Johannes Kliesch is the founder of the e-commerce company SNOCKS and a senior consultant at the Amazon consulting agency Snocksulting. For many years, he independently managed the SNOCKS Amazon FBA account and generated six- to seven-figure annual sales. Today, he is an expert in Amazon listing optimisation and advertising on Amazon. Due to his expertise, Johannes is a sought-after speaker and consultant in the Amazon environment. In addition to Amazon FBA, SNOCKS now also operates its own online shop, which also generates seven-figure annual sales. These figures are only possible thanks to the expertise in Shopify Conversion Rate Optimisation as well as performance marketing channels such as Facebook Ads. Johannes Kliesch is a recognised expert in both areas and thus a valuable contact for anyone who runs their own online shop.

Christina heads Customer Experience at the XXXLutz Group, one of the world’s leading furniture retailers. She and her team are working on the design of customer-centric and cross-channel processes that place a clear focus on end-to-end experiences and customer satisfaction. This is based on intensive customer research, which makes it possible to understand the customer’s needs and inhibition thresholds along the entire journey. Before joining XXXLutz, Christina Böchheimer worked in leading positions in the agency and service sector with a focus on strategic and customer-oriented consulting for a wide range of industries and companies.

Maximilian Steudel is Lead Consumer Experience Strategy Manager in International Marketing at Dr. Oetker, one of Europe’s leading food producers. Together with his team, he is responsible for all owned channels such as websites and apps as well as the MarTech infrastructure for over 40 countries. Before joining Dr. Oetker, he worked in international performance marketing for various e-commerce layers, including Triple A internet shops and GastroHero.

12+ years of experience in customer experience management with NPS as key KPI (transactional and relationship NPS).
Launched customer experience projects in over 40 countries and regularly communicated next steps and results
Leading cross-functional projects with various internal stakeholders around the world
Facilitate global knowledge sharing workshops focusing on customer satisfaction/ loyalty/ NPS
Global set-up, management and training of the CX management tool “Qualtrics” and Qualtrics XM platform” for internal stakeholders in different departments and countries

Jacqueline has been Lidl Digital’s team leader for customer insights and customer experience since 2018. Together with her team, she is responsible for identifying the drivers of customer (dis)satisfaction through customer surveys, bringing these insights into the company and deriving optimisation measures. The qualitative information about customers is complemented by quantitative analyses of purchase data to develop a holistic understanding of the customer and their development. Prior to Lidl Digital, Jacqueline worked in various digital positions at OTTO, Breuninger and Holidaycheck.

Profile

• 40 years of professional experience in premium retail
• 25 years as a member of the board of directors in globally active and listed companies
• Employee responsibility <1. 000
• Sales & Budget Responsibility: € 500 million to € 2 billion

Core competences:

• Global brand management with wholesale and retail activities
• Management of retail chains and department store groups
• Development and implementation of new business concepts
• Refurbishment of Department Stores and Development new flagship stores

Executive Experience

• The KaDeWe Group, Berlin, Germany (2014 – today)
• Karstadt Warenhaus GmbH, Germany (2012 – 2013)
• Charles Vögele Group, Switzerland (2009 – 2011)
• Hugo Boss AG, Germany (2004 – 2008)
• S. Oliver Group, Germany (2002 – 2003)
• Harrods Ltd, Knightsbridge, London, UK (1995 – 2001)

Supervisory bodies

• IGDS – Intercontinental Group of Department Stores (2018 – today)
• Magazine zum Globus AG, Switzerland (2020 – today)
• Zino Davidoff Trading AG, Switzerland (2013 – today)

Fred Reichheld is the creator of the Net Promoter® system of management, the founder of Bain & Company’s Loyalty practice, and the author of five books including the New York Times bestseller The Ultimate Question 2.0. His new book WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers will be published in November by Harvard Business Review Press. Rechheld is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977.

As one of two managing directors of Fashion ID GmbH, Nicolay Merkt is responsible for the entire online business of Peek und Cloppenburg KG, Düsseldorf. As a digital native from the very beginning, the 44-year-old is not only responsible for the P&C webshop in Europe, the boutique site FashionID.de, but also for the high fashion webshop Stylebop.com and the Anson’s webstore. The omnichannel expert is always on the lookout for exciting use cases to increasingly link the rapidly growing online trade in the group with P&C’s strong stationary business. His vision is a completely seamless linking of the sales channels for the customer. Before joining Peek & Cloppenburg in 2014, he was responsible for product management and product marketing of digital E-POST products at Deutsche Post DHL and helped to establish a start-up in the online classified environment. Merkt is the father of two sons and, as a native of Cologne, is an ardent supporter of FC Cologne.

