An Executive Evening with ING, Xebia & Google Cloud
📍 Google London – Kings Cross, Space Oddity Room, 6 St Pancras Square, N1C 4AG
📅 Wednesday, 28 May 2025 | 18:00 – 20:30
Format: Drinks, nibbles, networking, and an interactive discussion with ING, Google Cloud, and Xebia leaders.
Reimagining Customer Engagement in the Age of AI
Join Google Cloud, Xebia, and ING for an intimate executive gathering exploring how Generative AI is reshaping the future of customer interaction. Anchored by ING’s trailblazing work in digital assisted channels ( recently recognized by Thomas Kurian at Google Cloud Next) this event offers a first-hand view into how one of Europe’s most innovative banks is redefining service delivery across its global footprint.
This private event offers a unique opportunity to explore how ING is redefining customer service through GenAI, hear firsthand what it takes to move from pilot to production, and connect with fellow executives on navigating the promise and complexity of AI at scale.
What to Expect
- Hear from Bas Heemskerk, Product Lead – Assisted Channels at ING, on how the bank combined voice, chat, and video with GenAI and human support to power truly omnichannel banking.
- Get the inside story of ING’s chatbot journey, from experimentation to scaled deployment—boosting productivity and enhancing CX in one of the world’s most regulated sectors.
- Explore the AI-enablement playbook with Giovanni Lanzani, Xebia’s Managing Director of Data & AI, who will unpack ING’s approach to GenAI skills development, risk management, and productization.
- Connect with senior leaders from across banking, tech, and consulting in a private, thought-provoking setting.
- Bas Heemskerk, Product Lead – Assisted Channels, ING
Strategic vision, technical execution, and impact from a digital-first global bank. - Giovanni Lanzani, Managing Director – Data & AI, Xebia
How ING upskilled its workforce and scaled trustworthy GenAI systems. - Senior Leaders from Google Cloud
The latest on Agentspace and enterprise-grade GenAI adoption.
Agenda at a Glance
| Time | Activity | Details |
|---|---|---|
| 6:00 – 6:30 PM | Arrival, Registration, Drinks & Nibbles | Welcome guests, distribute name badges, networking |
| 6:30 – 6:45 PM | Welcome & Introductions | James Lord, Google Cloud UKI Enterprise Sales Leader |
| 6:45 – 7:30 PM | ING’s Digital Assisted Channels: Seamless Customer Journeys | Bas Heemskerk (ING) & Giovanni Lanzani (Xebia) – Deep dive into ING’s assisted channels, digital strategy, and generative AI blueprint |
| 7:30 – 7:50 PM | Q&A Session | Moderated discussion with speakers |
| 7:50 – 8:10 PM | Closing Remarks & Next Steps | Invitation to “Proof of Value” workshops – Andrew Dalby & James Lord |
| 8:10 – 8:30 PM | Extended Networking (Optional) | One-on-one conversations, drinks |
About ING’s Digital Assisted Channels
ING’s digital assisted channels combine secure messaging, chatbots, live chat, virtual assistants, call centers, and video calls—seamlessly blending advanced AI tools with expert human interaction. This omnichannel model enhances onboarding, problem resolution, and day-to-day banking with fast, contextual, and personal service—delivered at scale, globally.
Operating in 100+ countries, ING has long embraced a digital-first, human-centric model that many UK institutions are only beginning to explore.