CX1 WORLD CONFERENCE

Shift to Action!

October 12 – 13, 2022 / Online & Free

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Thank you to all participants and speakers!

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EXPERIENCE THE CX 2.0 REVOLUTION

The fourth annual CX1 WORLD Conference returned on October 12 & 13, 2022, and brought together a global Customer Experience Community for the largest free online CX conference of the year.

30+ sessions: expert speakers, masterclasses, and more
Great minds think unalike: meet with peers – learn from CX visionaries
100% free online event: action-packed 2-day digital experience

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CX1 Automotive & Mobility 2022 Tickets

These Companies Are Already Part of The CX1 Movement

Meet 2022’s Featured Speakers

matthias goehler
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Matthias Göhler

EMEA CTO
matthias goehler

Matthias Göhler

EMEA CTO

Sessions

  • Keynote:

    Radical CX – How Customer Expectations are Revolutionizing the Service Promise

    Customers today have radical expectations which redefine the entire customer service experience. But: What exactly do these expectations actually look like and what major challenges are companies and customers currently facing?

    Ultimate experience and demand for immediate response is the new consumer mantra. AI plays an important role in that, as it can help significantly to optimize the customer experience and cater for customers’ ever growing demands. But where are the limitations of AI and how can companies get the best out of it?

    And what role does the metaverse play in all of that? Matthias Göhler, EMEA CTO at Zendesk believes that companies do need to start developing a metaverse CX strategy now! The metaverse is evolving and is offering potential for how it can impact customer engagement.

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Miriam van Straelen

Partner Roland Berger Digital Platform

Miriam van Straelen

Partner Roland Berger Digital Platform

Miriam van Straelen is a Partner at the international strategy consulting firm Roland Berger, where she is part of the Digital Team (Roland Berger N3XT). Previously, she was Chief Customer Officer at idealo internet and held further C-level and leadership positions in several digital first companies, for example PayPal and ebay.

Over the past 15 years, Miriam has become a proven expert in the areas of e-commerce, digital marketplaces and platforms as well as fintech environments. She has built customer centric organizations and implemented processes to ensure customer experience optimization and solution orientation and she has helped digital businesses achieve sustainable growth by increasing customer activity, conversion, retention and satisfaction.

To enable innovation through diversity and strengthen women in leadership positions, Miriam is also involved as a mentor and business angel for young female talents. Miriam studied International Business Management at the European Business School (ESCP) in Paris, Oxford and Berlin and holds three degrees. She has also earned several certificates in General Management, Digital Transformation and Leadership Studies.

Sessions

  • Keynote:

    Customer loyalty – an unattainable goal these days. Or maybe not?

    Although technology-enabled customer centricity has been around for decades, achieving true customer loyalty is becoming increasingly difficult. How can companies turn customers into loyal customers in a highly competitive market where customers do not tolerate compromise?

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Paul Schwarzenholz

Co-Founder & CEO

Paul Schwarzenholz

Co-Founder & CEO

Paul Schwarzenholz is a multiple founder and angel investor. He founded his latest venture zenloop, the leading NPS platform in the German-speaking world, in 2016 together with Björn Kolbmüller and Lukasz Lazewski after leaving Flaconi. Previously, he had built Flaconi together with Björn Kolbmüller in 2010-2016 and sold it to the P7S1 Group in 2015.

Sessions

  • Masterclass:

    Coming soon…

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Alexandra Barl

Customer Centricity Advocate

Alexandra Barl

Customer Centricity Advocate

Within her role as Customer Centricity Advocate, Hilti Central Europe, Alexandra Barl has been working to sharpen the customer centric focus of Hilti’s central European marketing activities. Her experience in Sales and Marketing departments in global companies as well as a writer for these companies has given her expert understanding of defining customer needs and addressing them in an impactful way.

Sessions

  • Keynote:

    Not a department, a mindset: How Hilti creates business impact with customer centric marketing activities.

    Customer centricity, as a concept, has been and continues to be at the core of many companies for years. But turning that idea into tangible business impact within marketing is a journey. This journey must be made by everyone in the company, from business development units to the marketing communication to sales departments. That way, companies can focus on the rich and varied landscape that is our customer and deliver impactful, valuable marketing content to them.

