Executive Education Event English

EMBA Masterclass: Machine Logic or Human Touch: Has AI Taken the Customer Experience Throne?

A white humanoid robot sits upright on an ornate golden throne with a “CX” emblem at the top, against a dark blue background.

Artificial intelligence is transforming how organizations engage with their customers.

In this masterclass, Prof. Dr. Yves Van Vaerenbergh explores how technological efficiency can be combined with genuine human warmth, drawing on cutting-edge scientific research and real-world practice. The session challenges persistent myths about AI and shows why AI is best understood as a powerful enabler of customer interactions — not a replacement for human employees.

What participants can expect:

Insights into how customers truly experience AI-driven service
Practical, evidence-based strategies for integrating AI without losing the human touch
Clear guidelines on when to deploy AI, when human employees are essential, and how to combine both effectively
Surprising findings from recent research on productivity, customer satisfaction, and loyalty
A critical perspective on organizational maturity and common pitfalls in AI implementation

Participants will leave with a clear understanding of how to design AI-enabled customer experiences that are both efficient and genuinely human.

Here are the details:

Date and time: Thursday, 19 February from 16:00 to 18:00
Place: DTU Lyngby Campus, Kollegiebakken Building 421 – Entrance C, 2800 Kgs. Lyngby

Program:
15:45 Arrival – light refreshments
16:00 Introduction to the EMBA programme & Reflections from an EMBA alumnus
16:20 Masterclass, including Q&A
18:00 Masterclass ends

DTU Executive MBA is master programme for senior specialists, project managers and business leaders who wish to continue their lifelong learning journey and enhance their skills in leadership, innovation and technology.

Innovation is essential for growth. Without constant renewal of products, services, processes and business concepts, companies stand to lose market share. That is why the DTU executive MBA focuses on innovation, new business creation and leadership of current and future technologies.

Every assignment in the programme is focused not only on expanding your knowledge but also on impacting your business challenges. In other words, your Executive MBA can be implemented in your daily work life from day one.

The admission requirements are five years of work experience with three years of experience as knowledge-leader, project-leader and/or people-leader.

Visit the DTU Executive MBA programme page for more information.

Speaker

Yves Van Vaerenbergh

Professor of Customer Experience Management at KU Leuven | Co-Founder of KALEPA | Keynote speaker

Prof. dr. Yves Van Vaerenbergh is Professor of Marketing and Customer Experience Management at KU Leuven, Belgium. His work received several international awards, including the 2022 Emerging Service Scholar Award from the American Marketing Association. Next to his academic work, Yves is co-founder and strategy advisor at KALEPA, a spin-off company helping organizations in their journey toward more customer centricity. He also consulted many organizations about their marketing and customer strategies.

LinkedIn Profile: Yves Van Varenbergh