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Ben Dakers

Transformation lead - Data & AI, Fonterra

Ben Dakers is Fonterra’s Transformation Lead for Data & AI, driving the company’s strategic shift towards data-driven innovation. With over 15 years of experience at the intersection of customer experience, data, and digital transformation, he fosters world-class customer engagement and builds customer-centric organizations. Ben is passionate about delivering value and developing the next generation of talent, aiming to create long-term transformation value from AI in New Zealand's largest organization

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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