Bank of New Zealand
Credit Union Australia
Manuel Ledezma is an enthusiastic continuous improvement advocate with over 10 years of hands-on experience delivering value through Operations Management, Customer Experience Management, Lean – Six Sigma, Design Thinking, Agile, Change and Project Management methodologies.
Manuel embarked on his career as an Industrial Engineer, he holds a Master degree in Engineering Design, he is a certified Six Sigma Black Belt, Project Manager, ScrumMaster and Organizational Coach.
He has developed his career in different countries: Australia, Canada, Colombia, Germany, US and Venezuela, having the opportunity to lead in both, manufacturing and transactional environments, with worldwide recognized companies such as Suncorp Bank, The Canadian Imperial Bank of Commerce, Electrolux, Sodexo, Lowe’s, Moen, Stanley – Black & Decker, Husqvarna, International Paper and others.
As the Head of Operations at CUA, Australia’s largest credit union, Manuel is accountable for all lending, deposits and payments operational activities.
Adrian has held numerous senior consulting and operational positions at leading Australian Financial Services providers. He is focused on mastering both the art of and science of combining the capabilities of process improvement and automation in a way that delivers sustainable, measurable value to Clients and providers. Now at TAL Australia, grateful for the opportunity to focus on his passion.
Transport for NSW
Dennis is a passionate evangelist in the application of AI to uplift customer experience.
With 14 years commercial experience automating customer service with chatbots, speech recognition, and voice biometrics in Australia, NZ and UK, Dennis helps organisations deliver Customer Experience innovation and drive operational costs down.
At Transport for NSW, Dennis has led the launch of the Transport Bot: RITA (a Real-time Intelligent Transport Assistant) across multiple customer channels, winning multiple awards for “Most Innovative and Intelligent Bot for Customer Experience”, “Best multi-channel customer experience” and “A new frontier in customer information”. He is now applying image recognition for customer feedback and lost property.
Paul Tune is a machine learning engineer at Canva. He specialises in search relevance and recommendations, ensuring that Canva’s users are able to discover the content that they need to fulfil Canva’s vision of empowering the world to design. Besides search and recommendations, he has extensive experience in computer vision, having applied advance computer vision models to solve problems in Canva. Prior to Canva, he has worked at Image Intelligence on people detection for retail security. He has received a PhD from the University of Melbourne in 2010, with several publications in prestigious academic conferences such as SIGCOMM and the International Symposium on Information Theory.
Steven has been actively involved in the Marketing Technology space with a focus on system integrations, automation and artificial intelligence for the past 15 years, working for brands and start-ups including the National Rugby League and Stackla.
Steven’s current focus is helping brands discover and build authentic, relevant and engaging content and assets at scale for use across all of their digital channels, and develop efficiencies in this process.
Credit Union Australia
David Velasquez is a professional engineer with over 17 years’ experience implementing business transformation programs and improving organisational productivity and profitability. David has worked across a number of industries including financial services, energy and natural resources, aviation and manufacturing.
David has a confirmed track record of delivering quantifiable benefits through Lean Six Sigma Thinking, Strategic Sourcing, Project Management and Supply Chain Optimisation.
As Operational Excellence Manager at CUA, David is responsible for the Robotics and Cognitive Automation practice as well as the Continuous Improvement program.