From Legacy HR to Conversational AI: KPN’s Bold Transformation Journey

Oct 21, 2025 — 03:00 pm - 3:25 PM
Stage SO4

HR TechnologyArtificial Intelligence

Description

This session explores how KPN's is transitioning from traditional linear self-service to a fully conversational, AI-driven experience model. Carlo shares real-world insights on building a future-ready HR service using GenAI while navigating the deep cultural and skills shift that comes with it. • How to design and implement a one-channel GenAI-powered HR service model • The strategic value of combining GenAI with self-service to enhance employee experience • Why we have the ambition that 90% of employees at KPN will never touch a HR system again • How to prepare your HR teams for a rapid role and skill transformation within a year if you decide to take this on

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