Day 2

28 June 2018

AI and the Consumer

Gartner predict that by 2020 – 85% of customer interactions will not be managed by humans. Customers now have a wealth of information at their fingertips and can easily compare price, quality and service so how can brands stand out from the crowd and really engage with their customers? From using chatbots to communicate to using AI to predict behaviours and buying patterns, to recommendations and personalisation, this session will look at how AI is changing the customer experience.

09:15AM

AI and the Consumer: Chair’s Welcome

Raymond Hannes

Managing Partner

DigiGurus BV

Associated Talks:

09:15AM - Day 2

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. Raymond Hannes, Managing Partner, DigiGurus BV

09:30AM

Keynote: Hello KLM. How KLM uses the best of humans and technology to talk with her customers on chat and voice.

Martine Van Der Lee

Director Social Media

KLM

Associated Talks:

10:00AM - Day 2

View Panel: ChatBots – the next generation of messaging apps

09:30AM - Day 2

View Keynote: Hello KLM. How KLM uses the best of humans and technology to talk with her customers on chat and voice.

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Martine van der Lee will talk about how KLM uses social media to help customers in the best possible way. From using artificial intelligence for answering customer questions faster to being able to book a ticket and checking in on platforms as Facebook Messenger, WhatsApp, Twitter and Wechat: KLM is a pioneer of bot technology and AI to make things easier for its employees and customers.

. Martine Van Der Lee, Director Social Media, KLM

10:00AM

Panel: ChatBots – the next generation of messaging apps

Wayne Butterfield

Director Cognitive Automation & Innovation

ISG

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Carla Jesus

Senior Product Owner

Adidas

Associated Talks:

10:00AM - Day 2

View Panel: ChatBots – the next generation of messaging apps

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Simon Morel

Partner & Head of Product

BotSupply

Associated Talks:

10:00AM - Day 2

View Panel: ChatBots – the next generation of messaging apps

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Martine Van Der Lee

Director Social Media

KLM

Associated Talks:

10:00AM - Day 2

View Panel: ChatBots – the next generation of messaging apps

09:30AM - Day 2

View Keynote: Hello KLM. How KLM uses the best of humans and technology to talk with her customers on chat and voice.

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  • Understanding the messaging platform of the future
  • Creating personalized interaction between the consumer and a brand
  • Measuring the success of your chatbot though engagement levels, sentiment analysis, response rates, bot mentions and click through rates
Moderator: . Wayne Butterfield, Director Cognitive Automation & Innovation, ISG
. Carla Jesus, Senior Product Owner, Adidas
. Simon Morel, Partner & Head of Product , BotSupply
. Martine Van Der Lee, Director Social Media, KLM

10:45AM

Creating inspiring visitor encounters with AI

Pieter Bons

Data Scientist

Ortec

Associated Talks:

10:45AM - Day 2

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Bret Baas

CIO / CTO

Rai Amsterdam

Associated Talks:

10:45AM - Day 2

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The RAI exhibition centre both organizes and hosts more than 150 large national and international events and thousands of smaller conferences. As a result, over 1,5 million visitors visit the grounds of the RAI as well as Amsterdam. The RAI believes in the power of connection and to create – in both the physical and virtual worlds – the conditions in which inspiring encounters can take place. In this drive to improve the value of the encounters for visitors, digitalisation and AI take a central role.

In this session RAI and ORTEC will share:

  • How understanding the exhibitor and visitor journey is key to adding value with AI
  • Pockets of excellence of digitalisation
  • The first steps towards enabling inspiring encounters along the visitor journey using personalised recommenders
  • How this will lead to better ideation for new events, services and future success of RAI
. Pieter Bons, Data Scientist, Ortec
. Bret Baas, CIO / CTO, Rai Amsterdam

11.15AM

Networking Break

11:45AM

Just Eat: Using AI to solve real-world problems for 23m hungry customers

Simon Poole

Head of Technology

Just Eat

Associated Talks:

03:00PM - Day 2

View Panel: The Revolutionising of Customer Experiences through AI

11:45AM - Day 2

View Just Eat: Using AI to solve real-world problems for 23m hungry customers

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Just Eat use AI to solve real-world problems for customers and restaurants in its apps, logistics platform, customer care tools and more across 12 markets.  Simon Poole will talk through some examples and tell you about the teams that delivered them and how Just Eat are building high-performing customer-obsessed teams with data science at their core.

