For ten years, the annual livepro Forum has brought our community of Knowledge Management practitioners, customer experience leaders and contact centre innovators together for a day of ideas, connection and (let’s be honest) a bit of fun.
This year, we’re celebrating a decade of forums in style – Thursday 15th October at Adelaide Oval – and we’ve lined up three guest speakers who are doing genuinely exceptional work in Knowledge Management and customer experience. Here’s who you’ll be hearing from, and what else to expect on the day.
Our Guest Speakers
Anna Rizos – Luna Meets livepro: Less Effort, Better Outcomes
Anna Rizos is the Manager Customer Experience at Liverpool City Council, leading customer service and digital transformation initiatives. Passionate about service excellence and innovation, she focuses on improving customer experiences through technology, continuous improvement, and people-focused leadership.
Anna will share the story behind Liverpool City Council’s launch of Luna, livepro’s AI Voice Agent. Since going live, Luna has handled over 1,000 resident enquiries, with 700 resolved without any staff intervention at all. A real-world look at what “AI meets knowledge management” delivers in practice.
Rae Cunningham – Don’t Lose What You Know: Governance for Every Organisation
Rae Cunningham is an accomplished Knowledge Management (KM) leader with 15 years of specialised experience driving KM governance and operational excellence across complex, large-scale organisations. Currently serving as the Capability and Improvement Leader at Redland City Council, they direct the strategic deployment and oversight of the livepro platform.
Prior to this role, they spent over a decade as the Manager of Knowledge and Capability at one of Australia’s largest superannuation funds, where they successfully rolled out and governed livepro organisational-wide. Throughout their career, Rae has developed a deep mastery of KM best practices, with a passionate focus on content standards, style guides, and rigorous review and governance frameworks. They are dedicated to transforming raw information into a highly governed, reliable corporate asset that empowers teams, enhances service delivery and mitigates operational risk.
Practical, real-world guidance on governance frameworks that work at any scale.
Rebecca Edwards – One Source, Every Channel: Transforming Knowledge into AI-Powered Experiences
Rebecca Edwards is the Digital Channel Manager at I-MED Radiology, bringing more than 10 years of experience spanning contact centres, consulting and human-centred design across the government, transport, health insurance and utilities sectors. She brings a unique hybrid skill set that bridges strategic service delivery with human-centred design, combining insight-led design, scalable operating models and a relentless focus on performance and experience to improve outcomes for both customers and employees. Throughout her career, Rebecca has remained focused on one core mission: creating personalised experiences that genuinely elevate the lives of the people they serve. Her approach is grounded in empathy, diversity and the belief that technology should be a seamless enabler of meaningful human connection.
A look at how a single, trusted source of knowledge can power seamless, AI-enabled experiences across every channel your customers use.
Built for What’s Next: Innovation Straight from the livepro Team
Guest speakers aside, the day also belongs to livepro. Our product and CX team will be taking the stage to pull back the curtain on where knowledge management is headed – and how we’re building livepro to lead the way there. In Top 5 Integrations, we’ll break down the connections our customers are using to get the most value out of their knowledge base, turning livepro from a standalone platform into the connective tissue across your entire tech stack. Then, in A Year in Review & Future Roadmap, CEO Brad Shaw and the team will unpack what’s shipped over the last twelve months and preview what’s coming next – from deeper AI capability to new ways of putting governed knowledge to work at the point of need. If you want a first look at the platform innovations set to define the next decade of contact centre and customer experience technology, this is where you’ll find it.
The Full Day, Start to Finish
It’s not just guest speakers – the day is packed with content from the livepro team too, plus plenty of chances to connect with the wider livepro community.
| Time | Session |
|---|---|
| 8:30 AM | Registrations – sign in, grab a coffee and settle in |
| 9:00 AM | Welcome & Intro |
| 9:05 AM | CEO Address: 10 Years of livepro Forums – a look back across a decade |
| 9:20 AM | Guest Speaker: Anna Rizos, Liverpool City Council |
| 9:50 AM | Networking Activity |
| 10:10 AM | Morning Tea |
| 10:30 AM | Top 5 Integrations – the integrations getting the most out of livepro |
| 11:15 AM | Guest Speaker: Rae Cunningham, Redland City Council |
| 12:00 PM | Lunch (scan the QR code to submit your product enhancement ideas!) |
| 1:00 PM | livepro: A Year in Review & Future Roadmap |
| 2:00 PM | Q&A Session – open floor with the livepro team |
| 2:20 PM | Quick Break |
| 2:35 PM | Guest Speaker: Rebecca Edwards, I-MED Radiology |
| 3:15 PM | Closing Remarks |
| 3:30 PM | Close |
Whether you’re deep in KM governance, exploring what AI can do for your knowledge base, or just want to connect with others doing this work, there’s something on the agenda for you.
Save Your Seat
Spaces are limited, and we’d love to see you and your team there. Register now to lock in your spot for a day of insight, ideas and celebration as we mark ten years of livepro Forums.
Save your complimentary tickets for you and your team now
We can’t wait to see you at Adelaide Oval on Thursday 15th October.
