KPN is the market leading (incumbent) telco in the Netherlands in the fixed, mobile and B2B markets with over 6M customers. KPN leverages conversational technology in all business domains, both in digital channels (text based) and in all primary voice channels. KPN has done significant investments in this field over the years, is now ramping up with the advent of gen AI.
Speakers By
KPN
Mark Wessel
Product Manager Digital / Voice Assistant & Gen AI, KPN
Mark is the Product Manager for KPN's Digital & Voice Assistant and Gen AI, where he leads the charge in creating highly personalized and relevant customer experiences. Since 2018, Mark has been instrumental in developing KPN's mature, omnichannel digital assistant, grounding it in a 'digital first, human assisted' strategy. His current focus is on embedding generative AI to move beyond simple interactions and tackle the real-world challenges of building truly helpful and integrated solutions across the organization. With a Master's in Computer Science from Delft University of Technology and a background in digital strategy at Accenture, Mark is passionate about using technology to make customer experiences effortless and more enjoyable.
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