Part of the World's Leading and Longest Running Automation Series
25 - 27 February, 2020
| Novotel Sydney Central, Sydney, Australia
Conference Day Two: Thursday, 27th 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
INTERNATIONAL KEYNOTE: Key Considerations of Scaling your Automation Programme and Integrating Machine Learning and Artificial Intelligence Capabilities
Shivangi Kamath -
Head of Quality Management & Process Improvement, Process Excellence Group,
TataAIG
As organisations mature their Automation practices, they’re putting their foundations to the test to either scale their RPA or lag behind. In this session, Shivangi shares her insights on managing the common pitfalls in scaling and maturing Automation practices and driving continuous process improvement. Specifically, she shares how they’re rectifying and upgrading existing RPA solutions to deploy Automation use-cases at scale.
Key Themes:
- Ensuring IT and process readiness to overcome common barriers to achieving scale
- Case study on real benefits of Machine Learning
- Developing an overarching governance and quality framework to maximise benefits of Automation
- Using RPA as a gateway to maturing Intelligent Automation strategies: building the right blocks to success
Shivangi Kamath
Head of Quality Management & Process Improvement, Process Excellence GroupTataAIG
9:50 am - 10:30 am
PANEL DISCUSSION: Developing A Robust Change Management Plan To Ensure Smooth & Swift Adoption of Intelligent Automation
Kallol Dutta -
Tribe Lead of Data & Automation,
Spark NZ
Adrian Iaiza - Head of Process Automation and Improvement, TAL Australia
RPA is gaining swift adoption as a solution to improve process efficiency and performance uplift. However, more than 40% of RPA projects fail to deliver expected benefits. This session discusses the importance of robust change management plans to align people, process and technology to manage common pitfalls and prepare for future innovation and scalability. It further highlights, that whilst Intelligent Automation offers wide-spread benefits, it introduces new risks that must be managed to truly optimise benefits.
Key Themes:
- How to document the process of RPA and IA journey with your management and workforce
- Planning optimal make-up of solution providers, outsourced services, and inhouse capabilities for your automation strategy
- Develop an overarching governance and workflow structure to manage the new complexity and risks of emerging technology
- Measuring progress of automated systems and its effects on cost reduction, workforce efficiency and risk mitigation to drive informed decisions around improvement to existing automation practices
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.
Take advantage of the flexibility to switch between streams and listen to organisations who are at similar stages of their transformation journey!
STREAM A: SCALING RPA AND INTEGRATING INTELLIGENT AUTOMATION
11:30 am - 12:00 pm Momentum Energy Case Study: Maturing Automation to Drive Significant Efficiency Gains and Revenue Growth Joe Ahmad - Process Automation Manager, Momentum EnergyRobotics and automation is widely adopted for its significant efficiency and productivity gains. However, driving a robust automation strategy requires identifying opportunity for process improvement and future innovation. In this session, Joe shares his insights in delivering strong foundations for Momentum’s automation strategy. Specifically he discusses the success factors of a robust baseline program and data-driven improvements.
Key Themes:
- How Momentum’s workflow and RPA tools are uplifting revenue through reducing 30 day invoice cycles to 3 days
- Understanding various enterprise automation tools to identify opportunities for synergy and integration to drive significant cost efficiencies
- Lean 6 Sigma strategies and uplifting IT capabilities to ensure optimal robotic performance and consistent outcomes
- Utilizing data and insights to drive timely process improvement
STREAM A: SCALING RPA AND INTEGRATING INTELLIGENT AUTOMATION
12:00 pm - 12:30 pm TAL Australia Case Study: Developing a Robust Change Management Framework and Business Case for Intelligent Automation Adrian Iaiza - Head of Process Automation and Improvement, TAL AustraliaSTREAM A: SCALING RPA AND INTEGRATING INTELLIGENT AUTOMATION
12:30 pm - 1:00 pm Delivering Automated Customer Service to Improve Customer Outcomes and Drive Workforce Efficiency Nevein Nassef Baniamin - Head of Robotic Process Automation and Digitalisation, Allianz Partners AustraliaAutomation is widely recognised to drive significant cost efficiency and enable the human workforce to deliver higher value tasks. However, ensuring optimal customer uptake and satisfaction with automated service requires numerous considerations. In this session, Nevein shares her insights on Allianz’s self-service initiatives and uplifting customer service capabilities with automation and robotics. Specifically, she shares how to use automation to provide frictionless experience and effectively minimise human intervention.
Key Themes:
- Delivering reliable and efficient digital customer support with tools, such as IVR to manage high volumes and uplift workforce efficiency
- Redesigning the customer journey to improve customer uptake of self-service tools and digital assets
- Future of chatbots and AI-integrated customer service to deliver intelligent and frictionless customer experience
Nevein Nassef Baniamin
Head of Robotic Process Automation and DigitalisationAllianz Partners Australia
STREAM B: MATURING THE ADOPTION OF INTELLIGENT AUTOMATION
11:30 am - 12:00 pm Downer Case Study: Leveraging Data Analytics and Machine Learning Capabilities to Uplift Decision Making Outcomes and Process ImprovementAs automation evolves toward integrating artificial intelligence and more advanced technology capabilities, building a robust technology roadmap is crucial. In this session, Anthony shares his deep expertise and oversight over Downer’s Digital Technology and Innovation strategy. Specifically, Anthony discusses the importance of orchestrating data to drive data-driven and optimal decision making for expanding innovative use cases in a timely manner.
