CX1 WORLD CONFERENCE 2021
Customer Experience Champions Connected
21. – 24. September 2021, Online
ABOUT THE CX1 CONFERENCE
The leading Customer Experience Conference in German-speaking countries is now in its third round – once again as an online event this year.
After successful conferences in 2019 and 2020 as well as many special interest events in 2021, all CEOs, CMOs and Head of CRM of the digital industry can expect another unique event from September 21 to 24, 2021.
Despite the spatial distance, this year’s CX1 WORLD CONFERENCE once again brings together the leading CX Champions to share their expertise in customer experience and customer loyalty and focus on our virtual stage. Each of the four days of the conference focuses on different key topics with unique insights: Customer Intelligence, Continuous Innovations & Customer Centricity , Retain at Scale and Brand Advocacy and International CX.
Don’t miss your personal highlights of the CX1 WORLD and check out our program in advance!
This year again we have planned a top-class program. We are still working on it, but you will soon find all the speakers here. You can also apply by yourself as a speaker!
Christina heads Customer Experience at the XXXLutz Group, one of the world’s leading furniture retailers. She and her team are working on the design of customer-centric and cross-channel processes that place a clear focus on end-to-end experiences and customer satisfaction. This is based on intensive customer research, which makes it possible to understand the customer’s needs and inhibition thresholds along the entire journey. Before joining XXXLutz, Christina Böchheimer worked in leading positions in the agency and service sector with a focus on strategic and customer-oriented consulting for a wide range of industries and companies.
How to overcome stumbling blocks on the way to omnichannel Experience in furniture purchase
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.
Effective 1 January 2021 the Lufthansa Group has appointed Heike Birlenbach as Senior Vice President Customer Experience. In that context she is acting as the top customer ambassador within Lufthansa Group designing and being responsible for the overall customer experience. This includes Customer Strategy, Experience Design, Customer Servicing and Digital Interaction, moreover all product developments such as aircraft cabin or lounges worldwide. She leads a team of over 2500 employees around the globe. Before her move to Customer Experience Heike acted as SVP responsible for worldwide sales for Lufthansa, Swiss, Austrian, Brussels Airlines and partly Eurowings with a total of 2000 employees on all continents around the world. In addition she was Chief Commercial Officer of Lufthansa Airline. Heike Birlenbach started her career with Lufthansa in 1990 and held a variety of Management positions in commercial, customer and operations roles in London, Amsterdam, Milan, Munich and at Lufthansa headquarters in Frankfurt. She holds a Master of Management from McGill University in Montreal, Canada.
Customer Experience at the Lufthansa Group: Learning to respond to customer needs at short notice
One industry that has been hit particularly hard by the pandemic is aviation. In Germany, around 31.3 million people took off in 2020, compared to 124.4 million in the previous year – meaning that the number of passengers carried fell 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.
- 40 years of professional experience in premium retail
- 25 years as a member of the board of directors in globally active and listed companies
- Employee responsibility <1. 000
- Sales & Budget Responsibility: € 500 million to € 2 billion
- Global brand management with wholesale and retail activities
- Management of retail chains and department store groups
- Development and implementation of new business concepts
- Refurbishment of Department Stores and Development new flagship stores
- The KaDeWe Group, Berlin, Germany (2014 – today)
- Karstadt Warenhaus GmbH, Germany (2012 – 2013)
- Charles Vögele Group, Switzerland (2009 – 2011)
- Hugo Boss AG, Germany (2004 – 2008)
- S. Oliver Group, Germany (2002 – 2003)
- Harrods Ltd, Knightsbridge, London, UK (1995 – 2001)
- IGDS – Intercontinental Group of Department Stores (2018 – today)
- Magazine zum Globus AG, Switzerland (2020 – today)
- Zino Davidoff Trading AG, Switzerland (2013 – today)
The Future of Department Stores
In times when customer requirements are in a constant state of change, companies need to establish a customer-focused strategy in order to remain competitive in the long term, says André Maeder, CEO of the KaDeWe Group. In his session at CX1 WORLD CONFERENCE, he discusses how KaDeWe is pursuing this approach by offering customers the KaDeWe experience both online and offline and transforming itself into a lifestyle store to build the future of retail.
Caro has been the Executive Director of the non-profit association Viva con Agua de Sankt Pauli e.V. for 3 years. The association is an international network of people and organisations working for clean drinking water and social transformation. The Viva con Agua trademark: Unconventional, explorative work and a logic of thought and action that enables agile working. Together with our partner networks, we succeed in setting new accents across sectors. These often leads to positive transformation: A bottled water that calls on people to drink tap water or a football stadium as an art gallery – and economically successful. After her studies, Caro already managed a facility in inpatient youth welfare in Dithmarschen for 4 years at the age of 24. After a short detour into management consultancy, she has been working for Viva con Agua de Sankt Pauli e.V. since September 2018.
Social business as the model of the future? – This is how social business models can be successful
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.
Peer is a global leader with more than 20 years of experience in the video communications, software and consulting industries, including extensive knowledge of software-as-a-service. He is known for innovative, highly successful sales and go-to-market strategies. Under his leadership, team members grow and develop to their full potential. As Head of DACH at Zoom Video Communications, Peer is responsible for the business in Germany, Austria and Switzerland. Previously, Peer was Managing Director of Webex in Germany since 2003. The company was acquired by Cisco Systems in 2007. At the time, Eric Yuan, now Zoom’s CEO, was vice president of engineering at Webex. Yuan founded Zoom in 2011, and Zoom went public in 2019.
