In a world where customer expectations are higher than ever, achieving true delight requires a seamless approach across every touchpoint—from initial contact to post-purchase support. Our opening address will explore how to reimagine service delivery by aligning telephony integration for AI call summarisation and adopting contextual tools to enhance knowledge management and drive consistent CX and finding the right intent.  Megan Papadoupolos, GM, Customer Contact, Bendigo and Adelaide Bank, Director, Bendigo Financial Planning will touch on:

• Explaining how the cloud contact center and automation streamlines routine processes to lift agent productivity measures
• Discuss how AI enables organisations to anticipate customer needs and why exposing AI to agents first approach is working
• Highlight real-world applications like chatbot Ben and recommendations for those starting out on their AI journey – what the premise of the internal shark tank enabled
• Touching on understanding AI guidelines on ethical and responsible use and using AI as a tool to augment agents