GenAI promises a lot — efficiency, clarity, speed — but every organisation discovers its own mix of opportunities and surprises once they begin working with Now Assist. This session offers a grounded look at that journey: where things tend to go smoothly, where they get interesting, and what teams can do to set themselves up for a confident start.

Rather than focusing on hype, we take a step back and look at the success . One of the most overlooked enablers of a successful rollout is simply understanding your own data. Even a quick glance at patterns in tickets, notes, or workflows can reveal where AI will naturally shine. With lightweight reporting or basic mining techniques, it becomes surprisingly easy to spot high‑value areas — and just as important, to calibrate expectations early.

We’ll explore some of the approaches that consistently help teams build momentum: starting with clear, contained use cases, leaning on out‑of‑the‑box features, and creating early moments of visible value. Throughout, we’ll keep the conversation practical, highlighting small steps that can make a big difference.

To help you take those first steps yourself, we’ll also provide a few simple tips you can try right away — along with an optional update set that offers quick insights into your own data once imported.

If you’re curious about what implementing Now Assist really feels like — the potential, the pitfalls, and the patterns that quietly make it work — this session is a gentle, honest invitation to explore just that.

Short Bio

Stef Knaepkens is the Chief AI Officer at Plat4mation, bringing more than 30 years of experience in digital transformation and organizational change. He has led large‑scale IT transformations across industries, including post‑merger integrations, enterprise‑wide restructuring programs, and end‑to‑end ITIL implementations in over 30 organizations worldwide.

A strategic thinker with a strong people‑oriented approach, Stef is known for his ability to blend technology, organization, and culture into practical, forward‑looking operating models. Throughout his career, he has shaped service strategies, guided global organizations through major change journeys, and led numerous programs focused on improving customer experience, operational excellence, and continuous improvement.

At Plat4mation, Stef defines and drives the company’s AI vision — inspiring teams, shaping AI‑first propositions, and helping clients navigate the shift toward assistive and autonomous ways of working. Colleagues describe him as a creative, positive, and solution‑oriented leader who consistently charts a clear path forward and empowers teams to overcome obstacles with confidence.