Mavie John has over 20 years’ experience in the telecoms and tech industry. During this time, she has led teams in social media, customer experience and customer service and has gained a broad expertise in digital, CRM and HR. In addition to her day job, she is involved in gender equality and inclusion initiatives and delivers branding and LinkedIn workshops for female audiences. Customer and employee centricity, integrity and honesty are what she brings to a team. She is known for her energy, communication skills, drive and creativity.

As Head of Digital & Consulting, Daniel Krantz is responsible for numerous digital projects in the Otto Group Holding. With his team, he advises the Otto Group companies strategically and provides operational support in the implementation of projects and products. On the product side, his current focus is on shopping apps, chat bots and voice applications. Daniel has been working in the digital industry for over 15 years, most recently leading the Otto Group’s Mobile Lab and previously product teams in the freenet Group.

Peer is a global leader with more than 20 years of experience in the video communications, software and consulting industries, including extensive knowledge of software-as-a-service. He is known for innovative, highly successful sales and go-to-market strategies. Under his leadership, team members grow and develop to their full potential. As Head of DACH at Zoom Video Communications, Peer is responsible for the business in Germany, Austria and Switzerland. Previously, Peer was Managing Director of Webex in Germany since 2003. The company was acquired by Cisco Systems in 2007. At that time, Eric Yuan, the current CEO of Zoom, was Vice President of Engineering at Webex. Yuan founded Zoom in 2011 and Zoom went public in 2019.

7 years with METRO in various Executive roles incl. Group Strategy, Customer Experience, Digital Transformation
7 years with Bain & Company in the Düsseldorf office
MBA from AGSM at University of New South Wales in Sydney
Diplom Physiker, Universität Karlsruhe (KIT)

Fabian is a digital marketing and brand management leader with long-standing experience at both C-suite and Board-level. His career has seen him at the forefront of innovation in the digital marketing space, heading up the marketing functions of leading online companies spanning industries including telcos, tech and travel. Prior to joining Scout24 Schweiz AG as Chief Marketing Officer, he was Head of Online Marketing & Social Media at Swisscom, where his responsibilities also included the online marketing activities of their sub-brands Wingo and SimplyMobile. Other former roles included Head of eMarketing at Kuoni Travel Group and Director Online Marketing & Sales at UPC Broadband The ability to thrive in complex environments, his experience, creativity and problem-solving skills put Fabian at the very top of his profession. He is currently responsible for the marketing activities across all Scout24 brands (AutoScout24, ImmoScout24, FinanceScout24, MotoScout24 and anibis.ch). He presently lives in Aarau and has two children.

From October 1, 2020, Sebastian Walter will be responsible for the newly created “Digital and Consulting” division as Vice President and will report directly to Sebastian Klauke, Group Executive Board Member for E-Commerce, Technology, Business Intelligence and Corporate Ventures. The merger of the “Digital Excellence” (EC-DX) and “Otto Group Consulting” (VV-OC) divisions is intended to strengthen the holding company’s consulting function in order to better meet the challenges of digital transformation in the future. The 45-year-old lawyer has more than 15 years of professional experience in consulting and industry – most recently as Expert Vice President and Head of Digital Solutions at the strategic management consultancy Bain & Company in Berlin and previously in sales and marketing management at Unilever and Olympus Optical. As an expert in the consumer goods, healthcare and retail industries, he has helped clients find and implement digital solutions to, for example, improve the customer experience, optimize internal efficiency or develop new business areas. He has supported design thinking, user analysis, and the creation and optimization of prototypes and digital products such as apps, data-driven management systems, and omnichannel customer journeys.

Dr. Lasse Meißner (born 1989) moves between the spheres of business, entrepreneurship and science. He is currently responsible for all digital services such as digital marketing, international eCommerce and marketplace activities and digital category management as Managing Director of BUTLERS-Digital. As a leader, founder, consultant and scientist, he is always interested in the sustainable optimisation of decisions under uncertainty. He received his PhD in economics from the University of Düsseldorf after studying in Friedrichshafen, Madrid and Maastricht. Before his doctorate, he founded an IT start-up in the field of machine learning and worked as an independent consultant and project manager in the areas of digitalisation, corporate development, marketing and sustainability. Project partners included BASF, Galeria Kaufhof, Ferrero, EDEKA and various federal ministries. He is a former scholarship holder of the EXIST Gründerfonds, ERASMUS programme and the Friedrich Ebert Foundation and a member of the Managerkreis and Young Leaders Club of the FES.

