Mark is product lead for the digital channels at KPN. And in addition Mark heads up Conversational AI at KPN, where he is responsible for overseeing the Digital Assistant. His primary objective is to provide KPN customers with highly personalized and relevant experiences. Mark holds a Master of Science degree in Computer Science from Delft University of Technology. Prior to joining KPN in 2015, he worked for nine years at Accenture, specializing in digital innovation and strategy. Mark is driven by his passion for technology that enhances, simplifies, and enriches the lives of users, making their experiences effortless and more enjoyable.
Mark has been working in the domain of conversational AI since 2018 focusing on building a mature omnichannel (web/app/voice) omnichannel digital assistant as the primary starting point for digital journeys, grounded in a digital first, human assisted strategy. Since 2023 focusing on embedding generative AI solutions both in the Digital Assistant and the KPN organization at large.
KPN is the market leading (incumbent) telco in the Netherlands in the fixed, mobile and B2B markets with over 6M customers. KPN leverages conversational technology in all business domains, both in digital channels (text based) and in all primary voice channels. KPN has done significant investments in this field over the years, is now ramping up with the advent of gen AI.