Die Zukunft der digitalen Kundenerfahrung
Neue Technologien wie Sprachassistenten, Connected TV, virtuelle und erweiterte Realität, NFT-Communities und das Metaverse werden die digitale Marketinglandschaft verändern. CX-Experten und Digital Marketing Manager müssen auf diese neuen digitalen Touchpoints vorbereitet sein, um ein ganzheitliches digitales Kundenerlebnis zu bieten.

In Kürze mehr…

Keine Abteilung, sondern eine Denkweise: Wie Hilti mit kundenzentrierten Marketingaktivitäten geschäftlichen Erfolg erzielt.

Das Konzept der Kundenzentrierung steht seit Jahren im Mittelpunkt vieler Unternehmen und wird es auch weiterhin tun. Aber die Umsetzung dieser Idee in greifbare geschäftliche Auswirkungen innerhalb des Marketings ist eine Reise. Dieser Weg muss von allen im Unternehmen beschritten werden, von den Geschäftsentwicklungsabteilungen über die Marketingkommunikation bis hin zu den Vertriebsabteilungen. Auf diese Weise können sich Unternehmen auf die reichhaltige und vielfältige Landschaft unserer Kunden konzentrieren und ihnen wirkungsvolle, wertvolle Marketinginhalte liefern.

Hier erfahren Sie, wie wir bei Hilti diese Reise begonnen haben, wie wir mit kundenzentrierten Marketingaktivitäten weitermachen und wie wir diesen sich ständig verändernden Weg weiter beschreiten werden.

Kunden haben heute radikale Erwartungen, die den gesamten Kundenservice neu definieren. Aber: Wie genau sehen diese Erwartungen aus und vor welchen großen Herausforderungen stehen Unternehmen und Kunden derzeit?

Ultimatives Erlebnis und die Forderung nach sofortiger Reaktion ist das neue Mantra der Verbraucher. KI spielt dabei eine wichtige Rolle, denn sie kann erheblich dazu beitragen, das Kundenerlebnis zu optimieren und den ständig wachsenden Ansprüchen der Kunden gerecht zu werden. Doch wo liegen die Grenzen der KI und wie können Unternehmen das Beste aus ihr herausholen?

Und welche Rolle spielt dabei das Metaverse? Matthias Göhler, EMEA CTO bei Zendesk, ist der Meinung, dass Unternehmen jetzt mit der Entwicklung einer Metaverse-CX-Strategie beginnen sollten! Das Metaverse entwickelt sich weiter und bietet Potenzial, wie es die Kundenbindung beeinflussen kann.

Kundenloyalität – ein mittlerweile unerreichbares Ziel. Oder doch nicht?

Obwohl es technologiegestützte Kundenzentrierung schon seit Jahrzehnten gibt, wird es immer schwieriger echte Kundenloyalität zu erreichen. Wie können Unternehmen in einem hart umkämpften Markt, in dem Kunden keine Kompromisse dulden, Kunden zu loyalen Kunden machen?

Service Design – translate customer-centricity from strategic objective into daily reality

How MediaMarktSaturn uses the Service Design method to implement customer experience improvement projects that overcome silos, using the example of the process behind the “30 minutes ready to pick up” promise for Click & Collect orders.

The forgotten female customer group
What matters to women shapes the growth markets of the future

Women account for 70 percent of all consumer spending globally. To attract the female consumer of the future, it’s important to put the values, desires and activities of her everyday life into context.
For business, the survey results provide clues as to where the growth markets of the future lie and which (female) needs they have – so far – neglected: Companies need to develop offers, products, an appropriate design, a customer journey and also choose an approach that takes into account the everyday reality of women in and does not forget or depend on them as customers.

Shift to action – Kundeninnovation zu einem Wert(e)treiber in Ihrem Unternehmen machen

In unserer Masterclass werden wir erörtern, wie ein angemessener Innovationsprozess und seine Verankerung in einer Organisation aufgebaut werden kann. Daher werden wir die verschiedenen Rollen innerhalb der Organisation, ihre Aufgaben und Pflichten sowie das Zusammenspiel zwischen verschiedenen Funktionen und Abteilungen behandeln. Darüber hinaus wird dargelegt, wie wichtig die Beteiligung der Führungsebene ist, warum eine Änderung der Denkweise im Unternehmen oft erforderlich ist und wie sich ein solches Programm langfristig positiv auf den ROI auswirkt.