Hartmuth Gieldanowski is an innovation and agile coach at Die Post CH AG. He works on the CEO staff as a trainer & coach for managers and product teams in the area of modern product development with Lean Startup, Design Thinking and Agile Product Development. He holds a Master’s degree in Business Informatics from the University of Applied Sciences Northwestern Switzerland (FHNW) and a Master’s degree in Psychology of Learning from the University of Duisburg-Essen. As a founder and consultant, he has been active for more than 15 years in various roles in product and service development in the finance and communications industry as well as in the public sector. Since 2017, he has been a guest lecturer for organisational development at the FHNW.
https://www.gieldanowski.ch

As Chief Customer Officer, Miriam van Straelen leads Merchant Performance & Quality, Customer Experience Development, CX Data Analytics, Customer Care and Payments. With a 360-degree perspective on the customer and an end-to-end view of the customer experience, her team works to increase customer satisfaction and thus customer activity and retention. Miriam has more than 15 years of experience in digital strategy and product development and is an expert in B2B2C platforms, e-commerce and fintech environments. Her previous employers include PayPal, eBay, mobile.de, Roland Berger and various start-ups, where she was also co-founder and CEO.

Caro has been the Executive Director of the non-profit association Viva con Agua de Sankt Pauli e.V. for 3 years. The association is an international network of people and organisations working for clean drinking water and social transformation. The Viva con Agua trademark: Unconventional, explorative work and a logic of thought and action that enables agile working. Together with our partner networks, we succeed in setting new accents across sectors. These often leads to positive transformation: A bottled water that calls on people to drink tap water or a football stadium as an art gallery – and economically successful. After her studies, Caro already managed a facility in inpatient youth welfare in Dithmarschen for 4 years at the age of 24. After a short detour into management consultancy, she has been working for Viva con Agua de Sankt Pauli e.V. since September 2018.

As CIO, Daniel is responsible for IT, mobile and software development. Together with his school friend André, Daniel founded a successful IT start-up during his studies. He finally sacrificed his long-standing job at Microsoft – and his car – to set up Europe’s largest long-distance bus provider.

Effective 1 January 2021 the Lufthansa Group has appointed Heike Birlenbach as Senior Vice President Customer Experience. In that context she is acting as the top customer ambassador within Lufthansa Group designing and being responsible for the overall customer experience. This includes Customer Strategy, Experience Design, Customer Servicing and Digital Interaction, moreover all product developments such as aircraft cabin or lounges worldwide. She leads a team of over 2500 employees around the globe. Before her move to Customer Experience Heike acted as SVP responsible for worldwide sales for Lufthansa, Swiss, Austrian, Brussels Airlines and partly Eurowings with a total of 2000 employees on all continents around the world. In addition she was Chief Commercial Officer of Lufthansa Airline. Heike Birlenbach started her career with Lufthansa in 1990 and held a variety of Management positions in commercial, customer and operations roles in London, Amsterdam, Milan, Munich and at Lufthansa headquarters in Frankfurt. She holds a Master of Management from McGill University in Montreal, Canada.

Skills and experience
Monika Schulze has a broad range of experience in the FMCG and insurance industry and has been successfully working in leading positions in various countries for almost 30 years. Before working as Head of Customer & Innovation Management in Germany, she moved to Switzerland as Global CMO. Before that, she ran her own business as a strategy consultant. In her last two positions at Unilever, she was Vice President Brand Development Europe and Business Director Foods responsible for P&L in Hungary. Monika’s strength lies in finding new, more powerful and profitable ways to build strong businesses and brands – especially in the context of massive industrial change and digital disruption. She is an early adopter of digital platforms and projects.

Awards
In 2018, Monika was listed by Martech as one of the “Top Twelve Women CMOs to Follow on Twitter”. The year before, she was named one of the most influential CMOs in the world by Forbes and nominated for “Woman to Watch Europe 2017” by AdAge.

External appointments
Monika is a board member of Schloss Wachenheim Group, a sparkling wine producer based in Trier, Germany, and Atlantic Grupa, an FMCG company based in Zagreb, Croatia.

