07 Sep ContactEngine expands its artificial intelligence team with two senior appointments
- Laura van Beers joins as Head of AI and Machine Learning
- Inge Brandt appointed as Head of Customer Journey
- Both appointees enjoyed senior roles at Dutch customer communications giant, KPN
ContactEngine, the customer communications technology leader, goes from strength to strength with the announcement of two new hires within its senior management team.
Following the appointment of artificial intelligence (AI) authority Professor Nick Jennings, the Vice-Provost for Research and Professor of AI at Imperial College London, as Adviser, Laura van Beers takes on the role of Head of AI and Machine Learning at ContactEngine to work alongside him on incorporating AI deeper into the customer communications journey.
Prior to joining ContactEngine, Laura worked in various roles within KPN. Her responsibility was to strengthen and advance the digital transformations of the company. Over the years she gained an in-depth understanding of AI, omnichannel customer interaction and Data Driven Marketing. She has considerable experience in using advanced technologies to offer customers a relevant and personalised experience.
At ContactEngine, Laura will work towards furthering automated communication by executing AI and machine learning solutions and tapping into Professor Jennings’ research to revolutionise interactions between corporations and their customers.
Laura van Beers, Head of AI and Machine Learning, ContactEngine commented, “It’s an exciting time for ContactEngine and I look forward to working with the team in delivering innovative services and solutions that will help the market leader’s impressive roster of clients ensure their customers receive the best possible, intelligent customer support.”
Inge Brandt joins the company’s European team as the Head of Customer Journey. At ContactEngine, Inge will be responsible for designing and augmenting automated customer journeys to ensure the best possible customer experience.
Inge also joins the UK-headquartered ContactEngine after years of experience working as the Customer Experience Designer at KPN in the Netherlands. While at KPN, Inge was responsible for customer-centric development of innovative IT services and solutions, like VoLTE, SDN, OSS, and creating realistic and customer-focussed improvement plans to help organisations achieve the highest levels of customer satisfaction.
Inge Brandt, Head of Customer Journey, at ContactEngine, said: “ContactEngine’s unique approach to customer journey, tech-enabled solutions and impressive portfolio of clients are just a few of the many reasons I want to part of this game-changing family. I look forward to building on my previous experience to support ContactEngine’s clients in embracing new technologies that will take their customers’ experience to a brand new level.”
Dr. Mark K. Smith, CEO of ContactEngine, commented: “ContactEngine puts strong emphasis on utilising advanced, intelligent technology solutions. Laura and Inge bring with them extensive knowledge and capability to drive ContactEngine further, so we always remain one step ahead of our global clients in offering them those key transformative technologies that provide indelible support of their customers’ journeys.”
ContactEngine is a customer-conversation management platform. Pro-active and omni-channel, ContactEngine leverages natural-language processing and machine-learning so that global brands can transform their customer journeys. ContactEngine disrupts traditional call-centres, being a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-centre predecessors. This means that as well as being lower cost, ContactEngine can drive corporate KPI’s harder and faster, as well as improving the customer experience.
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