CX1 CONFERENCE Digital 2020
Exceeding Customer Expectations
10th September 2020, Online, presented by zenloop
ABOUT THE CX1 CONFERENCE
The leading customer experience conference in the German-speaking region focuses on the utility sector with this conference. After successful conferences in October 2019 and September 2020, a unique event awaits all CEOs, CMOs and Heads of CRM in the digital industry on February 25, 2020. Organized by zenloop, digital experts and industry insiders will meet to share expertise in the areas of customer experience and customer retention. The event is a must-attend in the energy and services industry on the road to world-class customer experience to exceed customer expectations in the future. #CX1
What to expecct
45 Minutes | Deep Dive
Detailed explanations and practical lessons on specific topics and special fields.
30 Minutes | Keynotes
Deep insights and best practices using practical examples from the everyday life of the CX experts.
Digital Networking
1:1digital matchmaking – networking via video or chat.
45 Minutes | Panel Discussion
Experts discuss current topics and trends in the utility industry
FEATURED SPEAKERS
The CX1 presents customer experience experts with hands-on keynotes and hands-on practical tips as well as deep dives in the master classes. Experiences and best practices from industry champions are waiting to be discovered and applied.
Keynotes
Kaspar Klippgen
Kaspar Klippgen
Kaspar is a media executive looking back on several years of experience in the ever-changing media, publishing and digital marketing landscape. Kaspar is helping to build and sell advertising solutions to key partners benefiting from Facebook’s Direct Response and Brand Building Solutions. As Client Partner Kaspar is the strategic advisor for big advertising and technology partners, focussing on eCommerce, Direct-to-Consumer, Digital Commerce and Mobile Disruptors.
Sessions
- Masterclass:
Connecting through WhatsApp Conversations: Why a Messaging Strategy Matters for Your Business (EN)
- Roundtable:
How Customer Expectations are Changing in the 20’s: An Open Discussion on the State of Messenger Marketing (EN)
Nora Engels
Nora Engels
Nora Engels is CPO ‘Customer Engagement’ and head of design at Pixum. She has been working in the field of user experience for over 8 years and has also worked for Vodafone, E.ON and others. In addition, she has gained experience in the startup industry and built up the UX business.
Sessions
- Masterclass:
Net Promoter System – Using the NPS as a Tool for Corporate Success (GER)
Jens Leucke
Jens Leucke
Jens Leucke is the General Manager & Head of Sales for the DACH region at Freshworks. In his role he aims to help companies on their way of digital transformation. He is a passionate sales manager and holds a degree in IT engineering. With over 15 years of work experience he is considered as a specialist for the German Mittelstand. He has spend 13 years at Dell Technologies in various functions for Services, Presales and General Sales and at IBM Ireland in ITS Services. He strives to partner with companies of all sizes to improve their customer engagement and support strategies to create seamless experiences for their customers.
Sessions
- Masterclass:
Deliver Consistent ‘Moments of WOW’ with Omni-channel Support (GER)
Carsten Hilbers
Carsten Hilbers
Carsten Hilbers graduated with a Master’s degree in international management and has meanwhile more than 15 years of experience in customer experience, market research, customer care & inbound sales. Since more than 2 years Carsten is Director Customer Experience Management at Tele Columbus AG, Berlin, responsible for the measurement & continuous optimization of the Net Promoter Score. At the same time he is responsible for the entire detractor management in his new additional function as Journey & Product Owner of the Termination and Retention Journey. Previously, Carsten worked in international senior management positions in marketing, sales and operations, mainly at banks (Citibank, Barclays Bank).
Sessions
- Masterclass:
Customer Experience in a Telecommunications Group (GER)
Sebastian McClintock
Sebastian McClintock
Sebastian works as Global Customer Experience Director at Delivery Hero SE with focus on customer, restaurant and rider loyalty. He has 11+ years of experience in market research, Customer Experience (CX) and NPS-related initiatives. Before Delivery Hero, he worked at Allianz and Ernst & Young. Sebastian has a Masters degree in Economics, grew up outside of Berlin, and enjoys windsurfing, sailing, and traveling with his family.
Sessions
- Masterclass:
Tapping Into the Value of a System of Action, with Delivery Hero (EN)
Steven Mattwig
Steven Mattwig
Steven is Head of International E-Commerce at Douglas and is expanding Douglas into a leading beauty platform with new business models. Previously he held various e-commerce positions at OTTO, SportScheck and Tom Tailor.
