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Belinda Moffatt

Head of Digital CX and Innovation, SkyCity Entertainment Group

Belinda Moffatt is the Head of Digital CX and Innovation at SkyCity Entertainment Group, leading initiatives to enhance customer experiences through digital transformation. With a strong background in customer experience and innovation, she drives the integration of technology to deliver seamless and personalized services. Belinda is passionate about fostering a customer-centric culture and leveraging digital solutions to meet evolving consumer expectations.

Day 1

4:00

Human-Centered Innovation - Balancing Technology and Empathy in Customer Engagement

  • Designing digital experiences that preserve human connection and how to implement CX technologies without losing emotional resonance and trust

  • Using customer journey insights to deepen engagement in purpose-driven organisations

  • Tracking emotional impact, satisfaction, and long-term loyalty beyond transactional metrics

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