• Start Time:
    09:30AM
  • End Time:
    10:00AM
  • Day:
    Day 1

Talk:

This session will explore how organisations can build trust in an era of increasingly autonomous AI. Drawing on his experience at the intersection of innovation, governance, and customer experience, Jae Hahn (Director of AI & Innovation UX at Novartis) will share practical approaches to combining human oversight with AI decision-making, enabling brands to scale personalisation responsibly while fostering more meaningful, long-term relationships through relational AI.
  • Build a responsible AI framework across acquisition, engagement, retention, and loyalty.
  • Explore how human oversight and AI decisioning work together to personalise experiences at scale.
  • Examine how relational AI creates ongoing, context-aware customer relationships.
  • Understand how transparency, explainability, and auditability are embedded into AI systems.
  • Define guardrails for ethical data use, targeting, and automation.
  • Maintain trust, consent, and accountability as AI becomes more autonomous.

Associated Speakers:

Jae Hahn

Director AI & Innovation UX

Novartis

Associated Talks:

09:30AM - Day 1

View Human + AI Collaboration: Building Trust in Automated Journeys

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