AGENDA
Various speakers from different industries will give an insight into how customer experience already plays a decisive role in their today’s business - don't miss your personal highlights of CX1 and see our program in advance! The agenda is in progress and will be continuously expanded.
Day
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Day
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9:00
9:30
KeynoteDigital Consumer Services
More than just the best price: from customer insights to valuable product adjustments at idealo (GER)
Miriam van Straelen, Chief Customer Officer, idealo
With transparency on prices from 50,000 retailers and the objective comparison of over 400 million offers, idealo is one of the leading shopping and comparison platforms. The self-declared goal: to help customers always make the best possible purchase decision. In addition to the price, other criteria are relevant for the purchase decision and the customer's buying experience, which are particularly related to the customer experience. In her presentation, Miriam van Straelen, Chief Customer Officer of idealo, explains how the team, with a focus on UX research and in close cooperation with retailers, incorporates these criteria into product development and thus significantly increases the CX/service quality.
9:30
10:00
KeynoteApparel Retail
Branding rethought: What has changed at SNOCKS with the introduction of zenloop (GER)
Johannes Kliesch, Founder, SNOCKS
When it comes to branding, many people think of social media and PR. Johannes Kliesch, founder and CEO of SNOCKS, says: Isn’t listening to what customers want and optimizing their purchasing experience the best branding? In his session, Johannes talks about the experiences that the SNOCKS team has made in terms of CX since using the experience management platform zenloop.
10:00
10:30
KeynoteUtilities
#EarnCustomerLoyalty – Create customer centricity (GER)
Muhdi Moussa, Head of Sales & Marketing, Stadtenergie
The energy industry is undergoing a digital transformation. Some companies have realised that their customers are "more than just a counter number". Digitalisation trends include cloud and platform solutions that are strategically integrated in the business setup and across the value chain to create flexibility for CX and CRM approaches. Muhdi Moussa, Head of Sales & Marketing, guides the development at stadtenergie. The agile working culture is the foundation for the development of customer-centric innovations and distinctive product approaches. With the help of design thinking approaches and the "Customer Journey Map", the stadtenergie team makes the difference in the energy industry. In addition, the integration of customer-relevant CX surveys at different touchpoints with a variety of methodology also played a crucial role in obtaining 360-degree customer feedback and making CX a USP of stadtenergie.
10:30
11:00
KeynoteDirect-to-Consumer
The Top Three Reasons Why Customer Experience Initiatives Fail and How to Work Around It (ENG)
Matthias Bühler, MD, METRO Markets
Putting a strong emphasis on customer experience is not a new trend for Matthias Bühler, MD of METRO Markets, but rather his bread and butter for the past 6 years. Having led both the introduction of NPS at METRO Cash & Carry as well as overseeing the introduction of our customer experience initiative at METRO Markets, he is well equipped to comment on the top three reasons why customer experience initiatives fail – and how to work around them. In his session, he is going to address the 'know it all' syndrome, how to deal with the methodology armageddon and why you shouldn't stop your CX endeavours – even if you don't see financial results.
11:00
11:30
KeynoteTransportation Services
Employee Insights, instead of Customer Insights - Measuring Customer Orientation in the Company (GER)
Hartmuth Gieldanowski, Innovation & Agile Coach, Die Schweizerische Post AG & Stephan Engl, Managing Partner, Creaholic
We're collecting data about our customers and finding new ways to measure the customer experience. But what about our own organizations? How customer-centric are we as a company and to what extent can we measure this internally, learn from it, and make targeted improvements? Hartmuth Gieldanowski, Innovation and Agile Coach at Die Schweizerische Post AG & Stephan Engl, Managing Partner at Creaholic SA present how the Customer Centricity Score can be used to measure the degree of customer centricity in a company, how measures can be derived from this and what it takes to set the framework conditions to become more customer centric as a company.