Sessions
- Masterclass:
Douglas’ Journey to a Personalized Beauty Platform (GER)
Daniel Krauss
Daniel Krauss
As CIO, Daniel is responsible for the areas of IT, mobile and software development. Together with his school friend André, Daniel founded a successful IT start-up while still at university. He finally sacrificed his long-standing job at Microsoft – and his car – to build Europe’s largest long-distance bus provider.
Sessions
- Masterclass:
Title will follow (GER)
Steve Crolic
Steve Crolic
Steve has been with HelloFresh for 3 years, first as NPS Manager and later as Head of Voice of the Customer. His team looks after the company’s customer feedback functions for the physical and digital product experience. Previously, he worked for Porsche Cars North America in the Sales Programs team, which manages vehicle incentives for the US dealer network.
Sessions
- Masterclass:
The essentials of the Voice of Customer Program at HelloFresh (EN)
Masterclasses & Round Tables
Birgit Stephan
Birgit Stephan
Birgit Stephan is responsible for the strategic setup of the service tribe across DACH and FR. Based on measurable customer needs, her tribe continuously develops new processes and service features for customers.
For the previous 6 years she had worked at Amazon Advertising where she developed and launched a global customer experience program that put NPS into focus for product development and service improvements.
Sessions
- Roundtable:
Turning Critical into Happy Customers – Identifying and Solving Critical Customer Situations for Enhanced Customer Loyalty (EN)
Catarina Steinert
Catarina Steinert
Catarina works for BBG for 4.5 years in the customer service department and has been leading it for 1.5 years, made up of an international team of 110 employees. Previously, Catarina worked for 5 years at Booking.com, where she started her career in customer service and after 2 years was able to advance to the position of Operational Team Leader. At that time her team consisted of 5 employees with responsibility for existing clients. During this period Catarina also built up a new team at a new location and accompanied the entire process until the handover to her successor.
Sessions
- Roundtable:
Stakeholder management for NPS rollout (EN)
Florian Braun
Florian Braun
Florian is currently in his second year as team leader at Vitra, a Swiss family business that develops and builds furniture classics in collaboration with renowned designers. Vitra has its own campus, in which internationally leading architects have participated and which includes two museums. Florian and his team are in developing the Vitra online shop and together they handle the daily tasks of customer order processing. The Vitra Online Shop has been offering the products, mainly from the Home Collection, for sale since 2013 and is now represented in 17 countries.
Sessions
- Roundtable:
Customer Experience Before Delivery – Best Practices (GER)
Jona M. Coco
Jona M. Coco
Jona M. Coco is responsible for the strategic and technical development of the four Calumet ecommerce platforms. He develops strategies for the omni-channel group and aligns the services provided in different POS. In the past years he optimized processes along the customer journey and implemented an NPS focus for online and offline customers.
Sessions
- Roundtable:
In-Store NPS – Opportunities and Barriers (GER)
Daniel Möllerhenn
Daniel Möllerhenn
Daniel Möllerhenn is Principal at Bain & Company. He is an expert in telecommunications, media and technology (TMT), customer strategy and marketing, information technology (IT) and digitization. He has extensive experience in the development of customer experience programs, with a focus on the intersection of simple & digital customer experience, technological transformation and IT infrastructure.
Sessions
- Masterclass:
CX Management & Transformations during and after COVID-19 (GER)
Grace Hemberg
Grace Hemberg
As one of zenloop’s Customer Success Managers, Grace Hemberg is responsible for the success of some of DACH region’s leading digital companies. By advising zenloop’s customers on CX topics, beginning from implementation and continuing through their customer’s journey, she helps them succeed in creating an outstanding customer experience.
Sessions
- Masterclass:
Different personas, different experiences – Mastering CX Along the Customer Journey (EN)
Diana Büttner
Diana Büttner
Diana joined Ratepay in August 2012 at the customer service front line, initially with just one other employee. Since 2015 she has been Head of Customer Service with 40 internal and 120 external employees.
Sessions
- Roundtable:
NPS strategies for End Customers and Retailers: How Can Both Be Combined? (GER)
Susanne Aleksova
Susanne Aleksova
Susanne has joined Ratepay in September 2017 as Customer Support Quality Manager on board. Since 2005, she has already been able to gain experience in the area of quality management, including in the service industry.
Sessions
- Roundtable:
NPS strategies for End Customers and Retailers: How Can Both Be Combined? (GER)
Robert Rebholz
Robert Rebholz
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.
Sessions
- Masterclass:
Driving Customer Experience & Loyalty with Direct Mail (EN)
Felix Schröder
Felix Schröder
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.
Sessions
- Masterclass:
Guided Selling: How Digital Product Consultants at Kiehl’s Increase Sales (GER)
Alexa von Bismarck
Alexa von Bismarck
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.
