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Stage 4 - Worktech
October 21st '25 / 3:00 PM to 3:25 PM CEST

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

Case Study

How KPN Leverages GenAI and Self-Service to Reshape HR and Drive Strategic Business Value

Discover how KPN is revolutionizing HR through conversational AI and bold moves. Learn from their journey of embracing GenAI, reshaping service models, and navigating the human impact of rapid transformation.

Speaker
Carlo Steenvoorden
EVP HR People Services, Analytics & HR AI
KPN
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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
See the 2025 Agenda
See the 2025 Agenda
Speaker
Carlo Steenvoorden
EVP HR People Services, Analytics & HR AI
KPN
Read more