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David Annals

Group Trust & Safety Manager, The Warehouse Group

David Annals is the Group Trust & Safety Manager at The Warehouse Group, New Zealand’s largest general merchandise retailer. With over 15 years of experience in consumer experience across various industries, he specializes in trust and safety, e-commerce, and digital transformation. David is passionate about building secure, customer-centric environments that foster trust and enhance the online shopping experience

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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