Why AI Can't Do Customer Obsession with Perrin Rowland

Human In The Loop · Aug 21, 2026 · 1h 19m

Perrin Rowland is Chief Product & Experience Officer at academyEX. Before that she built and matured the design function at Westpac New Zealand — including their Customer Care Lab — and led user experience and CX maturity at Spark through a full agile transformation. She's taught information architecture and UX at New York University, worked with the Nielsen Norman Group, and describes herself, wonderfully, as a designer of journeys and a maker of maps.

We discuss:

· How to seize the opportunity to be a 'maker' with AI tools at your fingertips

· Tips for getting more out of your LLM workflows…