Digital Transformation: Customer Centricity & Change Leadership

Digital Transformation: Customer Centricity & Change Leadership
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Thu 10 October 2019
Thursday 10 October 2019
5:30 PM - 10:00 PM

Digital Transformation Insights:

Change Leadership & Customer Centricity

Keynotes by Bart De Smet (CEO Ageas) and Arnaud Feist (CEO Brussels Airport) 



 Bart De Smet: "Leveraging technology for increased consumer engagement"

How can B2B companies engage with their consumers using digital technologies?
How can consumers have premium experiences with the brands they are buying from the sales channels?
Learn how Ageas connected directly with its end-consumers while strengthening its intermediaries: the brokers and the banks selling the AG Insurance products.


Get inspiration on how digital can help your company realize a long tail strategy selling more of the less popular products and reaching more of the hard to reach consumers.


As the No. 1 player in the Life insurance market and No. 2 in Non-Life, AG Insurance is the clear market leader in the Belgian insurance market. Almost 1 out of 2 Belgian households are customers of AG Insurance. Products are tailored to the needs of individuals and companies through distinct market segments that include: Life Retail and SME, Employee Benefits & Health Care and Non-Life. Ageas' 3 million customers in Belgium have access to a full range of AG Insurance products through over 4,000 independent brokers as well as the branches of its bancassurance distribution partners, BNP Paribas Fortis, Fintro and bpost bank/bpost banque. Today, Ageas sports divisions across Europe and Asia, with more than 13,000 employees in Europe and more than 32,000 employees in Asia serving 47 million customers worldwide and realizing an annual inflow of over €34 billion. 


Mr. Bart De Smet, CEO of Ageas and member of the Board of Directors, has led Ageas, formerly the Insurance Division of Fortis, successfully through the turmoil after the 2008 financial crisis and realized what at one time seemed a 'mission impossible' - transforming the company's reputation and leaving the past behind. Over the last few years, Ageas has taken its transformation to a whole new level by leveraging digital technologies to engage with the end consumers while strengthening its channel partners. Mr Bart De Smet will share his experiences and elaborate on what Ageas did and how the Ageas leadership did it. Finally, he will give us his vision on the future of the insurance sector and Ageas' strategy.


Arnaud Feist: “Brussels Airport leveraging data-driven opportunities for optimal passenger experience within the airport ecosystem”



Learn how Brussels Airport is reshaping its business and organization, to accelerate its digital transformation leading to further enhanced customer experience in the ‘Airport of the Future’.

With a record of more than 25 million passengers and 732 thousand tons cargo in 2018, Brussels Airport is one of the largest airports in Europe. As Belgium’s second most important economic growth engine, Brussels Airport has developed a long-term vision and strategy to anticipate and address the challenges and opportunities that lie ahead. A key point in that overarching strategy is to take the lead in its ecosystem for the digital innovation in order to bring customer experience to the next levels and to thrive in an ever more competitive environment. In its ambitious Strategic Vision 2040, digital transformation will lead the way, bringing travel and business together, pro-actively managing its environmental footprint.


Arnaud Feist was appointed CEO and member the Board of Brussels Airport Company in 2010. Arnaud joined Brussels Airport in 2005 as CFO.


Arnaud is a Board member of ACI Europe, the European airports trade body, that he chaired from 2013 till 2015. He has been a member of the Board of ACI World, the world’s airports trade body, since 2013.


He is member of the Strategic Committee of the Belgian business federation (FEB/VOB), member of the Board of the Flemish Chamber of Commerce and Industry (VOKA) and of the Brussels Chamber of Commerce (BECI).


 Arnaud has a Master in business engineering and a Master in tax law from the Solvay Business School, Brussels University. 


Panel Debate


A panel of Experts with Didier Ongena (General Manager Microsoft BeLux), Öztürk Taspinar (Lead Digital Accenture BeLux) and Jeroen Lemaire (Founder and CEO of In The Pocket) will build on both testimonials and discuss how other industries can implement a similar digital strategy. The panel will bring insights on how leaders can kickstart digital transformation and manage the change process successfully. Prof. Stijn Viaene (Lead Digital Vlerick Business School) will moderate the debate. 


Afterwards there will be a networking reception where you can reach out to experts from the event partners who will be sitting at 'genius bars' showcase some of their technologies and solutions.


 17h30 - Walking Dinner
19h00 - Keynote & panel debate
Afterwards - Networking drink


We thank our partners for their ongoing support!


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