Conference Day Two: Wednesday, 27 September 2017

8:30 AM - 9:00 AM Coffee And Registration

9:00 AM - 9:10 AM Conference Opening – Remarks from the Conference Chairperson

9:10 AM - 9:50 AM Case Study: Front-End RPA – Developing Internal Capabilities And Effectively Managing Change To Deliver Optimized Customer Experiences

Anthony Scott, General Manager – Robotics, Automation & Transformation, Equifax
While back-end automation uses of RPA are widely discussed, how does this technology change the delivery of direct customer experience? With automated processes across multiple customer touch points – whether voice, emails or smartphones, this case study will run you through Anthony’s RPA journey to provide insights into:

• Why RPA is being considered over outsourcing
• RPA is enabling winning customer experiences by incorporating robotics into front-end processes
• Addressing internal skill gaps to build relevant capabilities and driving a vendor-independent RPA journey at the organization
• Effectively managing internal change with a concrete value proposition that’s understood and accepted by the management and employees

Anthony Scott

General Manager – Robotics, Automation & Transformation

9:50 AM - 10:30 AM Lessons Learned: Key Tips To Remember From NAB’s RPA and Intelligent Automation Journey

David Banks, Executive General Manager, Bank and Wealth Transformation, Technology and Operations, NAB (Keynote)
At NAB, RPA is in motion at full swing with x robots automating over x processes around business operations. With a large organization approaching RPA for its functions and operations, a meticulous strategy, architecture and framework needed to be developed to ensure a risk optimized and sustainable delivery of solutions for the business. This session will provide you an insight into NAB’s approach towards RPA and the lessons learned through the journey from inception to scale.

• How NAB is approaching RPA within the organization
• Protocols to follow for building a robust foundation for RPA opportunity screening and deployments
• Addressing the blind spots and pitfalls with developing effective risk and support models
• A peek into NAB’s intelligent automation through the example of ‘chatbots’ and how it enhances RPA capabilities to move from ‘efficient’ to ‘smart’

David Banks

Executive General Manager, Bank and Wealth Transformation, Technology and Operations
NAB (Keynote)

10:30 AM - 11:00 AM Morning Tea


Stream A: RPA Initiation To Proof of Concept

11:00 AM - 11:40 AM Heritage Bank Case Study: Overcoming Budgetary Constraints To Implement Robotics In A Low – Cost Yet High Impact Manner

David Johnston, Process Improvement Manager, Heritage Bank
The biggest problem with any new initiative is sponsorship and investment to bring about changes in organizational process and enable the right technology infrastructure/governance for smooth RPA development and deployment. How does a relatively small organisation approach such a demanding initiative? With initiatives in production that are improving staff time efficiencies by 80%, learn about Australia’s largest mutual bank journey for low-cost but effective RPA implementation across front-end processes as well as risk management initiatives.

• Identifying and prioritizing different automation activities across customer service functions for low-budget yet high impact RPA opportunities
• Connecting with existing organizational governance functions to lower the barrier to entry
• Scheduling processes across bots in a lower volume environment for efficiencies
• Overcoming challenges with RPA technology implementation which has an agile lifecycle and demands a constant and effective communication stream
• Refining the back-end processes and technology infrastructure to enable robotics industrialization

David Johnston

Process Improvement Manager
Heritage Bank

Stream A: RPA Initiation To Proof of Concept

11:40 AM - 12:20 PM Incitec Pivot Case Study: Developing A Proof of Concept For RPA Initiatives Within A Resource Flat Enterprise

Chris Howes, General Manager – Intelligent Process Automation (RPA), Incitec Pivot Limited
While RPA is a proven solution for tasks with high volumes and large FTE to influence – such as the financial services and banking industry, a key challenge is to effectively test the proposed application to ensure successful implementation across the business. But how does an organization with a flat hierarchy approach this?
Having led a proof of concept (PoC) within an ASX100 industrial business, Chris will share his learnings on running a Proof of Concept and touch up on how its approach differs within an organization that is structurally different from robotics incumbents like the big-4 banks.

• What should you be looking to get out of a Proof of Concept?
• Selecting the right partnering fit and preparing for a “consultant led PoC” – things you need to know
• Internal resourcing – charting out clear role responsibilities and requirements to prepare for PoC
• Alignment of PoC to business priorities
• Understanding supporting and competing activities and how they might impact a PoC
• Technical & adaptive change – different ways of enabling organizational change and a shift of mindset towards robotics

Chris Howes

General Manager – Intelligent Process Automation (RPA)
Incitec Pivot Limited

Stream B: Scaling RPA And Tapping Into Cognitive Capabilities

11:00 AM - 11:40 AM Cut Through The Hype: Supercharging The Proof of Concept Proposition Into A Proof Of Value That Enables Incremental Benefits

Sukant Saddi, Program Manager – Partnering and RPA, Suncorp Group
While RPA implementation and evaluation may look lucrative from a conceptual stage, organizations face significant challenges with practical implementation within the organization to effectively deliver on the technology’s promise. With all business engagements driven to justify their value through productivity and monetary benefits, Suncorp’s case study will cut through the hype to offer you some candid advice on how you can enable your RPA prototype to evolve into a model that delivers incremental benefits for the organization.

