Mark is the Product Manager for KPN's Digital & Voice Assistant and Gen AI, where he leads the charge in creating highly personalized and relevant customer experiences. Since 2018, Mark has been instrumental in developing KPN's mature, omnichannel digital assistant, grounding it in a 'digital first, human assisted' strategy. His current focus is on embedding generative AI to move beyond simple interactions and tackle the real-world challenges of building truly helpful and integrated solutions across the organization. With a Master's in Computer Science from Delft University of Technology and a background in digital strategy at Accenture, Mark is passionate about using technology to make customer experiences effortless and more enjoyable.