Intelligent Robotic Process Automation Summit

A logical framework for estimating direct and indirect benefits resulting from RPA implementations, encompassing cost, revenue, customer satisfaction, employee satisfaction, time to market, and business risk.

Scott is one of Australia’s most experienced business strategists and analytics specialists. Scott helps clients make excellent business strategy choices, and more effective use of information within their businesses to drive improved business results. Scott specialises in assisting clients deploy business process automation, outsourcing, and adoption of latest artificial intelligence areas to reduce costs and improve customer experience for strategic advantage.
Scott graduated from the Massachusetts Institute of Technology with degrees in Economics and Management. In a career spanning more than 30 years, Scott achieved senior partner roles within business consulting firms Accenture and IBM global business services, and has worked with clients across Australia, Asia, North America, and Europe.

Change resilience deficit is crippling RPA projects. Current analysis of ‘RPA Bubble’, the disparity between increased investment in RPA and the significant number of failed RPA projects, has failed to acknowledge the importance of appropriate change management. Fear and hostility towards automation from a variety of stakeholders can prolong and derail RPA projects, yet so far improvement strategies have been limited to refocussed leadership/governance, blaming traditionalist IT Deptartments, and better process identification. Implementing change resilience tools across the workforce will reduce internal friction before it can dismantle your RPA project. Tools such as inclusive communications, transparent leadership, active redeployment can build a change resilient workforce. However, just as process fragmentation isn’t good for RPA, fragmented efforts at resilience building do more harm than good; a considered holistic approach will realise more benefits.

Kamilla Wells is a mathematician who loves a clean dataset. She's built automation robots for businesses in coal sales, pharmaceutical products, health insurance, aged care, and higher education. When Kamilla is not coding, she and her husband are trying to stop their two 'cheeky monkeys' from jumping on their beds.

RACQ first started our journey to Automation 2 years ago, with a tight scope around internal facing automation only. With 27 processes automated and over 16000 human hours saved, the unattended bot workforce has seen a very successful automation adoption within Queensland’s largest club. Now RACQ is on the next leg of our Automation journey, with deployment of Attended Bots to the primary contact centre of 250 agents. We’ll take you through the journey and challenges faced in moving from a controlled environment of unattended bots to large scale deployment and operation of attended automation for the frontline agent, covering; getting business buy in, the pilot, managing BAU, and looking forward.

Kris is an experienced Contact Centre Leader turned Automation Specialist with over a decade of experience within the contact centre field, specialising in contact centre operation, workforce planning, call routing strategy, and process improvement.
Kris is now focused on bringing improvement via process automation and innovation, with focus on solutions such as RPA, chatbots, voicebots, and speech analytics, and is always on the lookout for the next big opportunity.
Working in the Automation COE with RACQ, Kris has led various automation initiatives including conversational assistant pilots, the introduction and automation of speech analytics, and the introduction and deployment of Attended bots to the primary contact centre of 250 agents.

The success of an automation project involves finding each organisations "balance point" across 3 key variables: People, Tech, Maturity (task, process, function, organisation).
- Focusing solely on the 'shiny new toy' (ie Technology) can lead to unintended consequences, unrealitic expectations, critical risk factors.
- Alignment across Mindset, Toolset, 'honest' Readiness ensures functional, scalable and robust enterprise grade outcomes can be delivered.
We will explain how we solved problems for clients through adopting the above approach. We will focus on 2-3 use cases to deliver the message/learnings.

Entrepreneur, CEO and Chartered Accountant with a desire to make a difference.
Formerly a Specialist Tax Adviser and Chartered Accountant with 20 years experience across senior roles in the GST and indirect tax consulting industry across large corporates, professional services firms and industry bodies. I still enjoy providing quality tax services to clients through our boutique firm, however, embracing Robotic Process Automation (RPA) and genuinely helping businesses work smarter not harder is what drives me today.
Since launching Data Interactive, I have been working with our team of business subject matter experts SMEs) to use our extensive business experience to help our clients understand and maximise the value the latest robotic automation technologies can deliver to their organisations. RPA is the start of the Fourth Industrial Revolution and using our deep business experience to identify automation 'use cases' (particularly in complex finance and tax processes), design/deploy digital workers and help businesses unlock the savings available is my great joy.
In addition, I have desire to make a difference to the lives of others by using my life lessons to inspire kindness, happiness and strength in individuals, corporates and communities. Through unlocking these three traits we (Yellow Butterfly Foundation) aim to drive change, hope and mindfulness in corporates and the community.