Videos
Disrupt 2026 London | Building AI that works and bringing your people on the journey at scale
DHL Express’ customer service transformation was technically flawless – but from a people perspective, it was challenging. In a refreshingly honest session, Jen shares what she got wrong, what she learned, and how those hard lessons are now shaping her approach to her next wave of transformation – including a global contact centre migration and an agentic AI launch.
