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