Stijn Roovers

Stijn Roovers is Head of Product at CM.com, where he works with enterprise customers turning communication channels like WhatsApp, SMS and RCS from a support add-on into the primary conversational surface for marketing, sales, and service. His focus during this event is on what it actually takes to run WhatsApp as agentic, revenue-bearing infrastructure at scale, the architecture behind AI agents, the customer context that compounds with every interaction, and the enterprise-grade governance CIOs need before they’ll trust a channel with real revenue.

Having moved through carrier relations, network routing, and product leadership since joining CM.com in 2020, Stijn has seen first-hand where WhatsApp deployments stall at “answering a question” and where they evolve into something that carries a full customer relationship. He’s particularly interested in where CIOs should draw the line between agent autonomy and human ownership, and how that line moves as trust builds.

He hosts this session expecting to be pushed on how far “agentic” can really go before it becomes a governance problem as much as a product one.