CX1 CONFERENCE Digital 2020
Exceeding Customer Expectations

Robert Rebholz is a managing director at optilyz. He works with many of Europe’s best companies to turn direct mail into a CRM performance channel. Before optilyz, Robert led the internationalization of various internet companies. He started his career as a management consultant at Kearney, with a focus on strategy. He holds an MBA from UCLA and a Diploma from WHU.

Felix is the co-founder and CEO of Chatchamp. He is passionate about all things E-Commerce and Guided Selling. Having more than 10 years of experience in digital technology and chatbots, he was already a speaker at Dmexco, OMR, MMC and many more.

Alexa von Bismarck started in 2013 as Account Manager at Adyen Berlin. Since May 2018, she has been Country Manager for Germany, where she is developing corporate strategy, promoting individual strengths and promoting an open communication culture. Together with her team, she is responsible for advising and preparing her German clients on growth issues and payment strategies.

Sandra is responsible for the holistic optimization of the customer experience at Thalia, the largest retail bookseller in Germany. She is working on the strategic development of the customer-centric approach. Previously, she held various positions in the e-commerce and marketing environment at Thalia and the Bertelsmann Group.

Tobias has studied at the Universität Karlsruhe (TH) and at the University of Newcastle. As founder and managing director of parcelLab GmbH, Tobias has been responsible for all superordinate subject areas since 2014.

Marie graduated in Sociology at the Technical University of Dresden and has more than 12 years of experience in managing creative and experienced service teams, optimizing processes and developing long-term strategies.

Joana is an e-commerce specialist with +7 years experience. Passionate about e-commerce and sustainability, she currently manages the Spanish market at foodspring, the premium fitness & sports nutrition company from Berlin. Their objective: take sports nutrition to the next level. The key to success: understand what real people want and develop the most innovative products to cover their needs.

Adrian van Holt has been Art Director in digital media for over 15 years. After staying with the “big three” of the international advertising industry GREY, Saatchi & Saatchi and BBDO, he switched to the customer side and has been working for Douglas – among others – for the goal of customer-centered design since 2017. The transformation from a classic retailer to an e-Commerce platform in 19 countries presents us with new challenges every day. Our vision? – To become the beauty destination no. 1 in Europe.

Danielle Echtermeyer is Director Brand Communication & Digital at Kiehl’s Germany. She has been with L’Oréal for over 15 years and was previously responsible for brand communication & social media for brands such as L’Oréal Paris, Garnier, Maybelline & Essie. In addition, she has worked on the agency side in sports & youth marketing for brands such as Adidas, K2 and Red Bull and was able to gain experience abroad in the area of sports sponsoring / Formula 1 and further advance brand activation.

Felix is Head of Sales at zenloop, the leading experience management platform in Germany. Together with his team, he advises digital companies on how to set up a customer experience management system. Felix previously built up the sales teams in various software start-ups and studied business administration in Hamburg. As a speaker on CX, customer loyalty and centring he is present at conferences such as OMR, Internet World, CX1 and DMEXCO.

Arthur is Chief Marketing Officer (CMO) at IONOS. In this role, he is responsible for marketing, sales and website for our core hosting products. Arthur is a top marketing talent with more than 15 years of experience. Before joining IONOS in 2020, he was CMO at idealo internet GmbH since 2015. In this position he was responsible for the entire marketing cycle and acted as business owner for all marketing related project activities. Since 2019, Arthur Mai was also Managing Director of the associated subsidiary Comparado GmbH.

Since July 2017, Martin Schwager has been COO on the board of notebooksbilliger.de AG, where he is responsible for marketing, IT and human resources. Prior to this, he worked for the media group RTL Germany, Sevenventures and Roland Berger Strategy Consultants, among others.

As Business Process Manager, Andreas travels throughout the company to identify and realize improvement potential together with various business units. Together with his team colleagues from the BBG project and process team, he manages and supports projects in the Information and Technology department. Even before BBG, Andreas was responsible as Process Manager for the integration and establishment of process management in the customer care of an e-commerce company.

As Product Management Director, Marc Bohnes is responsible for the products Personalization (Products + Content), Customer Data Platform and Visitor Intelligence within the Episerver Customer-Centric Digital Experience Platform. As an expert for the optimization of individual touchpoints along the Digital Customer Journey, he regularly speaks at events on current topics and trends in the field of digital content and commerce.

Andreas Mahl is Director Marketing Central Europe at Zendesk. With over 20 years of management experience in market-leading, fast growing technology companies, he loves to promote B2B solutions that simplify complex business processes and that provide high customer value. Andreas likes to discuss ways to proactively provide the best possible customer experiences, and how to offer relevant customer interactions across all channels.

Dana is the Founder and CCO of Parcel Perform, the leading carrier-independent parcel tracking SaaS platform with 600+ carriers globally. The German-born entrepreneur and e-commerce logistics enthusiast gained her industry knowledge in global strategy and regional business development roles for international logistics companies in Europe and Asia. Dana is part of Alibaba’s eFounder Fellowship; a network of international entrepreneurs and business leaders passionate about digital transformation.

Josef has been on the road with the NX (New Work Experience) team from Yello since 2016. He works on organizational development and his focus is on the topic of “customer focus”. So Josef teaches methods, approaches and strategies for customer-centric work at different altitudes, from product development to a company’s holistic experience strategy.

With the experience of his years at Adobe and Marketo, Thomas has been leading the Contentsquare Team DACH since 2017. In the position of MD, he helps companies with the digital transformation based on experience data with the goal that every digital experience inspires the user.

Niklas is an expert for Omnichannel Support. As Regional Product Manager he is responsible for the European CX roadmap of Freshworks. Among other projects, he has previously built up the European Customer Success Team for Freshworks and looked after large-scale customers such as DeliveryHero, Klarna and METRO by himself.

Lucille is the Head of Customer Success at Solvemate. Her mission is to make our customers happy and successful with their chatbots. A true Parisian, she loves wine, cheese and croissants, as well as extravagant hairstyles. Lucille enjoys looking after the team by organising social events, as well as traveling around the world as part of her role.

Cosima is working as a Team Lead at foodspring. She’s a Marketing and product specialist with experience in digital marketing, agile practices, design thinking, brand and CRM. Recently Cosima completed her 4th degree, a highly practical MA in Digital Management and Innovation at Hyper Island (one of the world’s leading digital business schools). Her studies were in the areas of agile, service design, business transformation, project management, technology, product development and process management.

Gabor Gyenes works as Head of Customer Support at JustPark with focus on the customer experience. Prior to his career in the world of parking, he was working in hospitality management and in the world of virtual reality gaming, specifically setting up VR arcades in pubs. Gabor was born in Hungary, but grew up in Canada and is a big fan of the startup world, yoga and travel.

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Thomas has been active in e-mail marketing within the Witt Group for several years. He has been working for the subsidiary heine since 2018. He is responsible for the conception, implementation and optimization of all e-mail marketing activities in the DACHNL regions. The continuous development of personalization and automation in e-mail marketing is one of his main focuses. The interests of the customers are always the focus of his work.

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