How the age of the customer changes the way advertising agencies work

We all have that one emotional tv spot in our head that we loved when we were young. Or that super catchy radio jingle that kept on ringing in our head for ages. Advertising agencies have always been known for creating these kind of creative assets. But with the growing relevance of customer centricity, the role of advertising agencies and the demands of their clients have changed:

Why do we think on a touchpoint level, if users don’t?
Agency and client must overthink their relationship and see each other as partners that work together across departments in order to overcome silos and strive for one orchestrated or aligned experience.

Ad campaigns are dead, long live ad campaigns
A customer experience can never be bound to a two week or three month campaign slot within the marketing calendar. We need to work together in order to switch the hierarchy and have campaigns match the overall CX strategy of an organization.

Find joy in data
Most creatives don’t like data. They can’t get their head around it. And that’s okay, because it’s not their job. But strategists need to fall in love with data in order to write creative briefs that really cater to the customer and not their individual understanding of a potential customer. This is the only way to create communication that really is user-centric and solves business problems.

CX is more important than brand

The keynote will give an insight into the topic of customer experience. Business insights into reality will be provided. In addition, examples from the current market will be provided in order to develop a personal reference. In addition, the importance of the topic in the actions of every company will be clarified and proven.

Organisational Empathy. A critical pre-requisite for effective Customer Experience Management

Die Gestaltung herausragender Kundenerfahrungen setzen ein tiefes Verständnis der Kundenbedürfnisse und anforderungen voraus. Diese sind situationsbedingt, volatil und oft unscharf.

Empathie ist eine wichtige Voraussetzung für effektives, individuelless Kundenmanagement.

In dieser Keynote geht es um die Fähigkeit von Unternehmen und Organisationen, empathisch mit ihren Kunden umzugehen. Welche Ansatzpunkte gibt es bereits? Wo tun sich viele Organisationen besonders schwer? Wie könnte eine Best Practice aussehen?

Ein kritischer und konstruktiver Beitrag zur Schaffung einer besseren Kundenerfahrung im Alltag.

Fragen Sie die Experten: Die Best Practices für den Checkout von Stripe – Entdecken Sie versteckte Vorteile in Ihrem Checkout-Prozess

Es wird prognostiziert, dass im Jahr 2022 Artikel im Wert von 3,5 Billionen Euro in digitalen Einkaufswagen liegen bleiben werden. Ist Ihr Checkout darauf vorbereitet? Auf der CX1 World werden wir erörtern, warum sich Unternehmen auf Kunden (und nicht auf Transaktionen) konzentrieren sollten, Ergebnisse von Autorisierungsexperimenten, die bei Tausenden von Anbietern durchgeführt wurden, vorstellen und bewährte E-Commerce-Verfahren diskutieren, die nachweislich den Umsatz steigern und Kunden binden.

Return on CX

Based on cases we worked on with our clients we will share our experience with calculating the monetary value of a CX program as well as of individual customer centric measures.
The masterclass will cover these four topics:

• How to create commitment for your CX program
• The value of 1 NPS-point and how to determine it
• How to predict the effect of a customer centric measure
• Additional tipps on how to get things done

For each topic we will give an impulse and discuss with the participants.

Why should you take part? In case you want to launch a CX program or implement specific customer centric measures you have to fight for limited ressources. The masterclass will give you tools and approaches to prove the value of your initiatives for the company.

Return on CX

Based on cases we worked on with our clients we will share our experience with calculating the monetary value of a CX program as well as of individual customer centric measures.
The masterclass will cover these four topics:

• How to create commitment for your CX program
• The value of 1 NPS-point and how to determine it
• How to predict the effect of a customer centric measure
• Additional tipps on how to get things done

For each topic we will give an impulse and discuss with the participants.

Why should you take part? In case you want to launch a CX program or implement specific customer centric measures you have to fight for limited ressources. The masterclass will give you tools and approaches to prove the value of your initiatives for the company.

