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Mandy McDonald

General Manager Customer Experience, Xero

Mandy McDonald is Xero's General Manager of CX, leading a global team of 600 professionals who champion the customer experience for over 4.2 million customers worldwide. With 18 years of leadership in financial services and technology, Mandy has a proven track record of orchestrating large-scale business and customer transformations. For the past seven years at Xero, she's been instrumental in shaping their global CX strategy, particularly through the integration of emerging AI technologies. Mandy's focus is on maximising scale and efficiency while amplifying customer sentiment and retention by creating an environment where AI and human agents collaborate seamlessly to deliver intelligent, proactive, and reactive support.

Day 2

9:00

The Next Phase of Agent & AI Collaboration

  • Training for confidence, not just compliance, agent enablement in the AI era

  • Designing AI support systems that boost performance and job satisfaction

  • AI is changing the role, but are we changing the way we support the people doing it?

  • Building trust and accountability in semi-autonomous systems

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