. Simon Poole, Head of Technology, Just Eat

12:15PM

How data science enables Schiphol to become the best digital airport in the World

Julio Peironcely

Head of Data Science team

Schiphol Airport

Associated Talks:

03:00PM - Day 2

View Panel: The Revolutionising of Customer Experiences through AI

12:15PM - Day 2

View How data science enables Schiphol to become the best digital airport in the World

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Schiphol, one of the oldest and busiest airports in the world, is on a journey to become the best digital airport. While the number of passengers grows yearly, Schiphol cannot grow physically or accept more flights. This is why we are developing AI enabled smart digital solutions to create a seamless passenger journey and efficient airline operations.

In this session you will discover:

Our digital first approach to connect the organizational silos and engage with our external partners.
How we are building a production grade data platform in the cloud to deliver our digital products.
Two machine learning projects that are used to serve our passengers and airlines

. Julio Peironcely, Head of Data Science team, Schiphol Airport

12:45PM

Panel: AI transforming Healthcare

Raymond Hannes

Managing Partner

DigiGurus BV

Associated Talks:

09:15AM - Day 2

View AI and the Consumer: Chair’s Welcome

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Milan Petković

Head of the Data Science Department

Philips Healthcare

Associated Talks:

12:45PM - Day 2

View Panel: AI transforming Healthcare

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Allison Kang

VP, Content Curator, Spokesperson

BPU Holdings

Associated Talks:

12:45PM - Day 2

View Panel: AI transforming Healthcare

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Alexander Chub

Chief Strategist

Skychain

Associated Talks:

12:45PM - Day 2

View Panel: AI transforming Healthcare

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  • How is AI changing the way that healthcare is delivered?
  • Machine learning and big data – how to leverage new data sets to deliver personalised medicine
  • Innovative ways machine learning and deep learning are being used to develop new drugs
  • Challenges for the future
Moderator: . Raymond Hannes, Managing Partner, DigiGurus BV
. Milan Petković, Head of the Data Science Department, Philips Healthcare
. Allison Kang, VP, Content Curator, Spokesperson, BPU Holdings
. Alexander Chub, Chief Strategist, Skychain

01:30PM

Networking Lunch

02:30PM

Afternoon Keynote: Digital assistants and their relationship with the consumer

Max Amordeluso

EU Alexa Skills Kit

Amazon

Associated Talks:

02:30PM - Day 2

View Afternoon Keynote: Digital assistants and their relationship with the consumer

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  • What does the advent of digital intelligent assistants mean for businesses and consumers?
  • How are artificial intelligence and machine learning programmes being used in everyday consumer products
  • Building consumer trust in AI in areas such as financial planning, education and medical diagnosis
  • What are the privacy issues surrounding the use of intelligent assistants & how do we protect data
. Max Amordeluso, EU Alexa Skills Kit, Amazon

03:00PM

Panel: The Revolutionising of Customer Experiences through AI

Britta Muzyk-Tikovsky

Managing Director

Capscovil

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Kalyan Meduri

Digital Innovation Marketer

Associated Talks:

03:00PM - Day 2

View Panel: The Revolutionising of Customer Experiences through AI

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Marrit Kuin

Global Digital Innovation Manager

Royal FrieslandCampina

Associated Talks:

03:00PM - Day 2

View Panel: The Revolutionising of Customer Experiences through AI

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Simon Poole

Head of Technology

Just Eat

Associated Talks:

03:00PM - Day 2

View Panel: The Revolutionising of Customer Experiences through AI

11:45AM - Day 2

View Just Eat: Using AI to solve real-world problems for 23m hungry customers

View Full Info

Julio Peironcely

Head of Data Science team

Schiphol Airport

Associated Talks:

03:00PM - Day 2

View Panel: The Revolutionising of Customer Experiences through AI

12:15PM - Day 2

View How data science enables Schiphol to become the best digital airport in the World

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  • The impact of AI and understanding when AI is most effective as a tool for customer service
  • Why smart tech are key to creating contextual experiences
  • Using AI to predict consumers intentions
  • Effective personalisation of communications to create positive impacts
  • What’s the most effective way of engaging staff and help them work along-side AI?
  • What are the cost implications both short and long-term?
Moderator: . Britta Muzyk-Tikovsky, Managing Director, Capscovil
. Kalyan Meduri, Digital Innovation Marketer ,
. Marrit Kuin, Global Digital Innovation Manager, Royal FrieslandCampina
. Simon Poole, Head of Technology, Just Eat
. Julio Peironcely, Head of Data Science team, Schiphol Airport

03:45PM

Case Study: Booking.com

Arka Sarkar

Product Owner, Data Science

Booking.com

Associated Talks:

03:45PM - Day 2

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How Booking.com uses Machine Learning and Experimentation to improve User Experience for millions of Users everyday.

. Arka Sarkar, Product Owner, Data Science, Booking.com

04:15PM

Session Close