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John Lee
Director of Customer Experience, Xero
John has been leading Xero's Customer Experience team for over a decade and has led a journey of growth, innovation and change over that time.
He's energised by the opportunity to deliver world class digital experiences through technology in complement to beautiful human support, while guiding a high performing team along the journey.
Day 1
9:50
Panel: Making AI Work for Real Customers - Balancing AI Integration with Human-Centered Values
Avoiding over-automation or poor AI implementation that undermines trust or cultural appropriateness
What’s actually delivering results in AI-powered CX across NZ
Governance and ownership: who’s responsible for AI performance and risk?
Driving and building trust throughout the customer journey
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