Talk: From Stacks to Stories: Making Technology Human-Centered

This talk explores the critical shift from viewing technology as just a collection of systems (“stacks”) to understanding it as a platform that supports real human stories and experiences. Sarah will unpack how technology leaders can harness customer journey mapping to gain deeper insight into user needs, align teams across disciplines, and deliver solutions that truly resonate. In her talk, Sarah will show how moving from tech-centric to human-centered thinking creates sustainable value and stronger connections between products and people.

About Sarah

Sarah Clearwater is the Managing Director of REFRAMR, a boutique customer strategy consultancy based in Tāmaki Makaurau Auckland. As a strategic partner to technology, business and government leaders, she helps organisations reimagine the way they design, deliver and evolve their services and business models — ensuring people remain at the centre of sustainable change. Drawing on her entrepreneurial lineage and cross-sector experience, Sarah understands the pressures of leading in a fast-moving, uncertain world — and the opportunity customer experience and journey mapping offer to achieve not only satisfaction, but sustained relevance and resilience. A recognised leader in her field, Sarah is one of Aotearoa New Zealand’s most recognised Customer Strategists and the founder of the CX Collective, the country’s largest network of in-house design and CX teams. She and her team work alongside ambitious organisations to challenge the status quo, align around a shared vision, and unlock growth through purposeful, people-led strategy.