Keynote speeches

Can AI help you?

Designing CX
for Gen Z & Alpha

For Generation Z and Gen Alpha, technology isn’t a tool, it’s an intuitive extension of life. These young consumers are growing up with Alexa as their aunt, AI tutors as study buddies, and digital companions who “get them". But they’re also the Paradox Generations: open to AI’s convenience and hyper-personalization, yet craving emotional honesty, empathy, and human connection.

In this keynote, future consumer expert Joeri Van den Bergh explores how brands can build trust and connection in an AI-driven world. Based on cutting-edge global research and the latest brand cases, from Mattel’s ChatGPT-powered Barbie to L’Oréal’s AI beauty routines and Roblox phygital experiences, Joeri reveals how to design customer experiences that balance speed with soul, data with empathy, and automation with authenticity.

Discover how to meet the new CX-pectations of the most AI-native generations yet, and learn why the future of great customer experience isn’t just Artificially Intelligent, but Emotionally Intelligent.