The Ultimate Destination for Customer
Experience, Marketing & Data Professionals!
18-19 Sept, 2024 | International Convention Centre, Sydney
The Data & IT Expo Day 1
Harnessing data and cross-channel integration to maximise customer insights and build trust
The Data & IT Expo | Day One | Wed 18 September 2024
9:15 am - 9:30 am
Conference opening | Opening remarks from The Data & IT Expo Chair
9:30 am - 10:00 am
From Threat to Trust: Exploring best practices for securing your organisation and data against cyber threats
Jihad Zein -
Global Head of governance, risk and assurance group IT,
Toll
- Navigating the continuously changing cyber threat environment and examining the most recent trends in online fraud including AI-powered attacks
- Understanding the expanding scope of regulatory frameworks and their implications
- Establishing digital trust by addressing cyber risks and safeguarding customer data
10:00 am - 10:40 am
Panel discussion | Building collaborative data cultures to enable better data sharing within your organisation
Andrew Spiegelman -
Head of Data Analytics,
Service NSW
Jihad Zein - Global Head of governance, risk and assurance group IT, Toll
Devi Rajcoomarsing - Senior Manager Enterprise Change and Transformation, Transport for NSW
- Developing internal policies and training programs to promote data literacy and collaboration across teams
- Integrating data governance frameworks to ensure security, compliance, and ethical use of shared data
- Facilitating cross-functional workshops and knowledge-sharing sessions to maximize the value of shared data across the organization
10:40 am - 11:10 am
Networking Break
11:20 am - 11:50 am
Case Study | Leveraging Data and AI for Process Automation and Insight Generation
Nipun Sharma -
Enterprise data analytics and AI architect,
Komatsu Australia
- Utilising data and AI to transform business processes, enabling organisations to automate routine tasks and focus on higher-value activities
- Understand the steps involved in developing AI models that can automate processes, including data collection, model training, and deployment
- Learning how advanced data analytics can uncover hidden patterns, trends, and insights that drive strategic decision-making and enhance business outcomes
- How Komatsu uses data and AI to automate processes, reduce costs, and improve efficiency, while also gaining actionable insights
11:50 am - 12:20 pm
Hiring and retaining top data talent: An employee experience perspective for senior data & IT leaders
Andrew Spiegelman -
Head of Data Analytics,
Service NSW
- Crafting job ads that stand out and attract diverse talent, moving beyond generic templates and ensuring inclusivity to avoid alienating qualified candidates who may not fit traditional profiles
- Discovering strategies to make job ads more inclusive, reducing the focus on lengthy qualification lists and encouraging applications from a diverse range of candidates
- Understanding what motivates and engages data professionals, particularly after their first 2-3 years at your organisation to ensure that you are retaining your top talent
- Keeping data talent motivated with interesting projects, and aligning their work with their professional interests and growth opportunities
12:20 pm - 12:50 pm
Case Study | How Healthscope transformed their Patient Experience through qualitative and quantitative data-driven insights
Anita Hodge -
National Manager Reported Experience and Outcomes,
Healthscope
- Implementing open-ended comment style questions in patient discharge surveys to gain unique insights and context for NPS scores
- Learn how analysing patient comments alongside data analytics helps uncover key emotional drivers behind patient experience scores, enabling hospitals to address core issues effectively
- Exploring how these innovative strategies have led to a 25% improvement in NPS and patient experience scores, illustrating the impact of comprehensive feedback analysis on hospital performance
12:50 pm - 1:30 pm
Networking Break
1:30 pm - 2:00 pm
Leveraging Explainable AI for Actionable Insights and CX Improvements
Amin Sadri -
Principal Data Scientist,
ANZ
- Utilising data-driven insights to gain actionable insights that improve customer experience and product offerings, addressing key challenges posed by the executive team
- Understand the importance of AI systems that justify their answers, making insights more persuasive and understandable for managers and decision-makers
- Learn from real-life examples of how explainable AI has been applied to enhance decision-making processes and drive strategic improvements
2:00 pm - 2:30 pm
Case Study | How Lovisa crafts a data-driven communications strategy through their emails, SMS and push notifications
Matthew Stuckings -
CRM & Data Manager,
Lovisa
- Integrating data from various sources that creates a cohesive communication strategy optimising the various channels that your organisation uses for increased customer engagement
- Using data analysics to tailor communications ensuring that the right message reaches the right customer at the right time through the most effective channel
- Using data insights to track and analyse the performance of different marketing strategies interate to maximise effectiveness
2:30 pm - 3:00 pm
Leveraging Data and AI Models for Enhanced Customer Insights and CX
Mahsa Zameni -
Principal Data Scientist,
NAB
- Exploring the foundational steps in creating and deploying data and AI models within an organization, understanding key considerations and overcoming commonly faced challenges
- Leveraging advanced data models to enable faster decision-making, create personalised customer experiences and provide a competitive advantage by swiftly responding to market changes and customer needs
- Discovering the uses of data models to automate manual tasks, increase productivity, reduce costs and gain actionable customer insights, thereby transforming your organisation’s customer experience
3:00 pm - 3:40 pm
Panel discussion | Enhancing the consistency of your customer journeys through cross channel integration
Matthew Stuckings -
CRM & Data Manager,
Lovisa
Nipun Sharma - Enterprise data analytics and AI architect, Komatsu Australia
Anita Hodge - National Manager Reported Experience and Outcomes, Healthscope
- Implementing unified customer identity management to maintain consistency across channels and touchpoints
- Optimising cross-channel marketing campaigns based on insights derived from integrated data
- Measuring cross-channel attribution to understand the impact of integrated strategies on customer engagement and conversion rates
