MEET OUR SPEAKERS

We have planned a top-class programme again this year. We are still working on it, but soon you will find all speakers of CX1 WORLD 2021. Apply to be a speaker by yourself here!

Keynote Speakers

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Johannes Kliesch

Founder

Johannes Kliesch

Founder

Johannes Kliesch is the founder of the e-commerce company SNOCKS and a senior consultant at the Amazon consulting agency Snocksulting. For many years, he independently managed the SNOCKS Amazon FBA account and generated six- to seven-figure annual sales. Today, he is an expert in Amazon listing optimisation and advertising on Amazon. Due to his expertise, Johannes is a sought-after speaker and consultant in the Amazon environment. In addition to Amazon FBA, SNOCKS now also operates its own online shop, which also generates seven-figure annual sales. These figures are only possible thanks to the expertise in Shopify Conversion Rate Optimisation as well as performance marketing channels such as Facebook Ads. Johannes Kliesch is a recognised expert in both areas and thus a valuable contact for anyone who runs their own online shop.

Sessions

  • Keynote:

    Branding rethought: What has changed at SNOCKS with the introduction of zenloop
    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 optimising their buying experience the best branding? In his presentation, Johannes Kliesch talks about the experiences the SNOCKS team has had in terms of CX since they started using the Experience Management Platform zenloop.

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Christina Böchheimer

Area Lead Customer Experience

Christina Böchheimer

Area Lead Customer Experience

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.

Sessions

  • Keynote:

    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.

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Maximilian Steudel

Lead Consumer Experience Strategy Manager

Maximilian Steudel

Lead Consumer Experience Strategy Manager

Maximilian Steudel is Lead Consumer Experience Strategy Manager in International Marketing at Dr. Oetker, one of Europe’s leading food producers. Together with his team, he is responsible for all owned channels such as websites and apps as well as the MarTech infrastructure for over 40 countries. Before joining Dr. Oetker, he worked in international performance marketing for various e-commerce layers, including Triple A internet shops and GastroHero.

Sessions

  • Keynote:

    The Power of Localisation: Strategies for International CX Excellence
    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.

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Sebastian McClintock

Global Director Customer Experience

Sebastian McClintock

Global Director Customer Experience

12+ years of experience in customer experience management with NPS as key KPI (transactional and relationship NPS).
Launched customer experience projects in over 40 countries and regularly communicated next steps and results
Leading cross-functional projects with various internal stakeholders around the world
Facilitate global knowledge sharing workshops focusing on customer satisfaction/ loyalty/ NPS
Global set-up, management and training of the CX management tool “Qualtrics” and Qualtrics XM platform” for internal stakeholders in different departments and countries

Sessions

  • Keynote:

    It’s Not All About the Customer: Complementing Customer Survey Findings with Operational Data
    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.

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Jacqueline Zwosta

Teamlead Digital Customer Insights

Jacqueline Zwosta

Teamlead Digital Customer Insights

Jacqueline has been Lidl Digital’s team leader for customer insights and customer experience since 2018. Together with her team, she is responsible for identifying the drivers of customer (dis)satisfaction through customer surveys, bringing these insights into the company and deriving optimisation measures. The qualitative information about customers is complemented by quantitative analyses of purchase data to develop a holistic understanding of the customer and their development. Prior to Lidl Digital, Jacqueline worked in various digital positions at OTTO, Breuninger and Holidaycheck.

Sessions

  • Keynote:

    Buzzword Customer Centricity – What to do when colleagues don’t follow suit?
    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.

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André Maeder

Chief Executive Officer

André Maeder

Chief Executive Officer

Profile

  • 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

Core competences:

  • 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

Executive Experience

  • 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)

Supervisory bodies

  • IGDS – Intercontinental Group of Department Stores (2018 – today)
  • Magazine zum Globus AG, Switzerland (2020 – today)
  • Zino Davidoff Trading AG, Switzerland (2013 – today)

Sessions

  • Keynote:

    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.

