William Judge

Social Robotics Project Lead, Innovation Lab
Commonwealth Bank


10:50 AM How UTS, Commonwealth Bank & Air New Zealand have Partnered to Use Design Thinking and Social Robots to Disrupt Customer Experience

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:
  • 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
  • Discover the framework for design thinking: Discovery, frame, incubate, illuminate, iterate, deliver, test, and evaluate
  • Integrate creative problem solving (CPS) for your employees to develop a culture of design thinking in your organisation

11:30 AM Emerging Technology in Robotic Innovation