Ben Hancock

Drawing on real-world experience deploying AI in enterprise customer service environments, this session explores the practical lessons organisations are learning as AI moves from experimentation to production. While the vision for AI in customer experience is ambitious, successful programs are built on strong foundations—from the information AI relies on, to selecting the right problems to solve first. This session will share insights into what separates promising pilots from scalable AI initiatives that deliver measurable business value.

Beyond the technology itself, delivering AI in customer experience requires alignment across the organisation and a willingness to learn quickly once solutions are live. Ben Hancock, NiCE will discuss the importance of collaboration across teams, the role of testing and evaluation, and how continuous feedback and analytics allow organisations to rapidly improve AI performance. Complementing these perspectives, Paul Judd from Optus will focus on the human and operational side of AI adoption, including change management, organisational readiness, and preparing teams to successfully support AI-driven customer experience.

Drawing on real-world experience deploying AI in enterprise customer service environments, this session explores the practical lessons organisations are learning as AI moves from experimentation to production. While the vision for AI in customer experience is ambitious, successful programs are built on strong foundations—from the information AI relies on, to selecting the right problems to solve first. This session will share insights into what separates promising pilots from scalable AI initiatives that deliver measurable business value.

Beyond the technology itself, delivering AI in customer experience requires alignment across the organisation and a willingness to learn quickly once solutions are live. Ben Hancock, NiCE will discuss the importance of collaboration across teams, the role of testing and evaluation, and how continuous feedback and analytics allow organisations to rapidly improve AI performance. Complementing these perspectives, Paul Judd from Optus will focus on the human and operational side of AI adoption, including change management, organisational readiness, and preparing teams to successfully support AI-driven customer experience.