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Fred Reichheld

Creator of the Net Promoter System

Fred Reichheld

Creator of the Net Promoter System

Fred Reichheld is the creator of the Net Promoter® system of management, the founder of Bain & Company’s Loyalty practice, and the author of five books including the New York Times bestseller The Ultimate Question 2.0. His new book WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers will be published in November by Harvard Business Review Press. Rechheld is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977.

Sessions

  • Keynote:

    WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers
    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.

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Nicolay Merkt

Managing Director

Nicolay Merkt

Managing Director

As one of two managing directors of Fashion ID GmbH, Nicolay Merkt is responsible for the entire online business of Peek und Cloppenburg KG, Düsseldorf. As a digital native from the very beginning, the 44-year-old is not only responsible for the P&C webshop in Europe, the boutique site FashionID.de, but also for the high fashion webshop Stylebop.com and the Anson’s webstore. The omnichannel expert is always on the lookout for exciting use cases to increasingly link the rapidly growing online trade in the group with P&C’s strong stationary business. His vision is a completely seamless linking of the sales channels for the customer. Before joining Peek & Cloppenburg in 2014, he was responsible for product management and product marketing of digital E-POST products at Deutsche Post DHL and helped to establish a start-up in the online classified environment. Merkt is the father of two sons and, as a native of Cologne, is an ardent supporter of FC Cologne.

Sessions

  • Keynote:

    Focus on customers: Dos & Don’ts in CX management
    Nicolay Merkt, Managing Director of Fashion ID, says: Putting customers at the centre 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 act in a more customer-centred way.

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Mavie John

Advisor Customer Experience und Development

Mavie John

Advisor Customer Experience und Development

Mavie John has over 20 years’ experience in the telecoms and tech industry. During this time, she has led teams in social media, customer experience and customer service and has gained a broad expertise in digital, CRM and HR. In addition to her day job, she is involved in gender equality and inclusion initiatives and delivers branding and LinkedIn workshops for female audiences. Customer and employee centricity, integrity and honesty are what she brings to a team. She is known for her energy, communication skills, drive and creativity.

Sessions

  • Keynote:

    Service is the new marketing: tips for more customer loyalty and word of mouth
    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.

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Daniel Krantz

Division Manager “Digital & Consulting”

Daniel Krantz

Division Manager “Digital & Consulting”

As Head of Digital & Consulting, Daniel Krantz is responsible for numerous digital projects in the Otto Group Holding. With his team, he advises the Otto Group companies strategically and provides operational support in the implementation of projects and products. On the product side, his current focus is on shopping apps, chat bots and voice applications. Daniel has been working in the digital industry for over 15 years, most recently leading the Otto Group’s Mobile Lab and previously product teams in the freenet Group.

Sessions

  • Keynote:

    “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.

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Peer Stemmler

Head of DACH

Peer Stemmler

Head of DACH

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 that time, Eric Yuan, the current CEO of Zoom, was Vice President of Engineering at Webex. Yuan founded Zoom in 2011 and Zoom went public in 2019.

Sessions

  • Keynote:

    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.

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Matthias Buehler

CMO

Matthias Buehler

CMO

7 years with METRO in various Executive roles incl. Group Strategy, Customer Experience, Digital Transformation
7 years with Bain & Company in the Düsseldorf office
MBA from AGSM at University of New South Wales in Sydney
Diplom Physiker, Universität Karlsruhe (KIT)

Sessions

  • Keynote:

    The Top Three Reasons Why Customer Experience Initiatives Fail and How to Work Around It
    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.

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Fabian Frank

Digital Marketing and Brand Management Leader

Fabian Frank

Digital Marketing and Brand Management Leader

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.

Sessions

  • Keynote:

    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.

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Dr. Sebastian Walter

VP Digital and Consulting

Dr. Sebastian Walter

VP Digital and Consulting

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.

