During a Vision Dinner on November 4, Hidde Andriessen, VP Digital Experience at KPN, will share how KPN is moving beyond individual technology initiatives and bringing together business, technology and data to create new capabilities at scale. A key part of this journey is the changing role of AI in customer experience. KPN is exploring how AI agents and voice technology can transform interactions across digital and physical touchpoints, while autonomic operations are being developed with the ambition of reaching level-five autonomy. This raises new questions around quality, governance, ownership and the role of teams.
Leaders in IT, Data and AI
CPD points | 2 points
17:30 | Start of program (including presentation, discussion and 3-course dinner)
20:30 | End of formal program, opportunity for informal networking
Language: English
Restaurant ‘t Amsterdammertje, Loenen aan de Vecht
VP Digital Experience
Hidde Andriessen is VP Digital Experience at KPN, where he is responsible for Digital IT within the consumer market. He has been working at KPN for more than ten years, with a three-year period as CTO of XS4ALL. In his current role, he is closely involved in KPN’s digital transformation, including AI, data, customer experience and the modernisation of customer processes.
His work includes the use of agentic AI and voice agents in customer interactions, and the continued integration of business and technology across KPN. KPN is regularly benchmarked among Europe’s leading organisations in customer experience, while simultaneously undergoing significant internal transformation to future-proof its services.
For large organizations, the challenge is increasingly not what AI can do, but how to integrate AI capabilities into the way the organization operates. At KPN, this shift spans multiple areas, from modernizing customer processes and decentralizing data ownership to developing autonomic operations and experimenting with agentic AI and voice agents.
During a Vision Dinner on November 4, Hidde Andriessen, VP Digital Experience at KPN, will share how KPN is moving beyond individual technology initiatives and bringing together business, technology and data to create new capabilities at scale. A key part of this journey is the changing role of AI in customer experience. KPN is exploring how AI agents and voice technology can transform interactions across digital and physical touchpoints, while autonomic operations are being developed with the ambition of reaching level-five autonomy. This raises new questions around quality, governance, ownership and the role of teams.
The transformation also requires changes that go beyond technology. As business teams take more ownership of processes and data, KPN is rethinking how teams collaborate, how governance is organized, and how IT, data, and business capabilities can be brought together. The challenge is creating an operational environment in which new AI capabilities can be applied and scaled while maintaining control over a complex organization.
Hidde’s presentation will set the stage for a discussion with peers on how large organizations can move beyond AI experimentation and integrate AI into their operations, customer journeys and ways of working. You are most welcome to join the conversation and share your own experiences and challenges.
