Tutorial - Kuivenhoven, Giliberti

TUTORIAL

Danny Kuivenhoven

Head of Digital Transformation @ Teleperformance EMEA

Vincenzo Giliberti

Digital Transformation Leader @ Teleperformance Italy Group

In the customer experience industry, there is a growing need for innovative solutions that can enhance the quality of interactions with customers while reducing costs. Natural Language Processing (NLP) and Artificial Intelligence (AI) are two technologies that have emerged as promising tools for achieving these goals. By leveraging NLP and AI, companies can better understand customer needs, improve communication and engagement, and ultimately drive business growth.

This presentation will focus on how NLP and AI-based solutions are being successfully used in the customer experience industry. It will cover topics such as sentiment analysis, chatbots, voice assistants, and personalized recommendations, as well as the challenges associated with implementing these technologies. Additionally, the talk will include real-world case studies and demonstrations of how these technologies can be applied to various industries, including healthcare, retail, and finance.

Through this presentation, attendees will gain a deeper understanding of how NLP and AI can transform the customer experience industry and drive business growth. They will also learn about the latest trends and best practices in this field, as well as practical strategies for implementing NLP and AI-based solutions in their own organizations.

Danny Kuivenhoven is currently Head of Digital Transformation @ Teleperformance EMEA. His task, and passion, is to deliver added value by driving innovation with engaged people and professional services. He has over 20 years’ experience in ICT, with specialization in customer experience, business processes, innovation and operational excellence. He has a degree in management information technology (The Hague University of Applied Sciences).

Vincenzo Giliberti is currently Digital Transformation Leader @ Teleperformance ITALY GROUP. His task, and passion, is to open innovation, also serving as Program Manager for ICT R&D UE funded projects. He has over 20 years’ experience in ICT, with specialization in Digital Innovation, Added Value Solutions, Business Process Management. He has a PhD and a Degree in Engineering (Politecnico di Bari).