Yann Burden has spent 20-odd years building customer engagement platforms. He founded Billcap, Australia’s first smart-meter-native energy platform, built the product and sold the company to Tally Group. He then joined Pendula as CPTO, where he ran product and engineering, opened the London office and finished as Chief AI Officer through the acquisition by Smart Communications. After two decades helping companies talk to their customers in text, he now leads deployment for ElevenLabs in ANZ, working alongside enterprise customers to take Voice AI agents from pilot into production in the contact centre.