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Source - HDI Report

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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens

Improving the Customer Experience through AI

Date: 19-28 Nov 2019, 1:00 pm - 5:00 pm
Venue: Sydney, Melbourne and Brisbane
Availability: Public

Workshop Outcomes and/or Deliverables

Click here to view workshop video and presentation slides (NOTE - You must be logged in as an HDAA Member Representative Bronze Level and above to gain access) Access can be purchased by Non-members for $200, Virtual members for $115 and Individual members for $100. Contact HDAA if you would like to purchase access.

Workshop Overview

The application of Artificial Intelligence (AI) means we can harness the algorithms for learning, reasoning and self-correction. By orchestrating the customer experience across multiple channels we are able to meet the needs of 5 generations within the workforce. 

The challenge is how do we turn all the information into a better understanding of  our customers and delivering an improved experience ?


Workshop Outline

  • Terms of Reference (What is AI)
  • Omni Channel
  • Learning, Reasoning and Self-Correction
  • Understanding our Customers
  • Deliver an improved experience

Don’t forget HDAA members receive complimentary seats to HDAA workshops;

  • Platinum members – 6 complimentary seats
  • Gold members – 4 complimentary seats
  • Silver members – 3 complimentary seats
  • Bronze members – 2 complimentary seats

Register online (you will need to be signed in as the member company representative to register for complimentary seats online) or else contact HDAA via email or by phone (1300 130 447) to register directly

Workshop Facilitator

Christine McNamara
BMC Helix - Product Manager ANZ

Christine has grown up in the Australian IT industry and has had the opportunity since 1987 to be involved in key business transformation initiatives and a number of medium and large outsourcing, in-sourcing and selective sourcing deals. As the industry has changed and IT Service Management has evolved, Christine has been in a position to establish IT Service Management (now called SIAM) as a practice, inside large complex organisations, several Managed Service providers and within a number of Shared Service organizations.

Workshop Details

Registration:  from 12:30pm (light refreshments will be available from this time)
Workshop:  1pm - 3pm
Networking: 3pm - 5pm (join your industry peers to discuss topics of interest over canapes and drinks)

For more information, please contact HDAA on T: 1300 130 447.



Non Member: $440.00 (inc GST)