Key Themes:
- Explore AI and ML use cases and how to drive timely actions for system updates
- Pros and cons of prescriptive maintenance and how Downer adopted a dynamic approach to improve process yield
- Driving digital transformation via integrating automation with Machine Learning and Internet of Things
STREAM B: MATURING THE ADOPTION OF INTELLIGENT AUTOMATION
12:00 pm - 12:30 pm Spark NZ Case Study: Using Machine Learning and Predictive Analytics to Improve Customer Experience and Retention Rates Kallol Dutta - Tribe Lead of Data & Automation, Spark NZAs companies aim to secure growth in the hyper-competitive landscape, they increasingly leverage automation to drive workforce efficiency and faster, more accurate operations. However, prioritising and coordinating intelligent automation practices are crucial to achieve effective and scalable outcomes. In this session, Kallol shares deep insights in leading Spark’s Automation strategy and identifying profitable opportunities to become a truly data and digitally led organisation. Specifically, he shares lessons learned from developing Spark’s robust framework, which is supporting an agile and coordinated approach to maturing the Intelligent Automation practice.
Key Themes:
- Developing robust roadmaps to enable agile and timely improvement and coordinate interdependencies to drive scalable outcomes
- Capturing data and insights to improve decision making outcomes and prioritise profitable use cases
- Using AI and ML supported Customer Intelligence strategy to deliver more value and improve customer retention by 30-40%
STREAM B: MATURING THE ADOPTION OF INTELLIGENT AUTOMATION
12:30 pm - 1:00 pm How IAG is Integrating Artificial Intelligence with Automation to Uplift Risk Control Capabilities Probir Dutt - Automation Evangelist, Group Technology, IAGWith technology innovation an unquestionable reality, many are seeking to integrate cognitive analytics to strengthen decision making and uplift outcomes. However this requires rigorous management and prioritisation of opportunities to optimise business outcomes. In this session, Probir shares his oversight over IAG’s Automation CoE to ensure organisational capability readiness and deploy technology solutions that truly uplifts business outcomes. Specifically, he discusses how he is prioritising investment in AI capabilities that deliver time-critical risk mitigation outcomes.
Key Themes:
- Developing a robust pipeline management plan to reduce siloes and align organisational capability with future innovation
- Gaining leadership buy-in by prioritising technology investments that maximise business outcome
- Using AI to bolster credit and contract assessment capabilities to improve regulatory compliance and risk mitigation outcomes
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 Improving Customer Uptake for Automation Nevein Nassef Baniamin - Head of Robotic Process Automation and Digitalisation, Allianz Partners AustraliaJoin this session to drive customer-centric automation that successfully uplifts customer outcomes and satisfaction.
Key Themes:
- Call digitalisation and chatbots to deliver frictionless customer experience
- Improve customer uptake of self-service platforms by understanding customer needs
- Design simplistic and easy-to-navigate self service tools
Nevein Nassef Baniamin
Head of Robotic Process Automation and DigitalisationAllianz Partners Australia
Zone B
2:00 pm - 3:30 pm Automation System Updates and ImprovementJoin this session to discover key considerations and solutions to drive effective processes for automation governance and control.
Key Themes:
- External monitoring and system alert solutions to ensure IT security and confidence uplift
- Engagement framework to ensure product ownership and workflow management
- Real-time dash boarding solutions to resolve model failure
Zone C
2:00 pm - 3:30 pm Delivering Fit for Purpose Automation to Gain Team Buy-In Jocelyn Webb - Director, Finance, Housing and Property, NSW Department of Planning, Industry and EnvironmentThis session highlights key considerations from the perspective of end-users to deliver impactful technical solutions.
Key Themes:
- Gain leadership buy-in through delivering true business outcomes
- Aligning solutions to business unit expectations to reduce cost inefficiencies
- Gaining team buy-in by simplifying and optimising complex digital solutions
Jocelyn Webb
Director, Finance, Housing and PropertyNSW Department of Planning, Industry and Environment
3:30 pm - 4:00 pm
AFTERNOON TEA
4:00 pm - 4:40 pm
Optus Case Study: How Optus is Using Artificial Intelligence to Drive Quality Commercial Insights and Heightened Customer Satisfaction and Growth
Artificial intelligence is creating numerous opportunities for Optus to offer personalised and intelligent product and service offerings. In this session, Michael shares key considerations in maturing Automation practices and lessons learned from his leadership in driving Optus’ Digital Strategy. Specifically, he shares Intelligent Automation use cases to uplift operational efficiency and better understand and serve their customer.
Key Themes:
- How Optus is leveraging best practices from its mature Automation journey to drive value-added benefits with Emergent technology
- Using Deep Learning and predictive analytics to drive deeper commercial insights and uplift customer experience through proactive SMS notification on network updates
- Artificial Intelligence use cases to measure customer intent and sentiment to drive competitive advantage and market leadership
- Key considerations in managing the risks of emergent technology and continual solution improvements
4:40 pm - 5:20 pm
INTERNATIONAL KEYNOTE: How P&G Is Using Predictive Analytics to Optimise its Supply Chain Management and Uplift On-Time Delivery Capailities
Machine learning and predictive analytics has potential to streamline operational efficiency and uplift service quality. Leveraging the early adoption of automation, Proctor & Gamble has not only gained significant insight and experience in management of a successfully scaled automation program, but also leveraged key learnings to drive intelligent automation capabilities. In this session, Özgür shares his insights in using automation to uplift operational efficiency and ensure a responsive and agile supply chain. He also shares key insights and lessons learned throughout his journey in scaling automation across enterprise systems.
Key Themes:
- Key considerations around vendor solutions: how to balance BPM and RP capabilities
- Using OCR to automate manually intensive order handling processes
- How P&G is developing bespoke solutions with machine learning capabilities to predict shipment pathways and ensure on-time delivery
- How to navigate diminishing returns of RPA through scaling and integrating automation with other enterprise systems
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