From Feedback to Delight: What is a CX Action Management System?

In dieser Session zeigt Ihnen Grace, Product Marketing Manager bei zenloop, wie Sie Ihr CX Action Management System starten können.

Composable, headless, monolitic, whatsoever – why buzzwords do not matter for Calumet to be successful

Why buzzwords do not matter for you as a retailer. Composable, headless, monolitic, whatsoever – choose wisely what suits you and your business best. Focus on what really matters now and dont have too many projects on your agenda – next months will be challenging enough, so you need to stay agile and need to be able to manage your daily business properly. In this session, Oliver Breitfeld, Chief Customer Officer will join Simon Reichel from Findologic, to discuss their journey from testing concepts to scaling globally, supporting revenue growth and sustainability. They will share insights and practical tips to help you streamline and scale e-commerce operations, optimize your online shop and connect with more customers across every stage of the buying journey.

Composable, headless, monolitic, whatsoever – why buzzwords do not matter for Calumet to be successful

Why buzzwords do not matter for you as a retailer. Composable, headless, monolitic, whatsoever – choose wisely what suits you and your business best. Focus on what really matters now and dont have too many projects on your agenda – next months will be challenging enough, so you need to stay agile and need to be able to manage your daily business properly. In this session, Oliver Breitfeld, Chief Customer Officer will join Simon Reichel from Findologic, to discuss their journey from testing concepts to scaling globally, supporting revenue growth and sustainability. They will share insights and practical tips to help you streamline and scale e-commerce operations, optimize your online shop and connect with more customers across every stage of the buying journey.

Building expertise to drive CX action IN your organisation

Practical case study 1 | The secret sauce: North Star and CX sprints
Practical case study 2 | Proof points
You’re (rightly) dead in the water without hard evidence
Practical case study 3 | Making it stick
You can outsource shift to action, embedding it
Continuing the discussion

Link customer experience to business outcomes by leveraging operational and transactional data

Mainly relying on survey data to take an action-based approach to CX doesn’t allow companies to fully understand the relationship between the service levels offered and the impact on customer satisfaction and the company’s financial performance. This masterclass aims to discuss how today’s technological capabilities create an innovative and improved way of managing customer success strategies. When combining VoC data with operational data, companies can understand on an individual customer level what service interaction has the most significant weight on their satisfaction and predict the financial gain or loss linked to that service interaction. Once companies understand the economics of their customer experience, they can calculate the ROI of their service improvements, prioritize where to invest resources, and maximize their returns.

Following the trend of hyper-personalization and anticipation of customer needs, our masterclass will focus on using operational and transactional data to understand the experience that matters the most to customers. This approach allows companies to create a more tailored and personalized experience, constantly exceeding customer expectations and improving their retention scores.

Link customer experience to business outcomes by leveraging operational and transactional data

Mainly relying on survey data to take an action-based approach to CX doesn’t allow companies to fully understand the relationship between the service levels offered and the impact on customer satisfaction and the company’s financial performance. This masterclass aims to discuss how today’s technological capabilities create an innovative and improved way of managing customer success strategies. When combining VoC data with operational data, companies can understand on an individual customer level what service interaction has the most significant weight on their satisfaction and predict the financial gain or loss linked to that service interaction. Once companies understand the economics of their customer experience, they can calculate the ROI of their service improvements, prioritize where to invest resources, and maximize their returns.

Following the trend of hyper-personalization and anticipation of customer needs, our masterclass will focus on using operational and transactional data to understand the experience that matters the most to customers. This approach allows companies to create a more tailored and personalized experience, constantly exceeding customer expectations and improving their retention scores.

Wettbewerbsvorteil Kundenservice – Proaktiv statt reaktiv

Neben exzellenten Produkten ist exzellenter Kundenservice ein starker Umsatzhebel, der oft vernachlässigt wird. Den Kundenmanagement-Prozess proaktiv durch Automatisierungen, Integrationen, Chatbots und Custom-Apps zu gestalten, bringt Ihrem Unternehmen einen entscheidenen Vorteil. Eine negative Kunden-Experience wird frühzeitig und effektiv erkannt und somit zu einer positiven Erfahrung gedreht.