11:30
12:00
KeynoteHome & Living Retail
Get out of passivity! - The four basic principles to inspire customers (GER)
Dr. Lasse Meißner, Managing Director, BUTLERS Digital
Turn IT blockers back into IT enablers for the perfect customer experience in record time. Dr. Lasse Meißner, Managing Director, BUTLERS Digital, reports on how to solve IT blockers and optimise the customer experience. Four basic principles are essential for this: Partition confusing systems to reduce complexity; Create reliable and clear connections; Define lead systems for individual tasks & Promote agility to satisfy customer needs.
12:00
12:30
Award
Awarded by Christiane Manow-Le Ruyet, Editor-in-Chief, e-commerce magazine
12:30
1:15
MasterclassFood & Beverages
Breaking the FMCG Cycle - How Krombacher creates sustainable customer relationships with personalized CX (GER)
Manuel Toenz, Digital Experience Advisor, Bloomreach & Sven Markschläger, CDO, Krombacher Gruppe
Due to the supply chain, it is problematic for FMCG companies to build relevant relationships with their end customers. To meet this challenge, Krombacher has decided to focus on building direct marketing channels with the help of a customer data platform. In their session, Sven Markschläger, CDO of the Krombacher Group, and Manuel Tönz, Digital Experience Advisor at Bloomreach, will present various cases and learnings that demonstrate how Krombacher's marketing approach has changed compared to "classic" FMCG marketing. For example, they report on how interest-based targeting of communication or agile planning and control of campaigns can succeed.
1:15
2:00
MasterclassBanks
We’re Not Your Parents’ Bank: Paving New Ways of Customer Experience (ENG)
Kelly Davey, Senior Account Executive, Solvemate & Julian Schaps, Head of Customer Service, Nuri
According to a Gartner survey, 81% of companies compete mostly or completely on the basis of CX, making CX a key competitive differentiator for financial institutions in 2021 and beyond. In their session, Julian Schaps, Head of Customer Service at Nuri and Kelly Davey, Senior Account Executive at Solvemate, explain how Nuri takes this to heart by empowering their customer service team to do their best work and creating improved conversational experiences with Solvemate. They will furthermore touch on their top tips for scaling your customer service via automation.
2:00
2:30
Panel discussion
Employee Experience in the Future of Work: How the Shift to a Remote-First Culture Will Impact Customer Experience
Felix Kugelmann, Principal Advisor Insurance Innovation, SAS & Lukas Jungmann, Head of UX/UI, toom Baumarkt
14:30
15:00
KeynoteDirect-to-Consumer
The customer is king - How companies succeed in acting in a truly customer-centric way (GER)
Paul Schwarzenholz, Founder, zenloop
Since the unprecedented success of the e-commerce industry leader Amazon, which has set itself the mission statement of being "the most customer-centric company in the world", the relevance of customer-centric action has also arrived in German companies. And although it should be obvious to orient company decisions to the needs of customers, many companies are still struggling with this. In his keynote, Paul Schwarzenholz, co-founder and managing director of zenloop, reports on how companies can optimise the customer experience in the best possible way, put the wishes of their customers in the foreground throughout the entire organisation and thus significantly increase customer loyalty and retention. He reports on concrete application examples from companies such as Douglas, Deichmann and HelloFresh.
3:00
3:30
KeynoteDigital Consumer Services
WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers (ENG)
Fred Reichheld, Founder Loyalty Practice, Bain & Company & Daniel Möllerhenn, Associate Partner, Bain & Company
The companies with the highest Net Promoter Score℠ in their industry have delivered 3x the returns of the stock market overall in the last decade. Why? Because great leaders embrace a higher purpose to win, and Net Promoter Score (NPS) shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter Score and System. Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it – from industrial giants such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Fred has raised the bar again with Winning on Purpose (out Nov 30). In our keynote, he shares his vision on the next evolution, NPS 3.0, with practical guidance on how leaders can take insights distilled from the last decade+ of learnings and industry leaders to their companies.
