Dialog Group logo | Dialog Group

NOVEMBER 19, 2020


10am – 3pm

Do you know how to surprise your customer?

That is amazing. But what surprises and excites your customer today will be back to normal tomorrow. Will you be able to do it again tomorrow? And the day after tomorrow?

Customers want personal attention. They want to be recognized. And their expectations keep changing, for example due to the current pandemic. As an organization you have to go along with this or you will lose. But how do you organize your digital service in such a way that you are able to exceed customer expectations? How do you accelerate digitization and innovation in a complex organization? What new technological possibilities are there to make customer interaction more personal and relevant?

We will answer these questions and more during FOCI2020. Make sure you’re there!

Presentations, speed date session & online booths

We think interaction is important. And as a visitor at this event, you probably too. That is why you can really participate actively through our event platform. In addition to the presentations, you also have the opportunity to network (via short speed date sessions) and you can attend demonstrations (at online booths).


Get inspired about:

  • New innovations in customer interaction
  • Customer Experience Market Developments
  • Customer cases and demos that innovate in the field of customer interaction
  • How to accelerate innovation between Business/Marketing & IT
  • The role of data quality in exceptional customer service


09:45 – 10:00

Networking & 1-to-1 speed date sessions

A virtual opportunity for corporate professionals to connect with peers! 60 seconds speed networking. Get to know each other, discuss topics & connect!

10:00 – 10:15

The Future of Customer Interaction – The faster innovation

Patrick Roelandt

Patrick Roelandt

Managing Director | Dialog Groep

Most large and even smaller corporations struggle with innovating their digital customer interaction. In order to keep up with the fast changing customer demands, a new paradigm is needed. IT needs to adopt an ‘enabling attitude’ and accept that the role of marketing and business is growing. Patrick will share his future vision.

10:15 – 10:35

Trends & Developments in the Field of Digital Customer Experience

Kaspar Roos

Kaspar Roos

Founder & CEO Aspire

Digitalisation fundamentally changes the world, we can no longer ignore it. Not only digitizing, also humanizing! How you can successfully transform the customer experience with your organization into all customer channels.

10:35 – 10:55

Fast innovation in healthcare: a chatbot in 1 week

Antoinette Tekstra

Antoinette Tekstra

Head of Customer Contact Center| Star-shl

High need in the Customer Contact Center. How to digitize faster through the hustle and bustle of COVID-19. Within 1 week, a chatbot was conceived and set up and employees were trained to manage it.

10:55 – 11:25

The transformation from output management to customer engagement

Edgar van Waardenburg

Edgar van Waardenburg

Product Owner Multichannel Customer Communication | Nationale-Nederlanden

Achieving maximum connection with customers, through innovative channels, focused on the wishes and needs of the customer.

Edwin Nuijten

Edwin Nuijten

Manager Content & Communications Services | Nationale-Nederlanden

Managing all outbound, inbound customer communication and the archiving thereof, within a very large stakeholder field.

11:25 – 11:55

Panel discussion with experts on customer experience, customer focus & customer interaction

12:00 – 13:00

Lunch break with networking, speed-date sessions, visit expo with demo’s at partner stands

13:00 – 13:15

Market Study: Customer Experience in a Post-COVID-19 World

Greg Van den Heuvel

Greg Van den Heuvel

EVP & GM | Precisely EngageOne

How CX Leaders are Reinventing their Strategies to Meet Customer Expectations in the Post-Pandemic ‘New Normal’.

COVID-19 has already changed CX forever. It has disrupted in-person interactions. It’s transformed customer behaviour. And it’s resulted in a digital space that’s noisier and harder to cut through in than ever.

In today’s digital environment, how do you maximize impact to meet members and prospects in their moment of need? How do you optimize your digital engagement, while maintaining a personalized connection with your customers?

In research recently conducted by Precisely and Corinium Intelligence:
• 86% of CX leaders say they’ve updated their strategies since COVID-19
• 79% of CX leaders say that COVID-19 has increased the volume of digital interactions
• And 50% of CX leaders say customers now expected more seamless, digital experiences

Greg explores the trends and key technology investments that are shaping the customer experience marketplace for 2021 and beyond.

13:15 – 13:45

Grow your business & delight your customers with seamless data-driven, personalized interactions

Chris Cummings

Chris Cummings

Product Management | Precisely

Grow your business & delight your customers with seamless data-driven, personalized  nteractions, using video, push, SMS, email and chat in one easy to use (cloud) platform. Integrated Digital Platform


    13:45 – 14:15

    The race to digital: How to create two-way customer conversations in the “contactless” world

    Neal Keene

    Neal Keene

    Field CTO | Smart Communications

    In this digital-only environment, you need to make it easier and faster for your customers to complete applications, onboard or enroll in services, and submit claims or other requests, without going to a branch or agent’s office.

    Neal will explain how to:

    • …Guide customers through fast, easy, digital and mobile-friendly interviews
    • …Connect to core systems to reduce errors and manual work
    • …Improve employee productivity through automation and AI
    • …Improve business agility and reduce IT demand

    Neal will discuss the issues in the current marketplace and how organizations across financial services, insurance and beyond are pivoting to digital and self-service as channels of communication.

    14:15 – 14:45

    Re-imagining Customer Service

    Gerhard Heide

    Gerhard Heide

    Global Head of Market Strategy and Vision | Precisely

    Re-imagining Customer Service and learn how business users can create communications in real time for responsive engagement


      14:45 – 15:15

      Orchestration and dashboarding of complex customer experience platforms

      Achim Schuch

      Achim Schuch

      Alliance & Sales Director | Crawford Technologies

      How to gain a 360° view on your customers with Omni-Channel-Orchestration. Use dashboards and workflow to enable piece level tracking, accessibility on an efficient customer interaction layer



        The Future of Customer Interaction 2020 is made possible by:

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