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Mike Banbrook

CEO, Convai NZ

Mike Banbrook is the CEO of Convai NZ, a pioneer in natural language IVR and conversational AI. With more than 20 years shaping the evolution of speech, biometrics and data centre solutions across New Zealand and Australia, Mike has been at the forefront of voice technology since his early leadership days at Salmat (now Probe) and Spark Digital. His career has spanned senior roles in speech solutions, biometrics and enterprise transformation, and today he is regarded as one of the true legends of CX innovation in Australasia. At Convai, Mike continues to push the boundaries of what is possible with intelligent conversations, bringing world-class natural language experiences to organisations and customers alike.

Day 2

11:40

Evolution of CX in NZ

  • Customers expect automation to feel natural—see how frictionless, conversational IVRs are replacing outdated menus

  • How NZ organisations are using voice and digital tech to boost satisfaction, deflect volume, reduce escalation and cx costs.

  • Lessons from evolving CX expectations and where voice-led design fits in the broader channel mix

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