Zoom – looking to the future
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.
Dr. Sebastian Walter
Dr. Sebastian Walter
From October 1, 2020, Sebastian Walter will be responsible for the newly created “Digital and Consulting” division as Vice President and will report directly to Sebastian Klauke, Group Executive Board Member for E-Commerce, Technology, Business Intelligence and Corporate Ventures. The merger of the “Digital Excellence” (EC-DX) and “Otto Group Consulting” (VV-OC) divisions is intended to strengthen the holding company’s consulting function in order to better meet the challenges of digital transformation in the future. The 45-year-old lawyer has more than 15 years of professional experience in consulting and industry – most recently as Expert Vice President and Head of Digital Solutions at the strategic management consultancy Bain & Company in Berlin and previously in sales and marketing management at Unilever and Olympus Optical. As an expert in the consumer goods, healthcare and retail industries, he has helped clients find and implement digital solutions to, for example, improve the customer experience, optimize internal efficiency or develop new business areas. He has supported design thinking, user analysis, and the creation and optimization of prototypes and digital products such as apps, data-driven management systems, and omnichannel customer journeys.
“Hey OTTO, talk to me” – Dos and Dont’s of a chatbot-supported CX in customer service
Chatbots in customer care are polarising. Ideally, they help solve customer concerns in a fraction of a second. customer concerns in a fraction of a second, but if implemented poorly, they can also customers. Sebastian and Daniel share their experiences from the development and and implementation of a holistic chatbot strategy for the Otto Group. but also how a high level of customer acceptance can be achieved.
As Vice President Customer Experience Int. Gregor is responsible for Customer Experience, Customer Data Strategy, CRM and Customer Insights and Research at Miele. In this function, the interests of customers are perceived centrally across functions and transported to the various divisions. True to Miele’s motto “Always Better,” we consistently align all our activities with the needs and wishes of our customers. Before joining Miele, Gregor managed the European Amazon business at Canon and worked for various other international companies in the FMCG environment.
CX meets IoT: How product usage data along the customer journey leads to higher customer loyalty and more revenue
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.
Fabian is a digital marketing and brand management leader with long-standing experience at both C-suite and Board-level. His career has seen him at the forefront of innovation in the digital marketing space, heading up the marketing functions of leading online companies spanning industries including telcos, tech and travel. Prior to joining Scout24 Schweiz AG as Chief Marketing Officer, he was Head of Online Marketing & Social Media at Swisscom, where his responsibilities also included the online marketing activities of their sub-brands Wingo and SimplyMobile. Other former roles included Head of eMarketing at Kuoni Travel Group and Director Online Marketing & Sales at UPC Broadband The ability to thrive in complex environments, his experience, creativity and problem-solving skills put Fabian at the very top of his profession. He is currently responsible for the marketing activities across all Scout24 brands (AutoScout24, ImmoScout24, FinanceScout24, MotoScout24 and anibis.ch). He presently lives in Aarau and has two children.
Room to improve: Why leanback communication deserves a different customer experience
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.
Despite being physically distanced from each other, this year’s CX1 WORLD CONFERENCE once again aims to connect the leading customer experience champions and, at the same time, deliver state-of-the-art insights from the sharpest minds of the industry. Each of the four conference days is oriented around different focus topics with unique learnings:
On the first day, everything revolves around the topic of Customer Intelligence. Questions that will be discussed on this day are, for example, how customer surveys should be set up, at which touchpoint this makes sense for different industries and which survey methodologies are particularly relevant.
- Setting up the right customer surveys to collect valuable feedback at relevant touch points along the customer journey
- Guide to which survey methodology is useful in which scenario in order to receive actionable results
Continuous Innovations & Customer Centricity
On the second day, we will dive deeper into the analysis of the collected feedback by putting the focus on Continuous Innovation. We will also put an emphasis on the area of Customer Centricity, where we will discuss how insights from feedback analysis can be made visible in different relevant departments of an organization.
- Continuous Innovations: Analyzing the collected customer feedback to learn about churn and loyalty drivers and deriving concrete measures from it to
- Customer Centricity: Carrying the voice of the customer into the entire organization and making it visible to all relevant internal stakeholders
Retain at Scale and Brand Advocacy
The third day of the conference will provide a platform to discuss how customer feedback can be leveraged to retain customers at scale. Furthermore, we will discuss best practices of how to engage satisfied customers in Brand Advocacy.
- Retain at Scale: Winning back dissatisfied customers efficiently and ultra fast by leveraging personalized win back strategies
- Brand Advocacy: Turning satisfied customers into brand advocates and leveraging them for upselling or cross-selling campaigns
On the fourth and last day, we will focus on International CX. Here we will discuss how the roll-out of CX strategies can differ in different markets and what companies need to consider.
- Best practices for rolling out CX strategies in different markets
- Local market characteristics companies should be aware of and address
The CX1 WORLD 2019 & 2020
We would like to thank our partners, participants and of course the speakers who shared their knowledge at CX1 WORLD 2019 and 2020 and made these days unforgettable. For all those who want to review past events and take a look at the upcoming CX1 WORLD 2021, here are some impressions:
Would you like to be part of the CX1 WORLD 2021? Then contact us at firstname.lastname@example.org.