Wettbewerbsvorteil Kundenservice – Proaktiv statt reaktiv

Neben exzellenten Produkten ist exzellenter Kundenservice ein starker Umsatzhebel, der oft vernachlässigt wird. Den Kundenmanagement-Prozess proaktiv durch Automatisierungen, Integrationen, Chatbots und Custom-Apps zu gestalten, bringt Ihrem Unternehmen einen entscheidenen Vorteil. Eine negative Kunden-Experience wird frühzeitig und effektiv erkannt und somit zu einer positiven Erfahrung gedreht.

Crisis-resistant revenue flows – Why care matters more than ever

Angesichts der aktuellen, volatilen Wirtschaftslage ist fast jedes Unternehmen auf der Suche nach dem richtigen Gleichgewicht zwischen stabilem Wachstum und Kosteneffizienz. Mit reduzierter Kaufkraft ist mit einer geringeren Rate an Neukund:innen zu rechnen. Um dennoch stabiles Wachstum zu sichern, müssen sich Unternehmen darauf konzentrieren, die Kund:innen-Abwanderung zu minimieren und ihre Kund:innen-Bindung zu stärken. Der Schlüssel zum Aufbau eines starken, loyalen Kund:innen-Stamms ist Fürsorge.

The future of UX is conversational:
Why your company’s next App might be WhatsApp

In this talk you will learn more about how companies globally are embracing Conversation Design for their customer journeys. We will show success stories in food delivery, retail & financial services and how these companies leverage channels like WhatsApp together with Artificial Intelligence to create better conversations with their customers.

Mehr Informationen in Kürze …

Crisis-resistant revenue flows: Why care matters more than ever

Angesichts der aktuellen, volatilen Wirtschaftslage ist fast jedes Unternehmen auf der Suche nach dem richtigen Gleichgewicht zwischen stabilem Wachstum und Kosteneffizienz. Mit reduzierter Kaufkraft ist mit einer geringeren Rate an Neukund:innen zu rechnen. Um dennoch stabiles Wachstum zu sichern, müssen sich Unternehmen darauf konzentrieren, die Kund:innen-Abwanderung zu minimieren und ihre Kund:innen-Bindung zu stärken. Der Schlüssel zum Aufbau eines starken, loyalen Kund:innen-Stamms ist Fürsorge.

Darius, Director CX bei roastmarket, und Dina von zenloop werden über Best Practices berichten, wie sie den NPS einsetzen und damit die Kund:innen in den Mittelpunkt ihres Handelns zu stellen, um krisenfeste Umsatzströme zu generieren.

Wie man die Transformations-Reise zur Kundenzentrierung leitet

Hast du das Gefühl, nicht genügend Wirkung oder Visibilität für CXM zu erzeugen?
Auf der Transformations-Reise zur Kundenzentrierung durchlaufen Unternehmen 3 Phasen. In der Customer Centricity Transformation Masterclass lernst du, welche die drei Phasen sind, welche CX Strategie für jede Phase die Richtige ist und in welche zwei Fallen CX-Manager üblicherweise tappen.

Wie nimmt man möglichst viel aus einer Masterclass mit? Mit praktischem Wissen! Annika hat sich bereit erklärt, einem Teilnehmer die Chance auf ein kostenloses 1:1 Live-Coaching während dieser Masterclass zu geben. Schick uns eine kurze Beschreibung deiner Ausgangslage und deiner Herausforderungen und du könntest schon bald von einer der Top-CX-Expertinnen gecoacht werden.

Deutsche Telekom Europe: Driving CX via a company-wide Voice of the Customer program

Our Voice of Our Customer program (VoC) has been launched to support DT Europe’s ambitious goal to be the #1 in Customer Experience.

VoC means a radical business transformation by increasing the amount of customer feedback, giving every employee access to this feedback, talking directly to customers via callbacks, and establishing feedback loops to derive CX improvements continuously. Here is how we at Deutsche Telekom Europe set up the program, what were challenges and success factors and what is still ahead of us.

