Presents
WHAT WE DISCUSSED
Participants stepped into the future of customer experience. This concluded event, “AI-Led CX: Shaping The Future of Customer Experience in The AI Era,” was a strategic inquiry of how artificial intelligence was poised to redefine the interactions between businesses and their customers.
We explored how AI is not just a technological advancement, but a fundamental shift in how businesses connect with and serve their customers.
Our discussions were focused on:
- Unlocking Hyper-Personalization with GenAI: How generative AI will empower businesses to create uniquely tailored experiences for every customer, at an unprecedented scale.
- The Rise of Agentic AI: The transformative potential of AI that acts autonomously, revolutionizing the entire customer experience value chain.
- Revolutionizing Engagement with Conversational AI: The evolution of marketing and customer service through advanced conversational AI, creating seamless and intuitive interactions.
- Building Trust in the Age of AI: Ethical considerations, privacy concerns, and strategies for fostering trust in an AI-driven world.
This event was designed for executives to understand and leverage the power of AI to create exceptional customer experiences. Participants joined us to explore how AI-driven CX can be a strategic differentiator for their organization in the evolving digital landscape.
AGENDA
11:00 – 11.30
Registration & Welcome
11:30 – 11.45
Housekeeping & Introductions
11:45 – 12:15
Infosys Introduction & Panel Session
Moderated by:
Panelists:
Scott King
Principal Strategist, Growth & Innovation
for Asia Pacific, Adobe Digital Strategy Group
Senior Principal Research Scientist and
Science Team Leader at CSIRO’s Data61
12:15 – 12.45
Moderated Discussion
12:45 – 13:45
Lunch + Continuation of Discussion
13:45 – 14:00
Closing
ABOUT THE SPEAKERS
Deverre Lierman
VP & Global Head of Practice Sales & Consulting, Digital Experience, Infosys
Deverre Lierman is the Global Head of Practice Sales & Consulting for Infosys’s Digital Experience (DX) unit, helping future-facing companies bring new technologies and ways of working to deliver exceptional human experiences.
Deverre brings over 30 years of experience as a Fortune 500 digital technology leader, driving strategy, development, and delivery, both in a sales and professional consulting services capacity, as well as a leader of global engineering teams. She is passionate about cultivating talent, creating an inclusive working environment, and inspiring innovation and collaboration that generates critical business results.
Joe Goddard
Chief Experience & Commercial Officer,
One New Zealand
Joe Goddard has been with One New Zealand for four years, responsible for brand & marketing, product development and customer experience as well commercial performance. In those 4 years, amongst other achievements he has been responsible for leading the rebrand of One New Zealand from Vodafone New Zealand.
He most recently led for One New Zealand a first in the world launch of a satellite to mobile service with SpaceX.
He has worked in telecommunications over 17 years, holding senior positions spanning commercial, finance, product, marketing, and technology, and is known for his customer-centric approach and proven track record in building & growing exceptional brands, products, and commercial performance.
Joe holds a Bachelor of Commerce from the University of Canterbury and began his career in Finance before spending almost a decade working in London. He is a proud New Zealander from the small South Island town of Blenheim, passionate about connecting New Zealanders to the things they love, and a massive fan of the One NZ Warriors.
Scott King
Principal Strategist, Growth & Innovation for Asia Pacific, Adobe Digital Strategy Group
Scott has over 25 years of experience in creative technology industries, working with leading brands across Asia Pacific to drive enhanced customer engagement and business performance. Today, Scott works within Adobe’s Digital Strategy Group as Principal Strategist, Growth & Innovation for Asia Pacific.
In this role he partners with executive teams from Adobe’s top enterprise customers, shaping strategies that drive transformation, enhance customer experience and deliver measurable business impact.
Before joining Adobe, Scott founded Accordant, establishing it as the region’s leading Adobe-specialised consultancy. Under his leadership, Accordant became Adobe’s most certified and specialised partner globally, providing services to many of Asia Pacific largest digital transformation programs. In 2017 Accordant become whole owned by the Dentsu Aegis Network, where Scott took on the role of Vice President at Merkle, leading a 200-strong CXM team.
Scott’s career journey partnering with many of the ASX 100 brands and leading digital initiatives across the region provides deep expertise in strategy, technology, and innovation.
Professor Didar Zowghi
Senior Principal Research Scientist and Science Team Leader at CSIRO’s Data61
Professor Didar Zowghi is a Senior Principal Research Scientist and Science Team Leader at CSIRO’s Data61, the data and digital specialist arm of Australia’s national science agency. Professor Zowghi leads groundbreaking research teams focused on “Diversity and Inclusion in Artificial Intelligence” and “Requirements Engineering for Responsible AI.”
Recognized for her outstanding contributions, she was awarded the titles of Emeritus Professor at the University of Technology Sydney (UTS) and Conjoint Professor at the University of New South Wales (UNSW) in 2022. During her distinguished 22-year tenure at UTS, she held several prominent leadership roles, including Deputy Dean of the Graduate Research School and Director of Women in Engineering and Information Technology.
Before her academic career, she excelled in the software industry in the UK and Australia, taking on roles such as software engineer, analyst, consultant, and project manager. At CSIRO’s Data61, she continues to break new ground by pioneering research exploring the challenges and opportunities of Diversity and Inclusion (D&I) in achieving Responsible AI. Her work includes developing guidelines for incorporating D&I into the design, development, and deployment of AI, as well as adapting requirements engineering practices to ensure inclusivity in AI systems.
Bindya Raj
AVP and Delivery Head, Infosys
Bindya leads Global Delivery for Infosys’ Digital Experience Portfolio and serves as Chief Delivery Officer for Wongdoody. A Nasscom Regional Council Member and Danske IT Board Director, she also heads Infosys Bangalore’s CSR wing, Samarpan.
With 20+ years, she’s a P&L owner, driving digital transformation, marketing, and commerce. Bindya excels in global business leadership, CXO connects, and large-scale deal solutions.
