Using digital technologies to engage with customers. (N-sight - VIRTUAL MEETING)

Location:virtual meeting


Customer expectations are often high in our hyper-connected world. So how do technologies and concepts like chatbots and the digital customer experience fit in with an omni-channel approach? How can you use them to meet your customers’ demands for immediate yet personalised service? And what are the watch outs for implementing such tools?


Let's find out about solutions and their potential obstacles. In this N-sight, we’ll learn from Dropsolid about how the digital customer experience can help our organisation stay competitive. Then we'll hear 2 real-life cases: Proximus's journey to a human-centric 'Digital  Assistant', and how KBC implemented chatbots in their customer helpdesk, including do’s and don’ts.






This event will be held as a virtual meeting. The link will be provided in the Confirmation email.





13:30 Introduction


Ann Guinée, Communication Manager, Beltug (English)


13:40 How to use digital customer experience as a competitive advantage?


Consumers expect brands to cater to them personally: wherever, whenever and however they prefer. So, how can you engage these individual consumers and stay competitive? In this presentation, you’ll hear about using the digital customer experience to strengthen your offer.


Leen Penders, CMO, Dropsolid (English)


14:10 Case: Proximus builds a digital assistant in a human-centric way


Well-behaved. Thoughtful. Open-minded. Key traits for customer-facing staff. In this presentation, we’ll discover how to teach that to a chatbot. From learning to education, we’ll see how Proximus raised a ‘digital child’ into a partner for clients and colleagues.


  • The Proximus Digital Assistant journey
  • A human-centric answer to common challenges
  • Running the show: evolving towards a new agile operating model 

Corinne Vogeleer, Customer Journey Designer, Proximus (French)


14:40 Case: Kobe, the KBC helpdesk chatbot


Since 2018, KBC has been using the Kobe chatbot to handle customers’ technical problems. In this practical session, we will learn about KBC’s creation and management process, do's and don'ts, and results. We will also see a demo and hear some concrete use cases.


Bart Ghesquière, Digital Transformation & Quality Manager & Kim Pauwels, Chatbot content manager, KBC (Dutch)


15:10 Q&A: Your questions, your experience


15:30 Wrap up & End