Why SMEs are failing at user centricity. Reasons, pitfalls and ways out

“We know our customers” – this is probably the opinion of most medium-sized companies. With this wealth of knowledge, it’s strange that many digital products and services suffer from poor usability and fail to meet the expectations of the customers at the center of it all. Why does information gained from expensive analysis tools or persona workshops not reach the user? In this round table, we discuss how to leverage the user as part of a user-centered product development and how to avoid some common pitfalls while getting there.

Why SMEs are failing at user centricity. Reasons, pitfalls and ways out

“We know our customers” – this is probably the opinion of most medium-sized companies. With this wealth of knowledge, it’s strange that many digital products and services suffer from poor usability and fail to meet the expectations of the customers at the center of it all. Why does information gained from expensive analysis tools or persona workshops not reach the user? In this round table, we discuss how to leverage the user as part of a user-centered product development and how to avoid some common pitfalls while getting there.

Inside Out: Building a Holistic CX Culture From Within

How Employee Experience Directly Impacts Your Customer’s Experience

NPS als entscheidender Erfolgsfaktor für Service- und Produktverbesserungen

Die Präsentation von PΫUR, einem führenden deutschen Glasfaser Anbieter in Deutschland, befasst sich mit unserer Sichtweise wie …

– wir bei PΫUR unser CEX Programm steuern
– wir die Bedürfnisse und „Pain Points“ unserer Kunden erfassen
– wir unsere Kunden in den Mittelpunkt unseres Handelns stellen
– wir erfolgreich unsere Umternehmensgruppe aus Sicht der Kundenorientierung / – Fokussierung transformieren
– wir die Erfolgskriterien für ein erfolgreiches CEX Programm einschätzen
– wir die Auswirkungen auf den NPS, sowie auf unsere operativen Kernziele einschätzen

NPS als entscheidender Erfolgsfaktor für Service- und Produktverbesserungen

Die Präsentation von PΫUR, einem führenden deutschen Glasfaser Anbieter in Deutschland, befasst sich mit unserer Sichtweise wie …

– wir bei PΫUR unser CEX Programm steuern
– wir die Bedürfnisse und „Pain Points“ unserer Kunden erfassen
– wir unsere Kunden in den Mittelpunkt unseres Handelns stellen
– wir erfolgreich unsere Umternehmensgruppe aus Sicht der Kundenorientierung / – Fokussierung transformieren
– wir die Erfolgskriterien für ein erfolgreiches CEX Programm einschätzen
– wir die Auswirkungen auf den NPS, sowie auf unsere operativen Kernziele einschätzen

Transform your CX Management by Integrating Customer Emotion

Client experience used to be just a transaction, but today’s world demands an evolution of this mindset, moving from simple transactions to emotion, and from mere satisfaction to happiness. In this masterclass, you will discover CX solutions that bring emotion back into the picture by leveraging customer emotion and the science behind experience. Maia-BE’s proprietary PEAK framework will empower you to transform your CX Management and leave with concrete ideas to put into action today.

Transform your CX Management by Integrating Customer Emotion

Client experience used to be just a transaction, but today’s world demands an evolution of this mindset, moving from simple transactions to emotion, and from mere satisfaction to happiness. In this masterclass, you will discover CX solutions that bring emotion back into the picture by leveraging customer emotion and the science behind experience. Maia-BE’s proprietary PEAK framework will empower you to transform your CX Management and leave with concrete ideas to put into action today.

Connected Customer Journey & the importance of ecosystems

Redefine customer delight through Messaging and mobile-first conversations

Consumers have embraced the convenience, comfort, and familiarity of engaging with brands on messaging apps like Apple Business Chat, WhatsApp, Line Chat and more.
And now there’s no going back. Businesses that make customer-service accessible in every user’s pocket will win.
Join this roundtable to learn and discuss:
● Which pitfalls to avoid when implementing omnichannel conversation strategy
● how to create a in-store experience online
● leveraging AI to create great CX at scale

Turn every customer interaction into a sales opportunity

Today’s consumers demand fast, frictionless, and self-serve support, when they need it and on the channel they prefer. In this new world, customers must be at the center of your entire business. This means moving from reactionary problem solving, and long resolution cycles based on each channel to a more customer-centric approach. Get the Retailer’s Guide to Digital-First Maturity and learn more about today’s Customer Support Imperatives, e.g. about how you have more predictive intelligence about your customers so that you can personalize every conversation and adapt to their needs immediately.

