2024-11-26T09:30:00.000+01:00

Alex Clemente, managing director of Harvard Business Review Analytic Services will be joined by Mike Muurmans, Jess Dekker (SAP) and Simon Langevin (VP of Product Coveo) to discuss a recent HBR research on how AI and generative AI is revolutionizing online shopping experiences. Our experts will discuss challenges in AI adoption, strategies for success, and the balance between AI automation and human oversight. They will share how you can enhance your e-commerce operations with AI and stay ahead in the digital marketplace.

During lunch, there will be plenty of time for networking and learning more about solutions & services offered by our sponsoring partners: Acorel, Delaware, Egain, Akeneo, Coveo, Alokai, Elision, Netconomy, Aiden, Sinch, KPS, Flexso,TheValueChain, SQLI, Deloitte, Commbox,
Mediafly, Emarsys, and Contentful.

Track 1: Bringing product leadership to life: How La Lorraine Bakery Group enhances customer experience with Akeneo
Discover how La Lorraine Bakery Group is building on the robust foundation of SAP ERP’s Material Master and Recipe Manager to elevate and enrich product information through Akeneo, ensuring streamlined processes and information reuse across our local markets. Learn why we chose Akeneo, our implementation approach, the valuable insights gained along the way, as well as our plans for the future. This project marks a pivotal first step in our journey toward a composable commerce architecture.
Session with:

• Katrien Demeulemeester - Business Applications Manager Sales & Marketing - La Lorraine Bakery Group
• Steve Van Boxstael - IT Functional Analyst and Technical Product Owner - Akeneo 

Customer session brought to you by: Akeneo

Track 2: 'Creative Conceptual and Analytical thinking at Winparts to accelerate startup growth'

Learn more about how Winparts leverages creative and analytical thinking to accelerate startup growth.
Session with Patrick Friday - CEO Alokai and Ben Field-Johnson - Growth Director, New Business and Partnerships - Brave Bison
Customer session brought to you by: Alokai

Track 3: Unleash New Possibilities in Sales and Service

Discover the latest innovations in SAP Sales and Service Cloud, including AI, usability, and beyond. Together with eGain and Delaware we’ll explore how to boost efficiency and enhance user experiences.
SAP Expert session with Joost Janssens - SAP

Track 1: ' Transforming Customer Experience with AI-Driven Omnichannel Service and Support'

Explore how integrating AI into Harrods' customer experience (CX) processes has optimised their omnichannel customer interactions. Discover how Sinch Contact Pro enhances Harrods' omnichannel customer service approach by providing seamless, intelligent customer experiences across all channels. Additionally, learn how KPS’s deep understanding of Harrods' existing business processes and challenges, combined with their technical expertise, has enabled Harrods to achieve excellence in customer service.

Session with:

• Karolina Wilczek - Digital Product Owner Harrods
• Teemu Niskanen - Senior Manager KPS
• Sunny Sangha - Director of Sales Enablement & Partnerships UK & Ireland Sinch

Customer session brought to you by: Sinch and KPS

Track 2: Opening the door to optimized sales processes and improved results
How Boon Edam used SAP Sales Cloud to increase the conversions of leads into successful opportunities. Supporting the sales employees to work globally on an uniform way and sell more efficient. 
Session with Dirkje de Hoop - ICT Manager Nederland - Royal Boon Edam
Customer session brought to you by: Delaware

Track 3: Expert session 'Commerce'
Brought to you by: SAP

Track 1: 'Commerce cloud and CX implementation for B2B self-service'

At Royal Swinkels, it is our mission to strive together towards a smarter, healthier, and more sustainable company to pass on to future generations. 

We embrace innovation. We invest in technology and data to become smarter every day, thereby creating more value for our various stakeholders, in this case, our customers. As part of a business transformation, which includes the implementation of S4HANA, Commerce Cloud and its related CX products have been implemented.

Paul van Brussel, as global product owner, is responsible for the implementation of Commerce Cloud, Emarsys, CDC, and CDP, initially for the on-trade market across multiple business units. This resulted in a headless, greenfield, MVP (minumum viable product) implementation using an agile way of work. 

Paul discusses the approach taken during the implementation, how it aligns with Swinkels' goals, and shares key learnings from this specific method.
Session with Paul van Brussel - Global Senior Manager B2B Digital Sales - Royal Swinkels
Customer session brought to you by: Elision

Track 2: 'Delivering Trusted Answers in the Digital Age: eGain’s AI Knowledge Framework for Enterprises' 
In today's digital landscape, delivering accurate, compliant, and trusted information is essential for large enterprises, At the core of this is eGain’s AI Knowledge platform, which provides a robust, trust-driven framework. This session will explore how eGain’s AI solutions seamlessly integrate to enhance operational efficiency, reduce service costs, and ensure compliance.
Session with Anthony Gray - Vice President EMEA eGain

Track 3: Power personalized experiences with AI marketing automation
Enhance B2C & B2B customer experience by building personalized journeys through a combination of automation and AI to drive conversion and lifetime value.
SAP Expert session with Wouter Erlings & Paul Aguele - SAP

Track 1: 'From chaos to controlled customer support process: How Deli Home benefited from Service Cloud'
The company making custom home improvement easy decided to focus on making customer support easy.  With a best-practice configuration of SAP CX, Deli Home realized results within 3 months.

Join this session to learn how Deli Home transformed the chaos of 6,000 weekly emails into a controlled customer support process. With a focus on SAP Service Cloud, Jeroen will share how Deli Home gained insights such as “how many touchpoints does it typically require to resolve a complaint?” and “what are the most typical customer support requests?” He will also share results, such as reducing customer requests by 60% simply by proactively providing answers to these questions via the customer portal.
Session with Jeroen Veldhorst - Manager Customer Support Deli Home

Customer session brought to you by: Aiden

Track 2: 'How Douglas leads in Commerce with effective AI strategies'
Discover how Douglas has harnessed SAP Commerce Cloud to significantly boost their online presence and revenue. Learn about the tangible impacts on sales and retention, and gain insights into how Douglas began and evolved their AI journey in e-commerce. 
Session with Yves Dupont - Director Projects and Engineering Douglas
Customer session brought to you by: Netconomy

Track 3: 'Stop wasting content. Using GenAI to bring marketing back into the shopping journey'

Millions of euros are spent each month by B2C and B2B organisations to generate traffic and get people to ecommerce solutions. But this content, often rich with context and information, is left outside of the ecommerce solution. It is time to use GenAI to bring it back and enrich the shopping and buying journeys.
Session with Simon Langevin - VP of Product - Coveo