26 - 27 March, 2018 | Novotel Sydney Central, Sydney, Australia

Conference Day One: Monday, 26 March 2018

8:00 am - 8:20 am Conference Registration and Arrival Coffee

8:20 am - 8:30 am Opening Remarks by IQPC Australia and the Conference Chair

8:40 am - 9:10 am Your Customer May Be The Chief Disruptor

Cam Harris, Director, Digital Business Solutions,Optus Business
As businesses square up to ride unprecedented waves of disruption, they need to re-orient their business models to cater for the new world of the digitally connected customer. Join Cam Harris, Director - Digital Business, Optus Business, for a session that looks why a focus on people can drive customer experience innovation and help organisations keep pace with the digitally savvy Chief Disruptor.

Cam Harris

Director, Digital Business Solutions
Optus Business

9:10 am - 9:50 am Keynote: How to Foster a Culture of Innovation

Jeremy Balkin, Head of Innovation,HSBC (USA)
Digital disruption is high on the priority list for every CEO and Board in Corporate Australia. However, data from MIT suggests that only 38% of executives agree that their organisation offers employees the resources they need to thrive in a digital environment. The key to launching a successful transformation and being prepared for the disruption is fostering a Culture of Innovation where everyone in your organisation understands their important role. HSBC has recently completed a very successful $2 billion global retail transformation program as well as whole host of digital and technology enhancements for customers. Join this session to hear from Australian expat Jeremy Balkin share his experience building a Culture of Innovation and observations about what Australia and the U.S. can learn from each other in the sphere of Innovation. Serving as an advisor for the NYC Startup Bootcamp and regarded amongst the Top 19 Innovators in Digital Banking by LendIt USA, Jeremy prides himself on helping his customers and teams to leverage lean start-up agile principles to drive performance and productivity. 
  • Successful strategies to increase influence and execution of diverse priorities across a large complex organisation
  • Building consensus and fostering a winning culture throughout a multi-stakeholder organisation to effectively embrace change  
  • Deploying and implementing intelligent systems that learn, adapt and potentially act autonomously serving more customers at a lower cost and enhanced experience
  • Improving intelligence and user augmentation within your organisation in order to increase user capabilities and improve all processes in your workforces digital work life
  • Understanding where your data plays a role with your business, users and the solutions you can bring to the market in order to transform into a digital entity 

Jeremy Balkin

Head of Innovation

9:50 am - 10:20 am Keynote: AI - Start small, Dream Big

Eduard Liebenberger, Head of Digital,Jade Software
Design-led companies such as Apple, Coca-Cola, IBM, and Nike have outperformed the S&P 500 over the past 10 years by an extraordinary 219%. Design thinking offers a structured framework for understanding and pursuing innovation to contribute to growth and value adding for your customers. Social robotics are coming in a big way to disrupt the customer experience industry. UTS, Commonwealth Bank and Air New Zealand are currently working on a partnership to push the boundaries to ensure they are at the forefront of technology in the digital age by socially experimenting with their Social Bots to improve the digital customer experience within their organisations.

In this session, Eduard Liebenberger, Head of Digital for Jade Software will discuss:

  • How AI fits into your digital experience, and where front-running organisations are already finding a competitive advantage.
  • How to get started with limited effort and investment, choose the right path for your organisation, and get buy in from your senior leaders for AI projects
  • Real world examples of AI that are already making a difference
  • AI mistakes, pitfalls, and horror stories (and how to avoid them)

Eduard Liebenberger

Head of Digital
Jade Software

10:20 am - 10:50 am SPEED NETWORKING SESSION

10:50 am - 11:20 am MORNING TEA & NETWORKING BREAK

11:20 am - 12:30 pm Interactive Discussion Groups

This is your chance to make your conference experience truly interactive and collaborative. Each IDG is set in a roundtable format and will be facilitated by an expert practitioner in the space. In two rotations, each IDG will last for 30 minutes, allowing you to pick the two top of mind topics you wish to discuss and solve.


11:20 am - 12:30 pm A Digital First Customer Experience: Recrafting Your Business where Digital is the Only Channel, while Uplifting the Employee and the Customer Experience
Cam Harris, Director, Digital Business Solutions,Optus Business

Cam Harris

Director, Digital Business Solutions
Optus Business


11:20 am - 12:30 pm Beyond the AI Hype: Making Behavioural Analytics Work for your Business
Tai Rotem, Director of Research,Janus Analytics
Tai Rotem is the Director of Research at Janus Analytics. Tai has more than 20 years’ experience in Academic research and the behavioural analytics industry and has won numerous awards for the development of customer analytics solutions.