Dr. Marco Adelt is COO of CLARK. Marco and the 350 other heads at CLARK believe that the important things in life should be simple. And that everyone should have access to them, regardless of where you come from. Insurance is important! They enable us to live a carefree life. CLARK has set out to become the largest insurance broker for private customers in Europe. Marco has been working in the insurance world since he was 18. Before founding CLARK in summer 2015, Marco supported insurers & financial distributors for 9 years as a management consultant in more than 50 projects. As host of the PERFORMANCE PODCAST, Marco regularly talks to top performers about their routines and habits.

Ulrich Hoffmann has been in software sales for over 25 years and has extensive experience in Software as a Service and cloud technologies. In his current role as Director, EMEA Central at Zendesk – recognised by Gartner as a leader in CRM and customer support software – Ulrich Hoffmann helps customers and those who want to become customers learn how to leverage customer service for customer experience and thus business success. Innovations in the field of IT that enable positive change in society are particularly important to him. With a degree in aerospace engineering and many years in management positions at leading software houses such as IBM and Salesforce, Ulrich has a multi-layered view of the problems and challenges faced by companies in a wide range of industries.

Philipp Rossner is Managing Director and Board Member at SIGNA Sports United, the world’s leading online sports trading platform with more than 7 million customers and 1.6 billion dollars in sales. Philipp Rossner is responsible for Strategy, Business Development and M&A and has been instrumental in the development of the SIGNA Sports United Group for more than 3 years, which announced its IPO on the New York Stock Exchange a few weeks ago. Previously, Philipp was Managing Director and CEO of brands4friends and Senior Director at eBay with various responsibilities. He started his career as a management consultant at The Boston Consulting Group with a focus on consumer goods and media.

Daniel Boos heads the User Experience team at Swiss Federal Railways SBB. His main interests include future customer experiences, flexible and mobile working, the design of digital and physical workplaces and the use of communication and collaboration technologies. He has expertise in user research, foresight approaches and human centred design for innovation activities and strategic issues of ICT service providers. He volunteers for Dock18, Re:PublicDomain, Communia and Digitale Allmend. His topics are public domain, media culture and Creative Commons.

▪ 12 years of expertise from the telecommunications industry with a sound sales, marketing & strategy background, both from practice and theory as part of the Bachelor/Master degree incl. foreign module University of Cape Town
. ▪ In the 12 years after starting as a trainee in various management positions at Vodafone GmbH in Germany
. ▪ Most recently Senior Manager position as Head of Retail Excellence focusing on:
▪ Strategy and concept area for direct retail sales channels with P&L responsibility for own and franchise stores Responsibility Digital Transformation Retail Channels and Omni-Channel Strategy for Consumer Sales incl. Digital Sales
Responsibility and conception of CRM and go-to-market strategies
▪ Planning and responsibility of potential-creating marketing/customer activities with focus on digital (social media, SEA, SEO etc.)
▪ Planning and responsibility of potential-creating marketing/client activities with focus on digital (social media, SEA, SEO etc.)
▪ Since 01.08 Change of sector to the energy industry as Head of Sales & Marketing at stadtenergie GmbH, a digital subsidiary of DEW21 GmbH with the following focus areas:
▪ P&L responsibility and direct report GF
▪ Definition of corporate strategy and responsibility Brand, Marketing, Omnichannel & Commercial Alignment
▪ Responsibility Digital Transformation stadtenergie GmbH & know-how transfer with parent company DEW21 GmbH
▪ Meanwhile, building a sustainable growth path towards 50,000 customers by the end of the 2021 financial year

Artam is a digital enthusiast and CX evangelist from the start. In his role as Technical Communication Manager at Roadsurfer, he creates new customer experiences every day while building a new business model in the camper and travel industry.

Stephan has been supporting companies and executives in customer-centric innovation and change projects for more than 10 years in the development of a customer-centric organisation, the design of customer-centric strategies and their implementation in products, services and processes. He is one of the inventors of the Customer Centricity Score (CCScore), a measure of customer orientation in companies. In addition to the CCScore, he has developed and launched feedback tools such as the employee engagement methodology ‘Pulse’ and prototyping applications for international companies. Stephan has an M.A. in Information Science and is a certified SCRUM Product Owner.

Eva Krüger is Co-Head of Customer Experience and Insights at SBB. Together with her team and the community, she initiates, facilitates and supports projects to gain customer insights and optimise the customer experience. SBB is the largest transport company in Switzerland, carrying over one million passengers to their destination every day. In her previous position, she was Head of User Experience at SBB IT. Before joining SBB in 2013, Eva did a PhD in psychology and worked in academia.

