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.

Shift to Action! – Triple ROI on your CX efforts with Action Management

Companies are relatively good at identifying issues that impact their CX, but fail when it comes to translating such insights into actual projects and workflows. This problem is now commonly known as the ‘Action Gap.’
For the first time ever, Paul Schwarzenholz -CEO and Co-Founder of zenloop- will publicly present a specific framework designed to bridge this gap while announcing a brand new product category: ‘Action Management.’

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.

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.

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?

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 – making customer innovation a value driver in your company

In our Masterclass we will discuss how to build an appropriate innovation process and its anchoring in an organization. Therefore, we will cover the different roles within the organization, their tasks and duties as well as the interaction between different functions and departments. Furthermore, we will outline the importance of leadership involvement, why a change in mindset is often required within the organization and how such a program has a positive impact on ROI in the long run.

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

Outstanding customer experience requires a deep understanding of customer needs and requirements. These are situational, volatile and often fuzzy. Empathy is an important skill for dealing effectively with people. This keynote is about the ability of companies and organisations to deal empathically with their customers. What starting points do already exist? Where do many organisations find it particularly difficult? What could a best practice look like? A critical and constructive contribution to the creation of better customer experience everyday

Ask the experts: Stripe’s checkout best practices – Discover hidden gains in your checkout process

€3.5 trillion worth of items is projected to be abandoned in digital shopping carts in 2022. Is your checkout ready? At CX1 World, we’ll discuss why businesses should focus on customers (not transactions), share results from authorisation experiments run across thousands of issuers, and discuss ecommerce best practices that are proven to increase revenue and retain customers.

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?

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

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.

Competitive advantage customer service – proactive instead of reactive

Next to excellent products, excellent customer service is a strong revenue lever that is often neglected. Proactively shaping the customer management process through automations, integrations, chatbots and custom apps gives your business a decisive advantage. A negative customer experience is detected early and effectively, turning it into a positive experience.

Competitive advantage customer service – proactive instead of reactive

Next to excellent products, excellent customer service is a strong revenue lever that is often neglected. Proactively shaping the customer management process through automations, integrations, chatbots and custom apps gives your business a decisive advantage. A negative customer experience is detected early and effectively, turning it into a positive experience.

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

With an insecure macro economic situation, nearly every company is finding its way to the right balance between stable growth and cost efficiency. With reduced customer spend, one can expect a lower rate of incoming new customers. To still secure stable growth, businesses must focus on minimizing churn and increasing their retention. The key to building a strong, loyal customer base is care.

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.

More information will follow soon …

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

With an insecure macro economic situation, nearly every company is finding its way to the right balance between stable growth and cost efficiency. With reduced customer spend, one can expect a lower rate of incoming new customers. To still secure stable growth, businesses must focus on minimizing churn and increasing their retention. The key to building a strong, loyal customer base is care.

Darius, Director CX at roastmarket, and Dina from zenloop will share internal practices on how they use the NPS and thereby put the human at the heart of their actions to generate crisis-resistant revenue streams.

How to lead the transformation to Customer Centricity

Do you feel you‘re not having enough impact or visibility for CXM?

On the transformation journey to customer centricity companies go through 3 stages. Join the Customer Centricity Transformation Masterclass and learn more about these three stages, what CX-strategy you need to follow in each stage and the two pitfalls CX-Manager tend to fall into.

How do you take away as much as possible from a masterclass? With practical knowledge! Annika has agreed to give one participant the chance to get a free live 1:1 coaching during this masterclass. Send us a brief description of your starting position and the challenges you‘re facing and you might be the one getting practical advice from one of the Top CX-Experts.

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 as decisive pre-condition for service & product quality enhancements

The presentation will provide insights from the view of PΫUR, a leading Glas Fibre Operator in Germany, on how …

– we at PΫUR run our CEX program

– we listen to our customer demands

– we put the client into the middle of our activities

– we transform successfully our organization (to a more customer-oriented one)

– we understand the key success criteria for a successful CEX program

– we see the impact on NPS as well as the impact from NPS on financial KPIs (such as churn, revenues and costs)

NPS as decisive pre-condition for service & product quality enhancements

The presentation will provide insights from the view of PΫUR, a leading Glas Fibre Operator in Germany, on how …

– we at PΫUR run our CEX program

– we listen to our customer demands

– we put the client into the middle of our activities

– we transform successfully our organization (to a more customer-oriented one)

– we understand the key success criteria for a successful CEX program

– we see the impact on NPS as well as the impact from NPS on financial KPIs (such as churn, revenues and costs)

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?

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!