case Study: How ING is Scaling Its RPA Development to Drive Resource Efficiency and Significant FTE Cost Reductions Michael Magee - Robotic Process Automation Lead, ING AustraliaING is committed to uplifting their Automation programme to streamline processes and deliver value-added products and services to their customers. In this session, Michael shares the lessons learnt throughout ING’s RPA expansion initiatives and how they are leveraging process and cost efficiency.
Key Themes:
- Uplifting technical capabilities and talent to support Automation scalability
- Best practices and lessons learned from identifying scripts to automate the right processes and reduce challenges in the delivery pipelines
- How ING is leveraging learnings to up-skill their bot workforce with cognitive analytics capabilities
STREAM A: SCALING RPA AND INTEGRATING INTELLIGENT AUTOMATION
12:30 pm - 1:00 pm Xinja Case Study: How Xinja is Planning Their Automation Programme For Scalability to Drive Customer Satisfaction and Regulatory Compliance David Nichols - Co-Founder and General Council, XinjaAs one of Australia’s first digital neobanks, Xinja is taking automation and emerging technology in its stride to drive more value to its customers. In this session, David, shares his deep insights on Xinja’s technology providers and its journey in developing a scalable solution architecture. Specifically, he shares lessons learnt from managing and integrating 100 providers and vendors to keep across regulations and achieve aggressive growth of over 40,000 customers in 2 years.
Key Themes:
- How Xinja is successfully scaling intelligent automation to become a fully-fledged, agile digital bank
- Developing robust vendor assessment and management procedures to ensure regulatory compliance and vendor performance
- How Xinja’s cloud platform integrates API-driven architecture and SAP’s Open Banking readiness to deliver data-driven customer experience
STREAM B: MATURING THE ADOPTION OF INTELLIGENT AUTOMATION
11:30 am - 12:00 pm Energy Australia Case Study: Integrating Machine Learning and AI into Existing Self- Service Platforms to Enhance Customer Experience Hoang Thai - Lead Data Scientist, Energy AustraliaDelivering a 360 approach to enhance customer experience entails a complex, multi-channel supports system. In this session, Hoang shares his deep insights on leveraging intelligent features to bolster Energy Australia’s renewed customer value model. Deep-dive into the numerous factors that enable or inhibit a successful Intelligent Automation strategy.
Key Themes:
- How Energy Australia is using Machine Learning to improve accuracy of delivering comparative analysis and managing complex variables
- Rectifying process fragmentation to drive efficient processes and ultimately create a seamless customer experience
- Leveraging predictive analytics to understand customer needs and deliver tailored product recommendations to customer’s month to month energy usages
STREAM B: MATURING THE ADOPTION OF INTELLIGENT AUTOMATION
12:00 pm - 12:30 pm RACQ Case Study: How RACQ is Bolstering its Intelligent Automation Program to Save More Than 13000 Hours of Handling Time Hoang Thai - Lead Data Scientist, Energy AustraliaRACQ is leveraging AI and machine learning to drive their cognitive automation strategy and improve member experience. In this session, Suneth shares insights from his oversight over RACQ’s Innovation and Automation initiatives, which are uplifting service outcomes and growth, through upskilling their existing workforce to highervalue activites.
Key Themes:
- NLP use cases, such as voice to text and voicebox, to reduce member request handling time and mobilise workforce to value-added activities
- How RACQ is developing an Automation CoE to progress their Automation Strategy to identify member needs and provide consistent customer outcomes
- Developing Attendant bots to improve quality of service and member satisfaction
STREAM B: MATURING THE ADOPTION OF INTELLIGENT AUTOMATION
4:00 pm - 4:30 pm ANZ Case Study: How ANZ is Maturing in Automation Practice to better serving customers and improve their experiences Louis Liu - Data Scientist Chapter Lead, ANZFinancial services have been heavily involved in driving Digital Transformation and are amongst the first adopters of RPA solutions. With this, ANZ is leading this space in furthering its Automation journey through embedding RPA with other automation and emerging technologies to drive more value to their stakeholders. In this session, Louis shares his deep insights around automation to improve the accuracy and consistency of customer outcomes.
