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Scaling Customer Service with Conversational AI

  • Customer Engagement Summit
  • Håvard Dahl-Olsen, Jan Thomas Lerstein,, DNB Bank

Successful CX Strategies: Scaling Customer Service with Conversational AI, a Fireside Chat with Jan Thomas Lerstein, Head of Emerging Technologies, DNB Bank - Technology & Services and Håvard Dahl-Olsen, Chief Delivery Officer at

Jan Thomas Lerstein

Jan Thomas Lerstein

DNB Bank - Technology & Services Head of Emerging Technologies
With a 20+ year career at DNB, Jan Thomas has held multiple roles at the intersection of tech and business. As Head of Emerging Technologies, he takes the lead on automating service inquiries through voice and chat, with the goal of increasing customer service efficiency and ensuring that high complexity and high-value interactions are handled with a human touch, always with an eye on leveraging technology platforms to improve user experience
Håvard Dahl Olsen

Håvard Dahl Olsen Chief Delivery Officer
Håvard Dahl-Olsen leads the customer team at as Chief Delivery Officer. Since 2017, he has overseen the development of over 500 virtual agents for more than 300 organizations in the US, the UK, the Nordics and Central Europe, across industries including FSI, H&PS, Telecommunications and E-commerce. Håvard has a genuine passion for customer success and believes that fostering collaborative relationships with customers is key to driving value through the platform.

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