Discovering, learning and enjoying together: Sound of Data’s customer event

The day began at the foot of the Euromast, where our guests gathered by the quay. With badges on and smiles all around, we boarded the boat. Up on deck, faces turned to the sun, we enjoyed a sandwich, a drink, and the stunning view of Rotterdam. Along the way, the captain shared stories about the city’s iconic buildings and landmarks. After an hour-long cruise, we came ashore and made our way on foot to our new office at the Coolhaven.

Robin Kleijwegt, Manager of Information Services at the Dutch Transplant Foundation (NTS), kicked off the speaker program with a story that truly hit home. He offered a powerful look into the vital work done by NTS, where speed, precision and clear communication are literally a matter of life and death. Sharing statistics about patients on the waiting list and explaining the donor registry, Robin highlighted how important it is for people to actively record their choices. Not to persuade, but to prevent difficult conversations for their loved ones.

Robin also explained how NTS works with international partners like Eurotransplant and how critical a solid communication infrastructure is for these time-sensitive processes. Only a few hours pass between a donor organ becoming available and the actual transplant. That’s why the organization is built for 24/7 accessibility, supported by backup systems and strict procedures. A powerful example of how technology and humanity meet during the moments that matter most.

Erwin van de Beek from Puzzel demonstrated how AI can improve customer contact. Not just for the customer, but especially for the employee. He began with a clear-eyed analysis: customer service is often a high-pressure job, marked by negative experiences and a heavy load of administrative work. No surprise the sector struggles with its image. But with AI, that changes. Erwin showed how the Puzzel platform automatically analyzes and categorizes conversations, freeing up agents from manual documentation. Managers gain real-time insights into themes, emotions, and conversation quality.

A striking example came from an energy company: 20% of calls were about solar panels, even though they didn’t offer them. Thanks to that AI-generated insight, they added solar panels to their portfolio with impressive results. In this way, customer contact shifts from cost center to profit generator. It’s no longer just about handling contacts efficiently, but about extracting value from conversations and making strategic decisions based on real customer insights.

Marine gave us a glimpse into how customer communication has evolved at Trespa, known for its facade and wall panels in all shapes and sizes. Although consumers rarely contact Trespa directly, that happens through contractors and hardware stores, communication remains crucial. Interestingly, customer care and inside sales literally sit side by side: one focused on relationships, the other on growth. Marine took us through a 15-year journey, from desk phones to a modern contact center.

The COVID period was a turning point: landlines had to make way for headsets and remote work. Trespa seized the opportunity to invest in a new platform. With support from Sound of Data, they chose Talkdesk in early 2024 marking the start of a new phase. No longer just surviving, but truly improving. Employees are now reachable anytime, anywhere, and most importantly: Trespa has gained insight into what customers are asking. Those insights help the company step by step toward a customer experience that matches their premium brand positioning.

Laurens wrapped up the content program with a sharp and realistic take on using AI in everyday work. He addressed the question on many employees’ minds: “Will I still have a job?” The answer: yes, but the nature of work is changing rapidly. AI will take over some tasks, creating space for more meaningful, human-centered work.

According to Laurens, AI is no magic bullet; it’s a tool that needs training and only delivers value when applied correctly. He showed how AI can strengthen customer contact: 24/7 availability, faster responses, personalized service all at scale. At the same time, he pointed to the risks: loss of empathy, susceptibility to errors, and distrust in chatbots. This led to a lively discussion with the audience: is this mainly a matter of familiarity, technology, or generation?

His advice was clear: put AI high on the agenda, involve employees from the beginning, start small with non-critical processes, and build from there step by step. But most of all: don’t forget the human element. A message that fits seamlessly with our own vision: Automate where possible, stay personal where it matters.

After all the inspiring talks, it was time to relax. Our colleague Arno provided a festive transition with the now-famous knowledge quiz, where the coveted rotating trophy, the iconic copper telephone, was up for grabs once again. Competition was fierce, laughter filled the air, and brains were buzzing, but in the end, it was Sven Schimmel who took home the win. He’ll proudly display the trophy, at home or in the office, until the next edition.

Meanwhile, the barbecue fired up outside. We savored delicious meats, fish and fresh vegetables. And when dessert was served, we toasted with champagne. Because this day marked more than just a customer event. For Sound of Data in our beautiful new location, and for all attendees who went home with fresh ideas, inspiration, and renewed energy.