Join Fusion5 and Microsoft for a practical executive session on what modern customer service can look like in banking, insurance, superannuation, wealth and lending, and how to move from interest in AI to a realistic plan for action.

Date: Thursday 30 July 2026

Time: 12:00 PM. 60-minute session; in-person networking from 30 minutes prior.

Venue: Microsoft Sydney, 1 Denison Street, North Sydney

Speakers

Mark Turnbull – Sales Director, AI Business Solutions, Fusion5

Mark will guide the conversation, focusing on executive priorities and connecting back to practical business outcomes.

Nigel Bradley – Industry Director, Contact Centre, Fusion5

Nigel will share practical lessons from contact centre transformation programs, including where AI delivers real operational value and how organisations can start without trying to change everything at once.

Phil Bickerton – Microsoft

Phil will provide Microsoft’s view on where Copilot, autonomous agents and connected business applications are heading, and what that means for customer service leaders planning their next step.

Why attend

In just 60 minutes, you'll learn how to:

• Explore how Copilot, automation and Dynamics 365 Contact Centre can improve customer and agent experiences.

• See how financial services organisations are improving efficiency, compliance and customer satisfaction.

• Build a stronger business case for AI with measurable service, cost and risk outcomes.

• Identify practical next steps to assess readiness, prove value and drive adoption.

You'll leave with practical examples, real-world insights, and a clear framework for evaluating AI opportunities in your contact centre.