CX1 WORLD CONFERENCE 2021

Customer Experience Champions Connected
21. - 24. September 2021, Online
ABOUT THE CX1 CONFERENCE

The leading Customer Experience Conference in German-speaking countries is now in its third round once again as an online event this year.

After successful conferences in 2019 and 2020 as well as many special interest events in 2021, all CEOs, CMOs and Head of CRM of the digital industry can expect another unique event from September 21 to 24, 2021.

Despite the spatial distance, this year’s CX1 WORLD CONFERENCE once again brings together the leading CX Champions to share their expertise in customer experience and customer loyalty and focus on our virtual stage. Each of the four days of the conference focuses on different key topics with unique insights: Customer Intelligence, Continuous Innovations & Customer Centricity , Retain at Scale and Brand Advocacy and International CX.

Experts from these companies are part of the CX1 WORLD 2021
What to expect
45 Minutes | Deep Dive
Detailed explanations and practical lessons on specific topics and subject areas in person and via live stream.
Masterclasses
30 Minutes | Keynotes
Detailed insights and best practices based on real-life examples from CX experts in person and via live stream.
Keynotes
Digitales Networken
1:1 digital matchmaking - networking via video or chat.
Networking
45 Minutes | Panel Discussion
Sharing and learning in virtual channels.
Panel Discussion
AGENDA

Don’t miss your personal highlights of the CX1 WORLD and check out our program in advance!

09:00
09:30
Keynote Digital Consumer Services
More than just the best price: from customer insights to valuable product adjustments at idealo
Miriam von Straelen, Chief Customer Officer, idealo
09:30
10:00
Keynote Apparel Retail
Branding rethought: What has changed at SNOCKS with the introduction of zenloop
Johannes Kliesch, Founder, SNOCKS
10:00
10:30
Keynote Utilities
#EarnCustomerLoyalty – Create customer centricity
Muhdi Moussa, Head of Sales & Marketing, Stadtenergie
FEATURED SPEAKERS

This year again we have planned a top-class program. We are still working on it, but you will soon find all the speakers here. You can also apply by yourself as a speaker!

More information
Christina Böchheimer
Area Lead Customer Experience
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Heike Birlenbach
Senior Vice President Customer Experience
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André Maeder
Chief Executive Officer
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Carolin Stüdemann
Executive Board
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Peer Stemmler
Head of DACH
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Dr. Sebastian Walter
VP Digital and Consulting
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Gregor Czempiel
Vice President Customer Experience Int.
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Fabian Frank
Digital Marketing and Brand Management Leader
THEMATIC DIVISION

Despite being physically distanced from each other, this year’s CX1 WORLD CONFERENCE once again aims to connect the leading customer experience champions and, at the same time, deliver state-of-the-art insights from the sharpest minds of the industry. Each of the four conference days is oriented around different focus topics with unique learnings:

Customer Intelligence
Day 1

Customer Intelligence

On the first day, everything revolves around the topic of Customer Intelligence. Questions that will be discussed on this day are, for example, how customer surveys should be set up, at which touchpoint this makes sense for different industries and which survey methodologies are particularly relevant.

  • Setting up the right customer surveys to collect valuable feedback at relevant touch points along the customer journey
  • Guide to which survey methodology is useful in which scenario in order to receive actionable results
Continuous Innovations & Customer Centricity
Day 2

Continuous Innovations & Customer Centricity

On the second day, we will dive deeper into the analysis of the collected feedback by putting the focus on Continuous Innovation. We will also put an emphasis on the area of Customer Centricity, where we will discuss how insights from feedback analysis can be made visible in different relevant departments of an organization.

  • Continuous Innovations: Analyzing the collected customer feedback to learn about churn and loyalty drivers and deriving concrete measures from it to
  • Customer Centricity: Carrying the voice of the customer into the entire organization and making it visible to all relevant internal stakeholders
Retain at Scale and Brand Advocacy
Day 3

Retain at Scale and Brand Advocacy

The third day of the conference will provide a platform to discuss how customer feedback can be leveraged to retain customers at scale. Furthermore, we will discuss best practices of how to engage satisfied customers in Brand Advocacy.

  • Retain at Scale: Winning back dissatisfied customers efficiently and ultra fast by leveraging personalized win back strategies
  • Brand Advocacy: Turning satisfied customers into brand advocates and leveraging them for upselling or cross-selling campaigns
International CX
Day 4

International CX

On the fourth and last day, we will focus on International CX. Here we will discuss how the roll-out of CX strategies can differ in different markets and what companies need to consider.

  • Best practices for rolling out CX strategies in different markets
  • Local market characteristics companies should be aware of and address

Customer Intelligence

On the first day, everything revolves around the topic of Customer Intelligence. Questions that will be discussed on this day are, for example, how customer surveys should be set up, at which touchpoint this makes sense for different industries and which survey methodologies are particularly relevant.

  • Setting up the right customer surveys to collect valuable feedback at relevant touch points along the customer journey
  • Guide to which survey methodology is useful in which scenario in order to receive actionable results
Customer Intelligence

Continuous Innovations & Customer Centricity

On the second day, we will dive deeper into the analysis of the collected feedback by putting the focus on Continuous Innovation. We will also put an emphasis on the area of Customer Centricity, where we will discuss how insights from feedback analysis can be made visible in different relevant departments of an organization.

  • Continuous Innovations: Analyzing the collected customer feedback to learn about churn and loyalty drivers and deriving concrete measures from it to
  • Customer Centricity: Carrying the voice of the customer into the entire organization and making it visible to all relevant internal stakeholders
Continuous Innovations & Customer Centricity

Retain at Scale and Brand Advocacy

The third day of the conference will provide a platform to discuss how customer feedback can be leveraged to retain customers at scale. Furthermore, we will discuss best practices of how to engage satisfied customers in Brand Advocacy.

  • Retain at Scale: Winning back dissatisfied customers efficiently and ultra fast by leveraging personalized win back strategies
  • Brand Advocacy: Turning satisfied customers into brand advocates and leveraging them for upselling or cross-selling campaigns
Retain at Scale and Brand Advocacy

International CX

On the fourth and last day, we will focus on International CX. Here we will discuss how the roll-out of CX strategies can differ in different markets and what companies need to consider.

  • Best practices for rolling out CX strategies in different markets
  • Local market characteristics companies should be aware of and address
International CX
The CX1 WORLD 2019 & 2020

We would like to thank our partners, participants and of course the speakers who shared their knowledge at CX1 WORLD 2019 and 2020 and made these days unforgettable. For all those who want to review past events and take a look at the upcoming CX1 WORLD 2021, here are some impressions:

OUR PARTNERS

Would you like to be part of the CX1 WORLD 2021? Then contact us at event@zenloop.com.

SPEAKER APPLICATION
You want to be a speaker at the CX1 WORLD CONFERENCE 2021 Apply now!
Thank you very much for your application! We will get back to you as soon as possible.