Sessions

  • Keynote:

    “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.

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Dr. Lasse Meißner

Managing Director

Dr. Lasse Meißner

Managing Director

Dr. Lasse Meißner (born 1989) moves between the spheres of business, entrepreneurship and science. He is currently responsible for all digital services such as digital marketing, international eCommerce and marketplace activities and digital category management as Managing Director of BUTLERS-Digital. As a leader, founder, consultant and scientist, he is always interested in the sustainable optimisation of decisions under uncertainty. He received his PhD in economics from the University of Düsseldorf after studying in Friedrichshafen, Madrid and Maastricht. Before his doctorate, he founded an IT start-up in the field of machine learning and worked as an independent consultant and project manager in the areas of digitalisation, corporate development, marketing and sustainability. Project partners included BASF, Galeria Kaufhof, Ferrero, EDEKA and various federal ministries. He is a former scholarship holder of the EXIST Gründerfonds, ERASMUS programme and the Friedrich Ebert Foundation and a member of the Managerkreis and Young Leaders Club of the FES.

Sessions

  • Keynote:

    Get out of passivity! – The four basic principles to inspire customers
    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.

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Hartmuth Gieldanowski

Innovations- and Agile Coach

Hartmuth Gieldanowski

Innovations- and Agile Coach

Hartmuth Gieldanowski is an innovation and agile coach at Die Post CH AG. He works on the CEO staff as a trainer & coach for managers and product teams in the area of modern product development with Lean Startup, Design Thinking and Agile Product Development. He holds a Master’s degree in Business Informatics from the University of Applied Sciences Northwestern Switzerland (FHNW) and a Master’s degree in Psychology of Learning from the University of Duisburg-Essen. As a founder and consultant, he has been active for more than 15 years in various roles in product and service development in the finance and communications industry as well as in the public sector. Since 2017, he has been a guest lecturer for organisational development at the FHNW.
https://www.gieldanowski.ch

Sessions

  • Keynote:

    Employee Insights, not Customer Insights – measuring customer orientation in the company
    We collect data about our customers and are always finding new ways to measure the customer experience. But what about our own organisations? 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 Swiss Post AG & Stephan Engl, Managing Partner at Creaholic SA present how the Customer Centricity Score can be used to measure the degree of customer orientation in a company, how measures can be derived from it and what it takes to set the framework conditions to become more customer-centric as a company.

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Miriam van Straelen

Chief Customer Officer

Miriam van Straelen

Chief Customer Officer

As Chief Customer Officer, Miriam van Straelen leads Merchant Performance & Quality, Customer Experience Development, CX Data Analytics, Customer Care and Payments. With a 360-degree perspective on the customer and an end-to-end view of the customer experience, her team works to increase customer satisfaction and thus customer activity and retention. Miriam has more than 15 years of experience in digital strategy and product development and is an expert in B2B2C platforms, e-commerce and fintech environments. Her previous employers include PayPal, eBay, mobile.de, Roland Berger and various start-ups, where she was also co-founder and CEO.

Sessions

  • Keynote:

    More than just the best price: from customer insights to valuable product adjustments at 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.

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Carolin Stüdemann

Executive Board

Carolin Stüdemann

Executive Board

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.

Sessions

  • Keynote:

    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.

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Daniel Krauss

Founder & Chief Information Officer

Daniel Krauss

Founder & Chief Information Officer

As CIO, Daniel is responsible for IT, mobile and software development. Together with his school friend André, Daniel founded a successful IT start-up during his studies. He finally sacrificed his long-standing job at Microsoft – and his car – to set up Europe’s largest long-distance bus provider.

Sessions

  • Keynote:

    Flix – The Easiest Way to Travel
    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.

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Heike Birlenbach

Senior Vice President Customer Experience

Heike Birlenbach

Senior Vice President 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.

Sessions

  • Keynote:

    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.

