Reimagining Customer experience with AI and Automation

29 september 2022
Muntgebouw Utrecht
12:30 PM - 18:00 PM

A data driven and business focussed event on creating a better customer experience using data, AI and automation.

Connecting inspiration to activation

Gen25 and Salesforce would like to invite you to join us on Thursday September 29 between 12.15-17.30 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!



Muntgebouw Utrecht
Leidseweg 90
3531 BG Utrecht

12:15 Doors open
12:30 Lunch
13:15 Data has great potential but no ambition - Gen25
14:00 High quality interaction in less time - de Bijenkorf

14:45 Short break
15:15 Optimal service at the core with AI - Salesforce
16:00 Wrap-up and 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, CMO 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 share 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

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

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.

Jan Verbrugghe, Director Solution Engineering Northern Europe at Salesforce, Expert in Customer Service.

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