For Gen Z and Gen Alpha, digital technology is not something they use. It is something they live with. Voice assistants, AI tools and digital companions are part of their everyday reality. They expect frictionless, personalized experiences by default. And yet, at the same time, they long for something deeply human: sincerity, empathy and real connection.

These are the true paradox generations. Highly tech-native, yet emotionally demanding.

In this keynote, consumer trends expert Joeri Van den Bergh takes you into the mindset of the youngest generations and shows how brands can remain relevant and trusted in a world shaped by AI. Drawing on the latest international research and inspiring cases, from AI-powered toys and beauty routines to immersive phygital platforms, he explains how to design customer experiences that combine efficiency with emotion, intelligence with warmth, and automation with authenticity.

You will discover how expectations around customer experience are fundamentally shifting, and why the winning brands of tomorrow will not just be smart, but emotionally smart.

Because the future of great CX is not only Artificially Intelligent. It is Emotionally Intelligent.