9:00
9:30
KeynoteHome & Living Retail
How to overcome stumbling blocks on the way to omnichannel experience in furniture purchase (GER)
Christina Böchheimer, Area Lead Customer Experience, XXXL Lutz
What does customer centricity mean for furniture purchases? This question is addressed by Christina Böchheimer, Area Lead Customer Experience at XXXL Group, in her session at CX1 WORLD. She talks about the biggest hurdles on the road to a customer-centric organization, the solutions the CX team of the XXXL Group has encountered and the vision it pursues in terms of customer experience.
9:30
10:00
MasterclassApparel Retail
Focus on customers: Dos & Don'ts in CX management (GER)
Nicolay Merkt, Managing Director, Fashion ID
Nicolay Merkt, Managing Director of Fashion ID, says: "Putting customers at the center of business activities is essential for long-term and sustainable success. In his session, he talks about the classic dos and don'ts in UX/UI design, what it takes to build strong, cross-functional teams, and which testing methods and tools have helped Fashion ID to become more customer-centric.
10:00
10:30
KeynoteDigital Consumer Services
Room to improve: Why leanback communication deserves a different customer experience (GER)
Fabian Frank, CMO, Scout 24 Schweiz AG
In his session at the CX1 WORLD CONFERENCE, Fabian Frank, CMO of Scout24 Switzerland, demonstrates why leanback communication channels deserve a consistently different customer experience. He reports on practical examples and his own learnings that the CX team of Scout24 Switzerland has made.
10:30
11:00
KeynoteTransportation Services
Customer Experience at the Lufthansa Group: Learning to respond to customer needs at short notice (GER)
Heike Birlenbach, Senior Vice President Customer Experience, Lufthansa Group
One industry that has been hit particularly hard by the pandemic is aviation. In Germany, about 31.3 million people took off in 2020, compared to 124.4 million in the previous year - the number of passengers transported thus declined by 75 %. In her session, Heike Birlenbach, Senior Vice President Customer Experience at Lufthansa, gives a general overview of how the Lufthansa Group approaches the topic of customer experience and how the company has adapted its processes to respond to the short-term changes in customer needs in times of Corona. She reports on how the Lufthansa Group works with customer journeys, what the development of different personas looked like in order to better map different customer needs, and how the company has conducted so-called customer co-creation labs in order to develop new products and services together with customers.
11:00
11:30
KeynoteTransportation Services
New customer expectations in the camping industry (GER)
Ulrich Hoffmann, Director Commercial Sales DACH, Zendesk & Artam Künzner, Technical Communication Manager, Roadsurfer
The ever-changing expectations of customers require continuous adaptation of CX on the enterprise side. In their session, Artam Künzner, Technical Communication Manager at Roadsurfer, and Ulrich Hoffmann, Director EMEA Central at zendesk, talk about how Roadsurfer is responding to these changes by creating conversational experiences for customers.
11:30
12:00
KeynoteFood & Beverages
Buzzword Customer Centricity - What to do when colleagues don't follow suit? (GER)
Jacqueline Zwosta, Teamlead Digital Customer Insights, Lidl Digital
The challenge with customer centricity in companies is usually not to collect the data, but to make sense of it and have all colleagues on board. Often IT is the bottleneck and sales come first. Features are developed that are supposedly meant to boost sales - but in the end do not pay off in terms of customer needs and desires. In her keynote, Jacqueline Zwosta reports on how Lidl Digital has managed to master these challenges, to really live Customer Centricity and to firmly anchor it in the company.
12:00
12:30
KeynoteUtilities
Anchor customer centricity in B2B strategy and organisation (GER)
Romana Aumer, Head of Customer 360°& Business Unit Enterprise, A1 Telekom Austria
Digitalisation is changing many business models in the B2B sector. Developments are influenced by technological change and therefore the solutions are usually in the foreground. In her keynote speech, Romana Aumer, Head of Customer 360° at A1 Telekom Austria AG, describes how the expectations and needs of business customers are placed at the centre of strategy and organisation and how a customer-centric corporate culture is established in cross-functional teams.
