When Orica deployed AI-powered service management, the results were immediate: deflection rates jumped from 18% to 94%, average resolution time fell by more than a day, and agents shifted their focus to higher-value work. But for Group CIO Rachael Sandel, the more important question was how to scale those wins responsibly across an entire enterprise.

In this session, Rachael shares how Orica has moved through technology modernisation, to early AI wins in IT, to an enterprise-wide scale, with governance structures that keep innovation in step. She'll reflect on what it takes to lead an AI program that delivers value for employees, and what government can learn from getting the foundations right before scaling fast.