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Dr. Catriona Wallace

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Customer Experience Futurist & Entrepreneur

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1 Video(s) By This Presenter

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5 Programs By This Presenter

A Sustainability Topic
Summer 2019 saw the world’s attention turn to the devastating bushfires that deeply impacted Australia. 46 million acres were burned. 20 times larger than the Amazon fires.

It was an emergency. A national crisis.

Much commentary focused on leadership from politicians, responders, communities, businesses, agencies and individuals. So, what is Crisis Leadership and how is it done well?

With first-hand experience of the fires destroying two family properties, Dr Catriona Wallace presents on the emerging topic of Crisis Leadership – the ability to direct and effectively reduce the duration and impact of extreme situations. Crisis Leadership focuses on multi-level strategy with multi-level contingencies, multi-mode communications, clarity of vision, explicit and actioned values, effective logistics and building empathy and caring relationships. This is done through leading decisively, continuously framing the crisis, ensuring diversity in teams and decision making, actively communicating, logistical excellence, being ready for the unexpected and driving actionable intelligence.

What happens and who leads before, during and after a crisis? Lessons from the Australian Bushfire Crisis are discussed and analysed with a model for effective Crisis Leadership presented.

Key takeaways:

Identifying a crisis
Effective leadership attributes during crisis
Leadership team constructs, behaviours, skills and attitudes
Leading out of the crisis
A model for Crisis Leadership
Relevant to:

Boards
CEOs
Leadership teams
Executive teams
Community leadership
All sectors

Background
Dr Catriona Wallace, a speaker in AI, Ethics, Customer Experience and Leadership has a family cattle station of about 10,000 acres, that was destroyed during the Australian Summer of 2019 disastrous wildfires. Sadly, Catriona’s family also had a summer house on the South Coast of NSW which was in the town of Rosedale which bore the brunt of three fire fronts on New Year’s Eve. Since November Catriona has been actively engaged in both the farm and beach communities as they begin their recovery.

We are at an unprecedented time in history, with AI predicted to replace 40% of jobs in Retail, Tourism, Hospitality, Banking, Insurance and Finance by 2026. How do organisations prepare for this transformation and implement AI for good? Dr Wallace will presents the state of the market for AI & Machine Learning and shares how organisations should think about setting up AI Centres of Excellence including Human Rights and Ethics frameworks.

Key takeaways include:

State of the market – AI & Machine Learning
AI Strategy planning & Roadmap development
Developing AI Centres of Excellence
Developing Human Right & Ethics frameworks

Dr Catriona Wallace shares her story of being a leader of an Artificial Intelligence company in the US and Australia, being in Financial Services, seeking investment funding in a predominately male market and being one of the few women leading a Listed technology company whilst raising 5 children. Catriona, using humour and real-life examples, will share her experiences and unconventional ways of navigating difficult environments in order to be successful.

Key take aways include how to be:

A Woman of Power and an authentic leader
A Good Man supportive of women
An UnMother with unconventional parenting
Calm in life when everything is on fire. All the time.

The future of customer experience will be defined by the augmentation of customer service employees with AI powered digital technologies. By 2021 30% of all customer interactions will be conducted by automated machines and technology giants such as Amazon and Google are entering the enterprise customer experience field. This presentation will outline the state of the market with regard to customer experience and detail how to plan a customer experience strategy that is human+digital+machine.

Key takeaways:

What customers actually want
Customer experience strategy
Human + machine customer experience jobs
Customer experience technologies
Omni channel management

AI is now the fastest growing technology sector globally, expanding in investment 12-fold over the next 5 years. AI is one of the top three strategies for the world’s leading companies and is expected to replace 2 millions jobs in the next two years. It’s time for all organisations to plan how they will address this transformational force. In this presentation Dr Catriona Wallace will define and discuss AI, Machine Learning and types of AI including:

Machine Learning
Computer Vision
Conversational Platforms
Autonomous Machines
Data Science and Analytics
Also presented will be the current state of the market, investment, best Use Cases and how organisations should be thinking and planning for this tsunami of change that is coming.

Key takeaways include:

Definitions of AI
Market size and forces
How to determine best Use Cases
AI planning and getting started

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