Dolly Sangduan
Head of eCommerce and Marketing, Primepac
Dolly Sangduan is Head of eCommerce and Marketing at PrimePac, where she leads digital growth, customer engagement, and data-driven innovation for one of New Zealand’s leading packaging suppliers. With expertise spanning B2B commerce, marketing strategy, and digital transformation, Dolly has helped PrimePac streamline customer journeys and harness technology to better anticipate and meet client needs. At the Summit, she will share perspectives on how real-time customer data can empower contact centres to respond with speed, accuracy, and trust—shaping experiences that deliver measurable impact for both businesses and their customers.
Day 1
2:30
Presentation: Balancing Automation and Human Insight in B2B Customer Journeys
How PrimePac is using data and automation to streamline service delivery for B2B clients while maintaining a human-centred approach
Exploring the risks, trade-offs, and safeguards when embedding AI into customer touchpoints—what to automate and what to keep human-led
lessons learned on building trust, reducing friction, and creating scalable CX improvements across complex supply chains
Day 1
2:30
Presentation: Balancing Automation and Human Insight in B2B Customer Journeys
How PrimePac is using data and automation to streamline service delivery for B2B clients while maintaining a human-centred approach
Exploring the risks, trade-offs, and safeguards when embedding AI into customer touchpoints—what to automate and what to keep human-led
lessons learned on building trust, reducing friction, and creating scalable CX improvements across complex supply chains
Day 2
9:50
Panel: Using Real-Time Data to Elevate Every Interaction
Turning live customer signals into in-the-moment support and escalation
Aligning data use with agent workflows to drive faster, better outcomes
How contact centres can use customer data in real-time without breaching trust or privacy
What leading teams are doing differently in 2025