Romana Aumer has many years of experience in the technology industry in the areas of marketing and controlling, and has worked for A1 Telekom Austria, the market leader in Austria, for more than 20 years. Her focus is on the B2B business, where she has headed the “Enterprise/Customer 360° Business Unit” since October 2020 and is responsible for strategy, communication, CX and performance & development. With her experience as an Agile Master and Product Owner in cross-functional teams, she shapes her governance role cross-functionally for the entire business area.

Daniel Möllerhenn is an Associate Partner in Bain & Company’s Frankfurt office. He is an expert in Bain’s Customer Strategy & Marketing and Telecommunications, as well as, IT/ Digital practices. He has more than 10 years of global consulting experience and specializes in customer-centric transformations for clients across EMEA. Daniel drives Customer Experience Transformation programs for clients across industries with a focus on simple & digital customer experiences combined with transforming the underlying technology & IT infrastructure to make it ready for the digital world. He is also a seasoned expert for Net Promoter System® implementations.

Anna Maerz has been leading the customer experience team at Mytheresa since 2017 and has successfully built it up over the last few years. She is an expert in the area of customer centricity and brings over 15 years experience in retail with her. Her professional stations can be summarised as follows:
– Mytheresa – Head of Customer Experience with focus on Customer Journey, Direct Customer Communication, Customer Satisfaction and before that Head of International Business Development Team with focus on Growth Strategey in China, Korea and Japan (7 years)
– Weltbild – Head of Category Management with responsibility for the online strategy for the non-media range (3 years)
– Gruppe Nymphenburg – Management Consulting with focus on Retail (5 years)

Paul Schwarzenholz is co-founder and CEO of zenloop, an integrated experience management platform. The SaaS solution was founded in 2016 by Paul Schwarzenholz, Björn Kolbmüller and Lukasz Lazewski and is based in Berlin with more than 50 employees. After studying business administration at the HHL Leipzig Graduate School of Management, Paul Schwarzenholz started his career in management consulting at Bain & Company. He then founded the online perfumery Flaconi together with Björn Kolbmüller, which was successfully sold to ProSiebenS in s-sa. 1. At Flaconi, Paul Schwarzenholz was responsible for Customer Success and Operations. In addition to zenlo just launched, Schwarzenholz is a business angel and advises more than 20 European start-ups. He regularly writes and gives talks on the topics of customer experience, entrepreneurship and start-ups.

Felix Kugelmann has been working in the field of insurance for over 20 years. He gained his extensive experience in the worlds of small and large insurers, such as at Debeka Krankenversicherung as Area Sales Manager or at Allianz as Project Manager Regulatory Strategy, start-ups and software companies. Most recently, Felix supported the technical development of Ottonova, the first completely digital health insurer. Here, he was primarily responsible for the customer experience at the onboarding program. Today, Felix works at SAS as Principal Advisor Insurance and helps insurance companies by using advanced analytics to work in a more customer-centric way. Felix’s biggest focus is on improving the customer experience, both digitally and offline.

Heiner Kroke took over the position of CEO at momox, Europe’s leading re-commerce company, in 2013. Most recently, he was CEO at the internet auction house Ricardo. There he was responsible for the business of all brands and online portals in Switzerland and numerous Western European countries. Before that, he held various management positions at eBay.de. For example, as CEO of Kijiji, where he established local consumer-to-consumer oriented networks.

Lukas Jungmann has been part of toom Baumarkt for 4.5 years. He has been Head of UX/UI in the cross-channel area for about 2.5 years. His goal is to merge the online and stationary customer experience and to optimise it especially with regard to DIY services. Born and raised in Oberhausen (NRW), Lukas Jungmann is a passionate skier and footballer.

Yann Maurer is an entrepreneur who co-founded Regiondo in 2011, helping tours and activities operators digitizing their business across Europe. Yann believes that customer centricity is what drives the adoption of any SaaS product.A fundamental part of the commercial success of a software is whether the team can listen to customer requirements and develop the appropriate solution. In addition to to lead and facilitate the creation of products that deliver value to both customers and the business, he oversees the support operations as COO of the company. Yann holds a Master’s degree in Financial Engineering from Kedge Business School and a Master’s degree in Management from WHU – Otto Beisheim School of Management.