12:30
1:15
MasterclassConsumer Electronics
CX meets IoT: How product usage data along the customer journey leads to higher customer loyalty and more revenue (GER)
Nils Weber, Managing Director, valantic & Gregor Czempiel, Vice President Customer Experience Int. , Miele
Understanding the role of product usage data along the customer journey and then using it skilfully offers great potential to sustainably strengthen the customer experience and increase customer loyalty. In their session, valantic CEO Nils Weber and Gregor Czempiel, Vice President Customer Experience International at Miele, will show how a D2C communication approach based on product usage data generates real added customer value and how an IoT and marketing technology architecture for integrating the product and customer lifecycle can look in practice.
12:30
1:15
MasterclassDigital Consumer Services
From entry page to purchase: how to implement best practices along the e-commerce funnel of your website (GER)
Jörg Nottebohm, Industry Lead Retail & Travel, Contentsquare & Nicolas Buchalik, Marketing Manager, Contentsquare
From the homepage to the PLP, PDP to the shopping cart and check-out: What are companies like Deichmann, Tchibo, BMW or IKEA doing to understand whether their digital assets are achieving their goals and improving the experience of their users? In this session, Jörg Nottebohm, Industry Lead Retail & Travel, and Nicolas Buchalik, Marketing Manager, from Contentsquare, will show how best practices can be implemented along the customer journey on brand websites - from the entry page to the actual purchase.
12:30
1:15
MasterclassDigital Consumer Services
Crowd Follower or Early Adopter? Here is How to Spot and Adopt CX Trends! (GER)
Björn Bauer, Senior Manager Solutions Consulting EMEA, Zendesk
Spotting and adopting CX trends before others do can give a company the competitive edge it needs to succeed. But how can you actually spot such trends and how can your organization stay agile and be ready to adopt new trends quickly? In his masterclass, Björn Bauer, Senior Manager Solutions Consulting EMEA at zendesk and Artam Künzner, Technical Communicaiton Manager at Roadsurfer, answers these questions, gets into the difference between identifying trends and actually implementing them, and illustrates his advice with the example of how Roadsrufer looks at new trends in customer experience.
1:15
2:00
MasterclassTransportation Services
How Internetstores was able to increase customer satisfaction with systematic operations experience management (GER)
Caroline Heil, Team Lead Technical Account Management, parcelLab & Martin Radauer, Head of Loyalty, Internetstores
Martin Radauer, Head of Loyalty at Internetstores, and Caroline Heil, Team Lead Technical Account Management at parcelLab, demonstrate how Internetstores succeeded in establishing a customer-centric corporate structure. Using the touchpoints in the customer journey, Internetstores achieve higher customer satisfaction rates through pro-active communication and improved post-purchase experience. They will also share which KPIs they measure and what challenges encountered during process implementation.
1:15
2:00
MasterclassFood & Beverages
Maximising customer centricity - an exchange with HelloFresh (GER)
Reb Rebholz, Managing Director, Optilyz & Alexander Seiler, VP Customer Relationship Management, HelloFresh
Customer Centricity means reaching customers at the right time with the right message on the right channel. Seamless integration of print touchpoints into digital customer journeys is often still a challenge. In a Fireside Chat, Rob Rebholz, Managing Director at optilyz, and Alexander Seiler, VP Customer Relationship Management at HelloFresh, report on how the popular cooking box company achieves a holistic customer experience across all channels.
2:00
2:30
Panel-discussion
More Than the Sum of Its Parts: Aligning Disciplines for Exemplary Customer Centricity
Holger Moewes, Head Of Customer Experience, MediamarktSaturn & Daniela Märklin, CMO, Triple A (EIS.de)
2:30
3:00
KeynoteTransportation Services
Flix – The Easiest Way to Travel (ENG)
Daniel Krauss, Founder & Chief Information Officer, Flixbus
FlixMobility is pioneering the public transport sector by offering climate-friendly alternatives for convenient and affordable travel via the FlixBus and FlixTrain brands. Thanks to a unique business model and innovative technology, FlixMobility has quickly established Europe’s largest long-distance bus network and swiftly moved on to a global expansion including the United States and Brazil. In his session at CX1 WORLD CONFERENCE, Daniel Krauss, Founder and CIO at FlixMobility, reports how the company operated the first green long-distance trains in 2018, initiated a pilot project for all-electric long-distance buses in 2018 and launched EU’s first biogas-powered long-distance buses in 2021, becoming a trailblazer for sustainable traffic and permanently changing the global mobility landscape.