  • A case study on Suncorp’s robotics project – how to get a bot up and running?
  • Bringing the concept of incremental benefits into reality through tangible value enhancements across business functions
  • Developing a governance framework and operating model for sustainable and risk-optimized delivery
  • Supercharging the operating model to tap into higher value cognitive technologies

Sukant Saddi

Program Manager – Partnering and RPA
Suncorp Group

Stream B: Scaling RPA And Tapping Into Cognitive Capabilities

11:40 AM - 12:20 PM Seyfarth Shaw LLP Case Study: Integrating RPA With Cognitive Computing To Minimize Due Diligence And Operational Risks

Stephen Poor, Chairman, Seyfarth Shaw LLP (USA)
With organizations trying to make RPA ‘smarter’, a lot of focus is now shifting towards how this technology can tie in with and assist the delivery of intuitive decision making capabilities that cognitive technology enables. While the concept is lucrative, there are misconceptions and challenges with the integration of these technologies which need to be understood and overcome.
With a lot of uncertainty in this space, Seyfarth Shaw LLP (US), the first law firm in the world to implement robotic and cognitive technology into business functions, Seyfarth Shaw LLP (US), the first law firm in the world to implement robotic and cognitive technology into business functions, will run you through their journey to provide tangible takeaways around:

• How RPA has cut the customer data migration process into various systems from 35 minutes to 4.5 minutes
• Enabling machine learning to structure volumes of unstructured organizational data for client & due diligence practices
• Overcoming challenges with integrating both these technologies into the IT architecture
• Developing a control framework that enables continuous improvement of these technologies

Stephen Poor

Seyfarth Shaw LLP (USA)

12:20 PM - 1:20 PM Lunch Break

RPA expertize at the moment lies on the vendor side of the market but at the same time, the Australian market is faced with a shortage of use cases and applications that have led to significant benefits across the organization. Many vendors are of relatively small stature hence causing perceived inhibitions around whether they can follow through with their propositions for scaled benefits across business functions and operations. This session will hence run you through the panelists’ experiences with their pilots and live RPA initiatives to provide sound advice on:

• Sifting through varied vendor perspectives that are split between IT and BPO nature to evaluate the best fit for your organization
• Exploring innovative emerging concepts of multiple vendor collaborations over RPA for your organization
• Why vendor solutions are not a one-size-fits-all solution how they can be optimized to fit your business operations, structure and risk appetite
• Developing internal RPA capability for increased efficiency, transparency and control of RPA deployment initiatives across the organizations


Julie Hazelhurst

Head of Process Transformation and Design
Bank of New Zealand

Chris Howes

General Manager – Intelligent Process Automation (RPA)
Incitec Pivot Limited

David Banks

Executive General Manager, Bank and Wealth Transformation, Technology and Operations
NAB (Keynote)

2:00 PM - 2:40 PM GroupThink: Gig Economy – Creating An Integrated Workforce Strategy To Adapt To Technology Integration And Digital Disruption

Jessica Martin, Head of Corporate Finance, LafargeHolcim
We are now transitioning into an environment where robots and humans are working together to drive business value. Digitization at the workplace has given rise to the ‘Gig Economy’ i.e. an increasingly mobile in a landscape where job and location are decoupled. With the economy faced with such a significant change coming through, how must an organization ride this wave and maximize on the benefits it brings?
This session, led by Rita Newman, is your opportunity to voice your concerns and opinions to come up with solutions and approaches to stay on top of the changing workforce capabilities and landscape brought about by digitization and robotics.
• Preparing an environment for change due to economy-wide digitization
• The role and attributes of leaders to champion the change initiatives
• Adapting to the changing workforce dynamics and capabilities in the ‘Gig economy’
• Overcoming bureaucracy to create an agile working environment


Jessica Martin

Head of Corporate Finance

2:40 PM - 3:10 PM Afternoon Tea

3:10 AM - 3:50 AM Solutions Clinic

Solutions clinics are designed to give participants strategies and tools to deal with their most pressing challenges.
The room will split into tables, where each table member will share their biggest challenge, before collectively deciding which issue to investigate in more detail.
The table will then elect a facilitator/note taker who will record the topic being explored and the ideas of the table

3:50 AM - 4:00 AM Conference Closing – Remarks from the Conference Chairperson

4:00 PM - 4:00 PM End of Conference