Sessions
- Masterclass:
Preparing for the Next Chapter in Retail: What Retailers should know (GER)
Sandra Friedrichs
Sandra Friedrichs
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.
Sessions
- Masterclass:
Case Study Thalia – Exceeding Customer Expectations at Every Touchpoint (GER)
Tobias Buxhoidt
Tobias Buxhoidt
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.
Sessions
- Masterclass:
The Practical Way to More Customer Satisfaction – the 6 Step Program from Spreadshirt (GER)
Marie-Luise Wendt
Marie-Luise Wendt
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.
Sessions
- Masterclass:
The Practical Way to More Customer Satisfaction – the 6 Step Program from Spreadshirt (GER)
Joana Traver
Joana Traver
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.
Sessions
- Masterclass:
Centralising CX: Market-Centric Equals Customer-Centric (EN)
Adrian van Holt
Adrian van Holt
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.
Sessions
- Roundtable:
Corona x Agil: From Lockdown to Douglas Live in 48h (GER)
Danielle Echtermeyer
Danielle Echtermeyer
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.
Sessions
- Masterclass:
Guided Selling: How Digital Product Consultants at Kiehl’s Increase Sales (GER)
Felix Schlenther
Felix Schlenther
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.
Sessions
- Masterclass:
Case Study Thalia – Exceeding Customer Expectations at Every Touchpoint (GER)
Arthur Mai
Arthur Mai
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.
Sessions
- Masterclass:
Panel Discussion: Digital Commerce after Corona (GER)
Martin Schwager
Martin Schwager
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.
Sessions
- Masterclass:
Panel Discussion: Digital Commerce after Corona (GER)
Andreas Schneider
Andreas Schneider
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.
Marc Bohnes
Marc Bohnes
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.
Sessions
- Masterclass:
Customer relevance! But how? Personalization in customer communication (GER)
- Roundtable:
Product & Content Recommendations – The Boost for Customer Centricity (GER)
Andreas Mahl
Andreas Mahl
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.
Sessions
- Masterclass:
COVID-19 CX Benchmark – What has Really Changed (GER)
Dana von der Heide
Dana von der Heide
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.
Sessions
- Masterclass:
Machine Learning: Improve CX & Tell Customers When Their Order Will Arrive (EN)
Josef Kril
Josef Kril
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.
Sessions
- Masterclass:
Customer Development instead of product development (GER)
Thomas Weyand
Thomas Weyand
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.
Sessions
- Masterclass:
Game Changer Digital Experience: Use CX Data to Stay Ahead of the Competition and Google’s Latest Updates (GER)
Niklas Restle
Niklas Restle
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.
Sessions
- Roundtable:
Telefax to Tiktok – which channels to support? (GER)
Lucille Guder
Lucille Guder
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.
Sessions
- Masterclass:
The Birth of Parky: Why JustPark customers fell in love with Solvemate’s chatbot (EN)
Cosima Churchill
Cosima Churchill
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.
Sessions
- Masterclass:
Driving customer experience & loyalty with direct mail (EN)
Gabor Gyenes
Gabor Gyenes
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.
Sessions
- Masterclass:
The Birth of Parky: Why JustPark customers fell in love with Solvemate’s chatbot (EN)
Vanessa Clasen
Vanessa Clasen
tbd
Sessions
- Masterclass:
Ensure a Positive Customer Experience with Great Agility and Speed (EN)
Thomas Kuchinka
Thomas Kuchinka
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.
Sessions
- Masterclass:
Customer relevance! But how? Personalization in customer communication (GER)
Martin Weis
Martin Weis
tbd
Sessions
- Masterclass:
Top E-Commerce Trends to Watch Out for in 2021 (GER)
Patrick Werdehausen
Patrick Werdehausen
tbd
Sessions
- Masterclass:
Top E-Commerce Trends to Watch Out for in 2021 (GER)
Anika Braun-Klöpper
Anika Braun-Klöpper
tbd
Sessions
- Masterclass:
COVID-19 CX benchmark – what has really changed and how foodspring increased CSAT (GER)
Nico Buchalik
Nico Buchalik
tbd
Sessions
- Masterclass:
Game Changer Digital Experience: Use CX Data to Stay Ahead of the Competition and Google’s Latest Updates (GER)
Thanks for this incredible CX1 WORLD 2019!
We would like to thank our partners, the participants and of course all speakers who shared their knowledge at the 2019 conference and made the day unforgettable. For all those who want to review the CX1 again, here are a few impressions:
https://youtu.be/EfLgGtdKL5U
OUR PARTNERS
You want to be part of the CX1 WORLD? Contact us via event@zenloop.com