    Here is how we at Hilti started that journey, how we keep going with customer centric marketing activities and how we will continue to navigate that ever-changing road.

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Holger Moewes

Head of Customer Experience Germany

Holger Moewes

Head of Customer Experience Germany

Sessions

  • Keynote:

    Service Design – Translate Customer Centricity from Strategic Objective into Daily Reality

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Melanie Güse

Vice President Customer Experience Europe
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Melanie Güse

Vice President Customer Experience Europe

Melanie is a strategy and marketing executive with 15+ years of experience in the telecommunication industry. As Vice President Customer Experience Europe, she has established a multinational Voice of the Customer program. She believes that a customer obsessed culture starts with giving customers a voice and putting the customer in the center of every decision. Driven by her passion to deliver value to customers she has initiated a CX transformation together with the local subsidiaries.

Melanie Guese holds a Master in Business Administration from the University of Münster with a focus on Marketing & Innovation Management.

Sessions

  • Keynote:

    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.

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Björn Radde

Vice President Digital Experience

Björn Radde

Vice President Digital Experience

Björn Radde is Vice President Digital Experience at T-Systems International, a leading global provider of digital services based in Frankfurt, Germany. As a long-standing expert in digital experience and digital marketing, he always stays on top of current trends and technologies, and is responsible for all digital marketing touchpoints at T-Systems International such as the website, social media and digital marketing campaigns. In addition, Bjoern Radde has also written several books on the topic of digital marketing.

Sessions

  • Keynote:

    The Future of Digital Customer Experience
    New technologies like voice assistants, connected TV, virtual and augmented reality, NFT communities, and the metaverse will change the digital marketing landscape. CX experts and digital marketing managers need to be prepared for these new digital touchpoints to provide a holistic digital customer experience.

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Monika Schulze

Head of Customer & Innovation Management

Monika Schulze

Head of Customer & Innovation Management

Monika Schulze has a broad range of experience in the FMCG and Insurance industries, having successfully served in senior executive positions for almost 30 years in different countries. Before she served as a Head of Customer Office and Innovation in Germany, she joined Zurich Insurance headquarters in Switzerland as a Global CMO. Prior to that she run her own business as a strategic consultant. In the last two positions at Unilever she served as Vice President Brand Development Europe and as Business Director Foods with P&L responsibility in Hungary.

Sessions

  • Keynote:

    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.

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The Event for Visionary CX Ideas

“Shift to Action” Main Stage

13 Keynote Speeches!

Where CX thought leaders share actionable and inspirational keynotes. Enter the main stage with curiosity and leave with an elevated CX action-focused mindset.

Masterclasses

18 Sessions in Three Virtual Rooms!

“Impact Hall”, “Insights Arena” and “Inspiration Hub” will host virtual masterclasses with real-world knowledge from today’s CX visionaries.

Roundtable Discussions

Roundtable Discussion!

Our Roundtables are for everyone. Bring a topic to the table and discover new ways of thinking from different perspectives and masters of their craft.

Awards

The CX Award is back!

This year we will be handing out three special awards. Join to find out who will be this year’s CX Leader, CX Enabler and CX Action Management Hero.

Agenda Preview

09:25
10:00
Keynote
Shift to Action Stage
Service Design – translate customer-centricity from strategic objective into daily reality
Holger Moewes, Media Markt Saturn Holding
10:00
10:35
Keynote
Shift to Action Stage
The Future of Digital Customer Experience
Björn Radde, T-Systems International
Arrow

New technologies like voice assistants, connected TV, virtual and augmented reality, NFT communities, and the metaverse will change the digital marketing landscape. CX experts and digital marketing managers need to be prepared for these new digital touchpoints to provide a holistic digital customer experience.

10:35
11:10
Keynote
Shift to Action Stage
Not a department, a mindset: How Hilti creates business impact with customer centric marketing activities
Aleandra Barl, Hilti
Arrow

Customer centricity, as a concept, has been and continues to be at the core of many companies for years. But turning that idea into tangible business impact within marketing is a journey. This journey must be made by everyone in the company, from business development units to the marketing communication to sales departments. That way, companies can focus on the rich and varied landscape that is our customer and deliver impactful, valuable marketing content to them. Here is how we at Hilti started that journey, how we keep going with customer centric marketing activities and how we will continue to navigate that ever-changing road.

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