Do Ecommerce Businesses Need to Do Better at Helping Customers Find Their Products Onsite?

Do Ecommerce Businesses Need to Do Better at Helping Customers Find Their Products Onsite?

Let’s Be Marty McFly: Future Customer Communication for Today!

How to create loyal customers through customer service

Customer Service is the only department that is 100% in contact with the customer, all the time. Thousands of contact moments that are often managed in the sense of following procedures and closing tickets, instead of being used to create a perfect experience and winning fans. Salesupply is the leading e-commerce contact center in Europe and supports brands like Tory Burch, Tamaris, 7-for-all-menkind and many more. Find out how to setup your customers service and create fans out of customers.

In-House Gems: Using Customer Feedback as an Input for Continuous Product Discovery

Have you ever wished you could have more feedback from your customers? Do you find yourself on a constant search to better understand what your customers are thinking or feeling? When you are looking for these insights, where do you go? If you’re only looking outside of your organization, you may be missing out. Join Sarah & Danielle as they share how HomeToGo is leveraging customer expertise from their customer service team to continuously fuel product innovations.

In-House Gems: Using Customer Feedback as an Input for Continuous Product Discovery

Have you ever wished you could have more feedback from your customers? Do you find yourself on a constant search to better understand what your customers are thinking or feeling? When you are looking for these insights, where do you go? If you’re only looking outside of your organization, you may be missing out. Join Sarah & Danielle as they share how HomeToGo is leveraging customer expertise from their customer service team to continuously fuel product innovations.

Engage with your customers and turn review insights into action on platforms like Apple, Google and Trustpilot.

• Learn what online reviews can do to interact with your customers and improve your customer experience.
• How to influence every touchpoint along the customer journey
• Big data and AI allow to gain insights about products and services incl competitor analysis
• Best Practices from different industries – Banking, Retail, Travel, CE, DIY

Engage with your customers and turn review insights into action on platforms like Apple, Google and Trustpilot.

• Learn what online reviews can do to interact with your customers and improve your customer experience.
• How to influence every touchpoint along the customer journey
• Big data and AI allow to gain insights about products and services incl competitor analysis
• Best Practices from different industries – Banking, Retail, Travel, CE, DIY

From Insight to Action. How to optimize your website with speed and efficiency to create fantastic digital experiences

Do you have enough resources? Money, time, colleagues? If you answered these questions with YES you should be the one hosting this Masterclass and talking about how you did it. If you cried a bit because the struggle is real: don’t worry. We have some tips for you on how to optimize your website fast and efficient. This becomes more and more important. Specially in times like these. We will cover the following topics for you:

1. From Feedback to Action. Make the most of your customer’s feedback.
2. When Speed Matters: How to manage content for fast loading pages.
3. The efficient digital Team: hot to prioritize optimizations when low on resources.

From Insight to Action. How to optimize your website with speed and efficiency to create fantastic digital experiences

Do you have enough resources? Money, time, colleagues? If you answered these questions with YES you should be the one hosting this Masterclass and talking about how you did it. If you cried a bit because the struggle is real: don’t worry. We have some tips for you on how to optimize your website fast and efficient. This becomes more and more important. Specially in times like these. We will cover the following topics for you:

1. From Feedback to Action. Make the most of your customer’s feedback.
2. When Speed Matters: How to manage content for fast loading pages.
3. The efficient digital Team: hot to prioritize optimizations when low on resources.

Getting Started with Knowledge-Centered Service (Masterclass)

The old adage, “knowledge is power” rings especially true now, as companies look for ways to increase customer loyalty and advocacy. Join the masterclass to empower your customer service agents with the knowledge that helps them better serve their customers.

How do you improve your CS efficiency to weather the economic storm? (Roundtable Discussion)

Customer service leaders are being tasked with increasing their efficiency and contribution to bottom & top-line growth to respond to market conditions. How do you adapt, empower your team and show the business improved CS efficiency? With rising inflation and reduced consumer spending, in this roundtable, we’d like to share the our tips from CX leaders, and invite you to share your experiences and use it as a session to find inspiration and solutions!