Customer Contact Week Europe 2019

Onno Hoffman


Vice President, New Products & Services
Deutsche Telekom


10:10 AM Keynote session Deutsche Telekom’s digital transformation to bridge the North and South Pole in customer care: Empathy and Artificial Intelligence

At CCW 2017 Deutsche Telekom shared a powerful case study on how they created an environment for their digital transformation to thrive. The departure thoughts were the future of AI and the huge opportunity it could bring to the business. In this keynote session, Onno will bring updates and focus on what they have done to deliver the promise of AI and social customer care.  
  • Where does the North Pole (Empathy) and the South Pole (Artificial Intelligence) meet for next level customer care? 
  • The urgency call for a large service organisation: Why do we need to do it fast?  
  • Implementing AI and Social Media in customer care: How did we do it and where are we at the moment? 
  • The new focus of Zero Touch: What’s the business impact? 


Check out the incredible speaker line-up to see who will be joining Onno.

Download The Latest Agenda