AI + Humans: A recipe for success - examining the strengths and weaknesses of both AI and humans and figuring out where augmentation of the two works best

As housing providers accelerate their digital transformation journeys, lessons from parallel industries can offer valuable guidance. In this keynote, Dr Nicola Millard, Principal Innovation Partner at BT, will share insights from her extensive experience in telecoms on building customer trust, balancing automation with human interaction, and using data responsibly. Drawing on her research and work with global organisations, she will explore how the housing sector can adopt smarter, more human-centred approaches to digital services.