Tai will discuss the challenges of behavioural AI in the real world, and how organisations can overcome internal challenges with AI implementation.

The round table will cover:
·   Stakeholder buy-in – Discussing AI in the terms the business can understand and securing buy in from the beginning of the journey
·   Change Management – Getting past lip service to truly transform your business’ view of your customers and how you can facilitate that process
·   Tech Implementation – How to address the ‘buy vs build’ problem with limited budget and understand what skills you will really need
·   The ‘Dos and Don’ts’ – How to orchestrate efficacious implementation and realise ROI through understanding the symptoms of success and recognising the warning flags of failure

Tai Rotem

Director of Research
Janus Analytics


11:30 am - 12:30 pm Changing Hearts & Minds beyond your Technology Teams
Greg Lindsay and Andrew Lucas, Enterprise Agile Coaches,Hypothesis Consulting

Greg Lindsay and Andrew Lucas

Enterprise Agile Coaches
Hypothesis Consulting


STREAM A: Tech - How to Adapt with the Pace of Change

12:00 am - 12:00 am STREAM A: Tech- How to Adapt with the Pace of Change
Claire McFarland, Innovation and Entrepreneurship Program Director,The United States Studies Centre at the University of Sydney

Stream Chair:


Claire McFarland

Innovation and Entrepreneurship Program Director
The United States Studies Centre at the University of Sydney

STREAM A: Tech - How to Adapt with the Pace of Change

2:15 pm - 2:45 pm Disruptor Session: How the NSW Data Analytics Centre is Acting as the Agent of Change to help Government Keep up with Innovation and Disruption
Dr. Ian Oppermann, CEO and Chief Data Scientist,NSW Data Analytics Centre
The Data Analytics Centre (DAC) is a start-up within the NSE Government and based in the Finance, Services and Innovation Department. Set with a various amount of tasks and challenges like investigating the 48,000 automatic fire alarms set off of which 97% were unwanted, they are overall looking to solve challenges while raising the level of ambition for agencies. The DAC’s ultimate goal is to help all agencies lift their data analytics capability and problem solving ability. They are doing this through sophisticated analytical approaches which go beyond data linkage like machine learning, continuous data based exploration and more. Join this session to understand how Ian is using big data and data analytics to act as an agent of change in the NSW Government.

This session will show you how to:

  • Understand the role that big data and data analytics plays in an agency or organisation
  • Use analytical approaches which go beyond data linkage to solve significant challenges
  • Utilise data and multiple data sets to enhance your organisations efficiency or realign your priorities


Dr. Ian Oppermann

CEO and Chief Data Scientist
NSW Data Analytics Centre

STREAM A: Tech - How to Adapt with the Pace of Change

2:55 pm - 3:35 pm How is Service NSW implementing Data, Information and Knowledge to Stay Ahead of Digital Disruption
Bryan Williams, Chief Knowledge Officer,Service NSW
Knowledge strategically transforms self service as a service. Service NSW is currently rolling out Knowledge based drivers throughout its digital front, middle and back offices. As the first Chief Knowledge Officer in Australia, Bryan is leading this transformation of the CAR and SBI models that Service NSW is incorporating into their digital eco-system to provide balance across the ICT project management teams.

This session will show you how to:

  • Implement knowledge indexes into your current business architecture models.
  • Incorporate knowledge management into your ICT teams to drive business productivity and improved customer experience.
  • Embed an effective knowledge assessment for capability.
  • Offer a landing base of Q & A knowledge based material for your front and middle offices to serve customers efficiently with quality

Bryan Williams

Chief Knowledge Officer
Service NSW

STREAM A: Tech - How to Adapt with the Pace of Change

3:35 pm - 4:05 pm TAFE NSW Digital Learning Lab - Partnering with Businesses and Industry on Applications of Emerging Digital Technologies to Solve Problems
Greg Higgins, Head of Digital Learning Lab,TAFE NSW
The contribution of Digital Technologies to the Australian economy is forecast to grow by 75% to $139billion by 2020. A new wave of digital disruption is emerging, which has inspired the opening of the TAFE NSW Digital Learning Lab - to partner with business and industry to explore emerging technologies together and to co-create exciting solutions to problems of efficiency and productivity.

