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KINTalks: The Future of Employee Experience – Chatbots as Enablers

29 May 2020 @ 16:30 - 17:30

How can technology enable the future of employee experience? ING and KIN’s ChatLab will share their learnings around chatbots and more.

About this Event

As organizations and employees find new ways to work effectively toward a “new normal”, remote work will likely endure at least partially as we transition into new patterns. As a new hire, how will it feel to join a company 100% remotely from day one? For HR and managers, how can new employees be set up for success in the company and get immersed in the culture and context in the new “digital” business as usual? How can companies engage employees leveraging digital channels?

In our upcoming KINTalks on May 29th, we will be talking about how Future Employee Experiences can be enabled by technologies such as chatbot technology.

Mihaela Ionescu & Sander de Bruijn from ING will share their employee centric and needs based approach to improving the ING employee experience through service improving technologies. In their talk, they will share learnings from their experience, including their foray into chatbot technology. They will take a look at what it takes to build experiences around the employee, connecting technology with customer value and how ING experiments with chatbots to enhance the experience.

Mahmood S. Zargar from KIN Center for Digital Innovation will share learnings from Chatlab, a Master’s thesis lab exploring how current chatbot technology can contribute to conducting qualitative onboarding conversations.

About the Speakers

Mihaela Ionescu is an innovation methodology coach at ING. She works with teams in the ING Labs that aim to create new customer value by disrupting the current business models. Although she comes from a commercial background, having worked in product and sales management, the most exciting projects for her are those with a heavy human dimension.

Sander de Bruijn joined ING in 2018 as Head of Employee Experience. In this role, Sander is responsible for a differentiating and consistent employee experience within ING. As ING is globalizing (HR) operations, it is Sander’s responsibility to put the employee at the heart of this transformation and design and create (HR) services that are personal, easy and smart.

Mahmood S. Zargar is an Assistant Professor at the KIN Center for Digital Innovation and a co-founder of ChatLab. His research touches on open-ended use of conversational agents where he explores the cognitive and affective aspects of user responses to chatbots. He also conducts research on online community governance and knowledge collaboration in virtual spaces. Prior to joining VU he obtained his PhD in McGill University (Canada).

About KINTalks

The concept is simple. KINTalks is an event where inspiring practitioners are invited to talk about their work experience in the field of innovation, digital technology, business and/or design. Key here is sharing knowledge and firing up debate.

There are (too) little moments where academics and practitioners meet. KINTalks helps:

  1. to encourage a conversation around shared interests
  2. to learn from each other and
  3. to network and nurture lasting relationships.

Overall, it is an opportunity to get inspired and energized.

Please register here to join the KIN Talk. If you have further inquiries, please do not hesitate to contact us at kintalks.sbe@vu.nl.

We look forward to welcome you to our KINTalks.



29 May 2020
16:30 - 17:30
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KIN Center