Key Themes:
- How ANZ is leveraging automation to manage scope and high volumes of complaints and requests to significantly reduce resolution timeframes from months to hours
- Embedding cognitive analytics and machine learning into validation processes to drive twofold increase in accuracy and confidence levels
- Using NLP in ANZ’s complaints handling processes to leverage predictive analytics and effectively identify recurring issues
1:00 pm - 2:00 pm
LUNCH BREAK
PROBLEM SOLVING ZONE
The conference will break out into individual tables to discuss common pain points of scaling and maturing the Automation practice.
Join a streamed problem solving zones to participate in a dynamic outcomes-focused discussion around your pressing challenge
Zone A
2:00 pm - 3:30 pm Process Analysis & Optimization Michael Magee - Robotic Process Automation Lead, ING AustraliaJoin this discussion to focus on standardising and optimising processes to support automation and process efficiency.
Key Themes:
- Overcoming pipeline issue through identifying scripts and backlogs
- Re-designing processes to decide the correct process to automate
- Improving customer outcomes and cost efficiency through uplifting workflow capacity
Zone B
2:00 pm - 3:30 pm Creating a Sustainable Strategy for AI Enablement Alan Longmuir - Emergent Technologies Manager, eSolutions, Deakin UniversityJoin this session to successfully develop Emerging Technology PoCs and drive enterprise level solution deployment.
Key Themes:
- Assess and prioritise tools, processes and models to gain consistent and timely support
- Uplifting digital capabilities to ensure ongoing operational resources and management
- Agile use case testing for proactive emergent tech deployment
Zone C
2:00 pm - 3:30 pm Uplifting Automation Capabilities and Educating the Workforce Melissa Bogg - Transformation Director, Automation, BT Financial GroupJoin this session to reduce process fragmentation and improve workflow to sustain team commitment.
Key Themes:
- Federated approach to ensure subject matter expertise and process ownership
- Uplifting capabilities and removing siloes to enable scalable automation delivery
- Education programs to delivery automation solutions that drive true business outcomes
3:30 pm - 4:00 pm
AFTERNOON TEA
4:00 pm - 4:40 pm
PANEL DISCUSSION: Key Considerations in Managing Common Pitfalls and Scaling Your Automation Programme
Puru Rajan -
Automation Manager,
Coles Supermarkets Ltd
Probir Dutt - Automation Evangelist, Group Technology, IAG
Alan Longmuir - Emergent Technologies Manager, eSolutions, Deakin University
Melissa Bogg - Transformation Director, Automation, BT Financial Group
A Capgemini report states only 16% of surveyed businesses had successfully scaled their RPA use cases, suggesting scaling automation continues to be a challenge. As organisations progress to realise cost and process efficiency by scaling RPA use cases, they encounter numerous commercial and technical considerations. Join this session to gain insights on how leaders in this arena are managing common challenges. Listen in on key considerations around governance, delivery, and continuous process updates and management.
Key Themes:
- Driving digital transformation through senior leadership support and education programs
- Lessons learnt and key insights around early cross-department engagement and expectation management
- Leveraging small successes and replicating them in other units by upskilling digital workforce capabilities and developing repeatable templates and best practices
- Creating a ‘Centre of Excellence’ for Automation to coordinate and uplift governance and maintenance initiatives
4:40 pm - 5:20 pm
INTERNATIONAL KEYNOTE: Prudential Corporation Case Study: Building Reusable Business Case and Benefits Realization Models To Rapidly Scale Automation Value Across 12 Regions
Vince has been pushing boundaries around automation and AI at Prudential Corporation with a focus on building cognitive capability and enabling smart straight through processing in legacy environments across 12 regions. In this session, he shares how the automation team is successfully scaling automation adoption and benefits realization across risk, CX, EX and Cost by:
- Taking a blended governance and benefits realization mindset
- His 70-20-10 mantra around blending reusability into business cases to reduce legwork and swift automation opportunity development and uptake
- Effectively navigating challenges around risk assessments and controls by baking governance into automated processes
5:20 pm - 5:20 pm
Conference Closing
Mike Khan -
Executive Director,
Business Transformation Team, Client Engagement Australian Taxation Office
Mike Khan
Executive DirectorBusiness Transformation Team, Client Engagement Australian Taxation Office
