JAN VAN HEEL

JAN VAN HEEL
Chief Marketing & Dig. Transf. Officer
Europe Assistance

How can we digitalise customer service without impacting customer experience and devaluing the brand?

We all know the advantages of replacing people with ChatBots, Apps, Virtual agents but done badly digitalizing could seriously deteriorate your customer experience and impact your brand. This is the story of how Europ Assistance is trying to find the right human/AI mix!