Putting People at the Center of Your AI Strategy
Why human-centered design drives trust, adoption, and real business impact
Learn how to design and implement an AI strategy that puts people first — building trust, driving adoption, and delivering sustainable service improvements through human‑centred design.
RegisterAI success starts with people. Whether you’re automating workflows or deploying AI copilots, the employee experience will determine adoption, trust, and long-term ROI. This session makes the business case for a culture-led, human-centered AI strategy that improves performance, accelerates transformation, and drives smarter service outcomes at scale.
What you’ll learn:
- Why AI augments more than it replaces, and how to build for collaboration
- How culture becomes the foundation of AI adoption
- What to avoid to prevent mistrust, misuse, and over-reliance on automation
- How to drive skill-building, buy-in, and sustained impact across teams
- How to design rituals and norms that reinforce AI success at scale
Rethink your AI strategy by putting people first. Learn how a human-centric approach creates better employee experiences, smarter decisions, and a more connected service.
Speakers
Ben Hancock
Manager, ANZ - Customer Service Automation
NiCE
Ben Hancock leads the Digital, Analytics, and AI practice for NiCE across Australia and New Zealand. With deep expertise spanning contact centres, financial services, retail, utilities, and telecommunications, Ben helps organisations transform customer service through analytics, machine learning, and conversational AI. Known for his collaborative approach and systems thinking, Ben is passionate about solving real-world business challenges and guiding teams to adopt AI with confidence — always driven by his guiding principle: “Seek first to understand, and then you will be understood.”
Georgina Wilczek
Event Host
CX Network
Georgina is a conference director for the CX Network. She is an experienced researcher, conference producer and event host, and has produced award-winning commercial events for some of the world’s largest events houses.
Sponsor
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