Connecting inspiration to activation

Gen25 and Salesforce would like to invite you to join us on Wednesday November 24 between 12.30-18.00 PM for a business inspiration event on reimagining customer experience with AI and Automation. The topics are a mixture between inspiration and activation, how to use data to improve customer experience, customer satisfaction, and business results. We have selected three inspiring speakers for you!

Program

Location

Muntgebouw Utrecht
Leidseweg 90
3531 BG Utrecht

Timetable

12.30 Doors open
13.00 Lunch
14:00 Data has great potential but no ambition - Gen25
15:00 High quality interaction in less time - De Bijenkorf
15:45 Optimal service at the core with AI - Salesforce
16:30 Drinks
17:30 End of Program

Data-driven mass personalization
Of course, as a company you are proud of the products or solutions you provide your customers. Positive engagement with your (potential) customers is key. The challenge is that your customers probably think they are more unique than your product or solution. Expectations from consumers and customers are very high when it comes to customer service. It needs to be instant, clear and tailored to their needs. Data-driven mass personalization is essential.

Artificial intelligence or AI in short is the big promise as it comes to personalization and leveraging static knowledge into effective actions, directly and at scale. But any AI-solution is just as powerful or smart as the data it’s fueled with. Building a customer level data lake or platform is the crucial link between customer data and customer-focussed actions. Leverage the power of AI with customer data and exceed customer expectations with intelligent service.


Session 1: Data has great potential but no ambition

Let’s not kid ourselves, the potential value of data is enormous, but data has no ambition on its own. Data is converted into value with the combination of algorithms, computational power and a digital platform or framework. Getting your customer data combined, enriched and accessible provides you with the opportunity to go from integration to descriptive, predictive or prescriptive analytics. We will share industry insights on how by 2023, 30% of customer service organizations will deliver proactive customer service using artificial intelligence (AI), process orchestration and continuous intelligence.

Bas van Leeuwen, Marketing Director at Gen25. Former Director Business Development at the Jheronimus Academy of Data science (JADS)


Session 2: High-quality interaction in less time for De Bijenkorf
De Bijenkorf is the oldest and most luxurious chain of department stores in The Netherlands. The importance of excellent customer service is high. De Bijenkorf has optimized their way of working in customer service, combining a digitally optimized value chain with the best personal human interaction. By breaking through barriers with system integration and increasing quality response using data and AI-tooling, De Bijenkorf has managed to work more effectively ánd increase customer satisfaction. We will talk you to the business challenge, the usage of data and most importantly, the focus on results for the customer and company in the end.

Ankie Straathof, manager Customer Care at de Bijenkorf. Expert in social customer relationship management with an omnichannel-approach


Session 3: Salesforce Core Service AI
Salesforce is the most widely used CRM platform in the world. Service Cloud enables users to automate service processes, streamline workflows and support customer service agents. The purpose is to foster one-to-one marketing relationships with every customer across multiple channels and devices. The usage of data and intelligence is key to make this one-to-one approach work. With AI-powered features and no code needed organizations can quickly adopt Einstein as their extra layer of intelligence to improve customer experience quality response. As the recognized leader in the Gartner Magic Quadrant (June 2021) Salesforce will present its vision on service and AI.

Marko Kiers, Senior RVP Service Cloud Northern Europe at Salesforce. Holds more than 20 years experience in the high-tech, loves science and technology & Jan Verbrugghe, Director Solution Engineering Growth Countries at Salesforce, Expert in Customer Service.

Covid Measures
Following the measures imposed by the government, we use an access check for all attendees. Access to our venue will be granted upon presentation of a valid QR code from the CoronaCheck app in combination with a valid ID (Passport, Identity Card or Driver’s License).

Register now for the event

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