Outline of session:

  • Current state of digital technologies and growth forecasted in the Australian economy.
  • Definitions and examples of digital disruption.
  • The challenge to business and industry to embrace digital disruption.
  • How TAFE NSW’s Digital Learning Lab is helping business industry solve problems through emerging technologies like AR / VR, Machine Learning, Robotic Process Automation and more

Greg Higgins

Head of Digital Learning Lab

STREAM B: Workforce Transformation for Improved ROI

12:00 am - 12:00 am STREAM B: Workforce Transformation for Improved ROI
Hilary Cinis, User Experience Design Group Leader and Principal Designer,CSIRO

Stream Chair:


Hilary Cinis

User Experience Design Group Leader and Principal Designer

STREAM B: Workforce Transformation for Improved ROI

1:35 pm - 2:15 pm How Australia Post is Enabling Digital Transformation Across The Enterprise to Achieve Customer Satisfaction
Alessio Bresciani, General Manager- Digital Channels and Innovation,Australia Post
As customers hasten toward digital channels, even the most contemporary organisations are re-thinking how to satisfy this demand and approach digital transformation. But the ongoing challenges of legacy systems, complex operations, and existing processes can make it feel like hard going.

In this session we’ll look at:

  • how Australia Post has developed a model for digital that unlocks the perspectives needed for strong digital work.
  • how this model has been used at scale to achieve diverse commercial outcomes for customers and the enterprise.
  • watch points that might hinder success and the importance of culture in team performance

Alessio Bresciani

General Manager- Digital Channels and Innovation
Australia Post

STREAM B: Workforce Transformation for Improved ROI

2:15 pm - 2:45 pm How Dimmi Online Reservations is Using Future Thinking to increase your Success Rate for Innovation
Jared Chapman, Managing Director,Dimmi Online Restaurant Reservations
Design-led companies such as Apple, Coca-Cola, IBM, and Nike have outperformed the S& P 500 over the past 10 years by an extraordinary 219%. Dimmi is currently using Design Thinking frameworks for understanding and pursuing innovation to contribute to growth and value adding for your customers.

This session will show you how to:
  • Implement design thinking to minimize the uncertainty and risk of innovation by engaging customers.
  • Incorporate design that has the wow factor making products more desirable and services more appealing to users.
  • Integrate creative problem solving (CPS) for your employees to develop a a culture of design thinking in your organisation

Jared Chapman

Managing Director
Dimmi Online Restaurant Reservations

STREAM B: Workforce Transformation for Improved ROI

2:55 pm - 3:35 pm How The University of Canterbury is Forecasting Future Changes to Improve Workplace Productivity
Alex Hanlon, Executive Director, Learning Resources,University of Canterbury


Alex Hanlon

Executive Director, Learning Resources
University of Canterbury


4:00 pm - 4:30 pm How Roam Helped Accelerate ASB Bank’s Innovation to Stay One Step Ahead of the Market

Chris Moore, Founder ,Roam Creative David Bell, General Manager,ASB
Established in 2014 by Ben Morreau and Chris Moore, Roam is now Auckland’s leading digital product design studio. Over a collaborative 2 year project, Roam and ASB Bank have bought to life an exciting and clever digital product which started as a solution to the problem “how can we help SMB owners save 1 hour a day?”. In this session, Chris Moore and General Manager of ASB Business Ventures David Bell will present a case study of how they’ve worked together to build and launch a great fintech product with strong critical acclaim.

They will discuss:
  • The importance of a digital product agency to keep your organization one step ahead of the market
  • The importance of design to drive innovation and success
  • How a corporate like ASB was able to leverage an agency like Roam to deliver great results
  • Some of the key barriers to innovation inside organisations and how to use a third party like Roam to overcome them

Chris Moore

Roam Creative


David Bell

General Manager

35% of C-level Australian executives are investing in digital innovation as part of their overall business strategy. Identifying emerging technology in an age of digital innovation is imperative to businesses if they want to stay ahead of digital disruption. This expert panel discussion features 4 top brands that are at the forefront of utilising emerging technologies to enhance their digital strategies and remain competitive in the digital landscape.

*Bonus Question Answered: What are the “out-there” thinkers thinking?

This panel will discuss:

  • Developing a business and technology vision
  • Simplifying and driving agility
  • Formalising innovation
  • Driving business innovation through technology innovation
  • Implementing emerging technology into your business model

Jeremy Bean

Associate Director, Performance Audit
Office of the Director General WA


Jared Chapman

Managing Director
Dimmi Online Restaurant Reservations


Gavin Shearing

Chief Financial Officer
Foundation for Educational Digital Development


Mitra Bhar

Chief Information Officer
NSW Education Standards Authority

6:10 pm - 6:10 pm END of DAY ONE