Ben Farrell is a Sydney-based AI keynote speaker, author, and CX strategist available for conferences, summits, and leadership forums across Australia and APJC. He speaks on artificial intelligence in customer experience, agentic AI, CX transformation, and the decisions organisations get wrong before they even choose a vendor.
The gap between AI strategy and AI reality.
Keynotes and workshops that help leadership teams understand what AI in CX actually requires, and what most organisations are getting wrong.
Ben owns the stage with confident delivery of thought leadership and fresh thinking around the impact of AI in customer experience. His diverse background in psychology, law enforcement, technology and other cultures differentiates him from any other speaker out there - highly recommend!
Planning an event in Singapore? See AI keynote speaker in Singapore.
Keynotes, panels, workshops and the odd airport lounge across Australia and Asia. Straight from Instagram, as it happens.
Ben Farrell cuts through the AI hype to what actually matters. His point that customers never hated talking to AI, only bad AI, reframes the whole debate. On stage he is captivating, balancing humour with hard truths and making complex ideas feel simple and urgent. You leave inspired and knowing exactly what to do next.
Ben's authenticity comes from a background on the frontline with customers. He tells real service stories and shows how the latest technologies can make them better. He connects with the audience, reads the room and adapts his story to be relevant, which makes him a great speaker at any event.
Ben speaks on any AI and CX topic, adapted to the audience and context. Below are examples of recent and available talks. All are grounded in real environments, real data, and real organisations.
A framework-first keynote built around the six behavioural archetypes that drive most AI in CX decisions. Audiences consistently recognise their own organisation within the first ten minutes. The talk ends not with a prediction, but with a decision: which pattern are you in, and what would it take to shift?
About this keynoteThe most important AI decisions are made before a model is chosen. This talk examines the operating model, design, and governance conditions that determine whether AI creates value or quietly destroys it. Built on case studies from financial services, government, telco, and retail.
About this keynoteA commercial keynote that makes the case for AI as a loyalty and revenue lever, not just a cost reduction tool. Explores how the organisations winning with AI are building customer relationships at scale, not just automating transactions. Best suited to commercial leadership, sales, and customer strategy audiences.
About this keynoteAs AI becomes more capable, failure becomes more subtle. This talk examines what responsible AI in CX actually requires, from conversation design to governance to the human experience of interacting with a system that sounds right but may not be. Drawn directly from the book.
About this keynoteAgentic AI does not emerge. It is granted. This talk reframes autonomy as a transfer of responsibility, not an efficiency gain, and examines what organisations must get right before delegating authority to systems that act on behalf of customers. The most important talk for any organisation currently evaluating AI agents.
About this keynoteBen regularly shapes keynotes, panels, and roundtables around an event's theme, audience, and sector, from agentic AI and voice AI to contact centre ROI and trusted AI in regulated industries. Share the brief and he'll propose an angle.
Share your brief
Building your programme? Download the speaker one-sheet (PDF) with bio, topics, formats, and recent stages.
Want more than a keynote?
A half-day session where your team doesn't just hear the ideas, they apply them. Structured exercises, facilitated group work, and concrete actions for Monday morning. Built on the same frameworks, designed for real application.
Explore the workshopTell Ben about the event, the audience, and what you want them to walk away with. Every keynote, panel, and roundtable is scoped directly and shaped to the room.
Planning ahead? Download the speaker one-sheet with bio, topics, formats, and headshot for your programme.
Replies typically within two business days. Sydney time.
Booking for TV, radio or a podcast? See Ben’s media page for AI interviews and commentary.
Ben will reply personally within two business days to talk through availability and the brief.