9:00
9:30
KeynoteDigital Consumer Services
How Zurich Insurance uses the brand as the basis for the customer experience (GER)
Monika Schulze, Head of Innovation and Market Management, Zurich Insurance
A brand promise is nothing without a great customer experience, says Monika Schulze, Head of Customer and Innovation Management at Zurich Insurance. In her session at CX1 WORLD CONFERENCE, she shares how Zurich Insurance has used customer experience to differentiate its brand from the competition. She will talk about the role technology plays in defining the right CX strategy and how to build good customer relationships for the long term.
9:30
10:00
KeynoteFood & Beverages
Social business as the model of the future? - This is how social business models can be successful (GER)
Carolin Stüdemann, Executive Board, Viva con Agua
Due to the major social issues of our time - first and foremost climate change - social business models are more in demand than ever before. Probably one of the best-known German organisations working in this field is Viva con Agua. In her session at the CX1 WORLD CONFERENCE, Carolin Stüdemann, Executive Director at Viva con Agua, will provide insight into what exactly social business models can look like, why we need them from a social perspective and how they can be successful. She reports on concrete practical examples from the Viva con Agua cosmos and also explains how economic levers for sustainability can be used.
10:00
10:30
KeynoteConsumer Electronics
Service is the new marketing: tips for more customer loyalty and Word of mouth (GER)
Mavie John, Consultant Customer Experience and Development, Vodafone
Turning customers into convinced advocates of one's own brand is the goal of every company. But how do you succeed in this endeavour? In her session, Mavie John, Customer Experience and Development Officer at Vodafone, shares her top tips on how to increase customer loyalty and brand advocacy.
10:30
11:00
KeynoteApparel Retail
The Future of Department Stores (GER)
André Maeder, CEO, KaDeWe
In times when customer needs are constantly changing, companies need to develop a customer-centric strategy to remain competitive in the long term, says André Maeder, CEO of the KaDeWe Group. In his presentation at CX1 WORLD CONFERENCE, he discusses how KaDeWe is taking this approach by offering its customers the KaDeWe experience both online and offline and transforming into a lifestyle store to shape the future of retail.
11:00
11:30
KeynoteDigital Consumer Services
Zoom - looking to the future (GER)
Peer Stemmler, Head of DACH, zoom
Zoom has shown that you can do everything practically from anywhere. The complexity of working remotely has been a challenge for all of us and what we have done with it is really something to be proud of. Our clients have built trust remotely, recruited staff globally and successfully launched products. The most exciting development has been that we see significant leaps in productivity when we allow our teams more flexibility and autonomy.
11:30
12:30
Networking
12:30
1:15
MasterclassApparel Retail
Personalised exercise for real results with Decathlon (GER)
Nadine Benn, Personalization expert, DECATHLON Germany & Marcel Rduch, Director of Customer Success, Dynamic Yield
Nowadays, the website is a company's flagship. Marcel Rduch, Director of Customer Success at Dynamic Yield, and Nadine Benn, Product Owner Personalization (eCommerce) at Decathlon, present how Decathlon used A/B testing to develop the ultimate high-performance homepage. They go over the company's decision to offer server-side experiences and explain why a hybrid model (script + API) is so important for flexible implementation and how Decathlon is expanding its personalisation efforts to other regions.
12:30
1:15
MasterclassDrug & Beauty Retail
Coming soon...
