ABOUT THE EVENT
In a world where every customer touchpoint is powered by a different platform, a single source of truth is no longer a nice-to-have — it’s the backbone of effective engagement.
This roundtable goes beyond the buzzwords to explore how integration, data flow, and process alignment form the foundation for intelligent customer interactions — and how
AI should enhance that foundation, not replace it.
Overview:
We’ll explore:
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How integration across multiple technologies enables true intelligence in the customer journey
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Why disconnected tools and “quick fixes” often erode long-term adaptability
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How to build your plumbing before you turn the tap on — establishing flow, trust, and insight across your CX ecosystem
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Why AI adoption is a patient, iterative journey, not a one-time project
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Practical steps for preparing your environment to leverage intelligent automation effectively
What You’ll Walk Away With:
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A framework for evaluating CX platforms based on integration and workflow alignment
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Real-world examples of how intelligent interactions improve both agent experience and customer outcomes
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Insights into phased, realistic implementation strategies that balance innovation with stability
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An offer for a free 2 + 2 hour CX Assessment to look at your Top 5 Challenges and brainstorm to get 2 suggested pathways forward
JOIN THE DISCUSSION
Carla Gianinotti
Carla Gianinotti is a strategic, customer-obsessed professional with deep business operations expertise, enabling her to empathise with operational challenges and deliver practical, high-impact contact centre solutions.
Trusted for her integrity, clarity, and collaborative leadership, she partners with organisations to elevate customer experience, optimise operations, and drive organisational performance.
VENUE
Address
80 Collins St, Melbourne VIC 3000
Time
Arrival: 12:00pm AEDT
Start: 12:30pm AEDT
Finish: 3:30pm AEDT
Food & Drinks
Enjoy a three-course culinary experience coupled with local wines provided by Byte. Welcome drinks available on arrival, with meals to be served from 12:30pm