Florian Schwenkert, COO, KoRo
1:15
2:00
MasterclassDigital Consumer Services
The Platform Group x trbo : With data-driven AI personalization and optimization for the perfect user experience (GER)
Anna-Katharina Knarr, VP Account Management, trbo & Christian Lange, COO, The Platform Group
The customer is king and wants special experiences in the online store. But which measures are suitable for which customer groups? In their session at CX1 WORLD CONFERENCE, Christian Lange, COO at The Platform Group, and Anna-Katharina Knarr, VP Account Management at trbo, show how personalization and optimization improve the user experience at The Platform Group. In addition, they will provide insights into how a smart combination of data, technologies, onsite measures and testing succeeds.
1:15
2:00
MasterclassDigital Consumer Services
From customers to loyal fans: using returns to retain customers (GER)
Nilaxsa Yoganathan, Co-Founder & COO, 8returns & Juliette Henry, Operations Manager, Maison Baum
Increasing competition means increasing customer acquisition costs (CACs). This makes it more important than ever for online shops to stand out with a first-class customer experience - this also applies to the returns process. In their Masterclass, Juliette Henry, Operations Manager at Maison Baum, and Nilaxsa Yoganathan, Co-Founder & COO at 8returns, present the results of a customer survey that determined what consumers expect from a modern returns policy. Using Maison Baum as a case study, they explain how a transparent and simple return policy can turn customers into loyal fans.
2:00
2:30
Panel-discussion
Future of CX: How Will Emerging Technologies Improve the Customer Experience of Tomorrow?
Heiner Kroke, CEO, momox & Yann Maurer, COO, Regiondo
9:00
9:30
KeynoteApparel Retail
How customer centricity drives global growth (GER)
Anna-Carina Maerz, Team Leader Customer Experience, Mytheresa
Mytheresa serves luxury customers around the globe. When a company operates internationally, it deals with consumers whose desires and expectations are different in every country and region. In her keynote, Anna-Carina Maerz, Team Leader Customer Experience, describes how Mytheresa creates an excellent customer experience with the help of a dedicated team and guides participants through the key insights needed to succeed globally and continuously improve.
9:30
10:00
MasterclassFood & Beverages
The Power of Localisation: Strategies for International CX Excellence (GER)
Maximilian Steudel, Lead Consumer Experience Strategy Manager, Dr. Oetker
New markets, new challenges. Digital expansion has become a critical growth factor. And yet it is not enough to simply make products and services available internationally. Local customer experience excellence is crucial for success. Maximilian Steudel, Lead Consumer Experience Strategy Manager at Dr Oetker, takes us through various best practice strategies.
9:30
10:00
KeynoteFood & Beverages
It's Not All About the Customer: Complementing Customer Survey Findings with Operational Data (ENG)
Sebastian Mcclintock, Global Director Customer Experience, Delivery Hero
While customer feedback is integral to gaining a good picture of the customer experience, companies should not rely solely on insights gained through surveys, says Sebastian McClintock, Global Director Customer Experience at Delivery Hero. In his session at CX1 WORLD CONFERENCE, he will provide insight into how survey data can be complemented with operational data, how customer journey mapping can be used to uncover real treasures, and what the future of CX looks like.
10:30
11:00
KeynoteApparel Retail
"Hey OTTO, talk to me" - Dos and Dont's of a chatbot-supported CX in customer service (GER)
Dr. Sebastian Walter, VP Digital and Consulting, Otto Group & Daniel Krantz, Division Manager "Digital & Consulting", Otto Group
Chatbots im Customer Care polarisieren. Im Idealfall verhelfen sie Kundenanliegen in Sekundenbruchteilen zu lösen, bei schlechter Umsetzung können sie aber auch hohe Frustration bei den Kunden auslösen. Sebastian und Daniel teilen die Erfahrungen aus der Entwicklung und Umsetzung einer ganzheitlichen Chatbot Strategie für die Otto Group, zeigen einerseits die Fallstricke auf aber auch wie eine hohe Kundenakzeptanz erreicht werden kann.
11:00
11:30
KeynoteDigital Consumer Services
Chat with insurance experts via Messenger? (GER)
Marco Adelt, CEO & Founder, Clark
For almost 80 percent of Germans, messengers are now the number one communication channel. At CLARK, the in-app messenger has also established itself as the leading communication channel in CLARK customer service within a very short time. Co-Founder & Managing Director Marco Adelt shares his experiences and learnings from the implementation and optimisation of the In-App Messenger since its introduction for the users at CLARK about 3 ½ years ago.
11:30
12:00
KeynoteTransportation Services
Community Building: Anchoring Customer Centricity Together and Across Companies (ENG)
Daniel Boos, Product Owner User Experience Services, SBB & Eva Krueger, Co-head Customer Experience & Insights, SBB
Customer centricity cannot be delegated as a single task to one department in large companies. Processes or measures alone are not enough. Customer centricity needs cross-company cooperation at eye level. It also needs community approaches to successfully anchor customer centricity in the company. Specifically, it is about promoting internal communities of practices, establishing company-wide agile forms of collaboration and promoting common tools and standards for customer centricity. Together, Daniel Boos, Product Owner User Experience, and Eva Kruger, Co-Head of Customer Experience & Insights, will provide valuable insights into their experiences, including the challenges and successes, in their keynote speech.
12:00
12:30
Networking
12:30
1:15
MasterclassDirect-to-Consumer
Collecting Feedback Is Only Half the Battle: How to actually put the voice of your customers into action (ENG)
Dina Uthman, Team Lead Sales, zenloop & Grace Hemberg, Customer Success Manager, zenloop
In this session, zenloop’s Dina Uthman and Grace Hemberg will take the audience through setting up a Voice of Customer program. As Team Lead Sales and Customer Success Manager respectively, the speakers will draw on their experience and practical examples to show the audience how to actually put the voice of their customers into action.
1:15
2:00
KeynoteApparel Retail
More than a feature: Why customer focus is an elementary part of the business model of specialists (GER)
Philipp Rossner, Chief Strategy Officer, Signa Sports United
Customer focus can be much more than just the sum of individual UX features: Specialists develop their entire business model according to the needs of individual customer segments. This guarantees higher customer satisfaction and unit economics – if implemented correctly. Philipp Rossner, Managing Director at SIGNA Sports United describes the essential prerequisites and success factors for building a customer-centric business model and scaling it internationally.
1:15
2:00
MasterclassDigital Consumer Services
How Junglück introduces a culture of experimentation and optimises CX with AB Tasty (GER)
Diana Schuler, Senior Product Owner & CRO, Junglück & Manuel Blum, Senior Account Executive DACH & Benelux, AB Tasty
Developing a first-class customer experience is never a one-off project. Rather, it is a constant process of evolution and optimisation. So how do you manage the customer experience so that as many shop visitors as possible return and become loyal customers? Through constant testing, learning and optimisation! Diana Schuler, Senior Product Owner & CRO at JUNGLÜCK, and Manuel Blum, Senior Account Executive DACH & BeNeLux at AB Tasty, talk about why it is so important to establish a culture of experimentation in the company and how to avoid internal silos. There will also be concrete insights into tests that JUNGLÜCK has implemented with AB Tasty.
1:15
2:00
MasterclassDigital Consumer Services
How Kaspersky professionalises customer experience management on online platforms with the help of gominga (GER)
Georg Aß, Head of E-Commerce, Kaspersy & Christian Driehaus, Co- Founder & MD, gominga
How do I, as a brand manufacturer, get in touch with consumers on Amazon & Co.? Reviews and Q&A are THE touchpoint to get in touch with customers during their customer journey. They offer your brand the opportunity to analyse and directly respond to customer feedback. Georg Aß from Kaspersky and Christian Driehaus from gominga explain how international review management works. Learn how user-generated content is analysed and used for marketing and product management and how customer engagement can be designed in the digital age.
2:00
2:30
Panel-discussion
How Will Diversity Impact Customer Experience?