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Monika Schulze

Head of Customer und Innovation Management

Monika Schulze

Head of Customer und Innovation Management

Skills and experience
Monika Schulze has a broad range of experience in the FMCG and insurance industry and has been successfully working in leading positions in various countries for almost 30 years. Before working as Head of Customer & Innovation Management in Germany, she moved to Switzerland as Global CMO. Before that, she ran her own business as a strategy consultant. In her last two positions at Unilever, she was Vice President Brand Development Europe and Business Director Foods responsible for P&L in Hungary. Monika’s strength lies in finding new, more powerful and profitable ways to build strong businesses and brands – especially in the context of massive industrial change and digital disruption. She is an early adopter of digital platforms and projects.

Awards
In 2018, Monika was listed by Martech as one of the “Top Twelve Women CMOs to Follow on Twitter”. The year before, she was named one of the most influential CMOs in the world by Forbes and nominated for “Woman to Watch Europe 2017” by AdAge.

External appointments
Monika is a board member of Schloss Wachenheim Group, a sparkling wine producer based in Trier, Germany, and Atlantic Grupa, an FMCG company based in Zagreb, Croatia.

Sessions

  • Keynote:

    How Zurich Insurance uses the brand as the basis for the customer experience
    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 good customer relationships can be built over the long term

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Dr. Marco Adelt

COO

Dr. Marco Adelt

COO

Dr. Marco Adelt is COO of CLARK. Marco and the 350 other heads at CLARK believe that the important things in life should be simple. And that everyone should have access to them, regardless of where you come from. Insurance is important! They enable us to live a carefree life. CLARK has set out to become the largest insurance broker for private customers in Europe. Marco has been working in the insurance world since he was 18. Before founding CLARK in summer 2015, Marco supported insurers & financial distributors for 9 years as a management consultant in more than 50 projects. As host of the PERFORMANCE PODCAST, Marco regularly talks to top performers about their routines and habits.

Sessions

  • Keynote:

    Chat with insurance experts via Messenger?
    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.

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Ulrich Hoffmann

Director Commercial Sales DACH

Ulrich Hoffmann

Director Commercial Sales DACH

Ulrich Hoffmann has been in software sales for over 25 years and has extensive experience in Software as a Service and cloud technologies. In his current role as Director, EMEA Central at Zendesk – recognised by Gartner as a leader in CRM and customer support software – Ulrich Hoffmann helps customers and those who want to become customers learn how to leverage customer service for customer experience and thus business success. Innovations in the field of IT that enable positive change in society are particularly important to him. With a degree in aerospace engineering and many years in management positions at leading software houses such as IBM and Salesforce, Ulrich has a multi-layered view of the problems and challenges faced by companies in a wide range of industries.

Sessions

  • Keynote:

    New customer expectations in the camping industry
    The ever-changing expectations of customers require a continuous adaptation of CX on the company 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 dialogue-driven experiences for customers.

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Philipp Rossner

CSO

Philipp Rossner

CSO

Philipp Rossner is Managing Director and Board Member at SIGNA Sports United, the world’s leading online sports trading platform with more than 7 million customers and 1.6 billion dollars in sales. Philipp Rossner is responsible for Strategy, Business Development and M&A and has been instrumental in the development of the SIGNA Sports United Group for more than 3 years, which announced its IPO on the New York Stock Exchange a few weeks ago. Previously, Philipp was Managing Director and CEO of brands4friends and Senior Director at eBay with various responsibilities. He started his career as a management consultant at The Boston Consulting Group with a focus on consumer goods and media.

Sessions

  • Keynote:

    More than a feature: Why customer focus is an elementary part of the business model of specialists
    Customer focus can encompass much more than 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 of how a customer-centric business model can be built and scaled internationally.

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Daniel Boos

Product Owner User Experience Services

Daniel Boos

Product Owner User Experience Services

Daniel Boos heads the User Experience team at Swiss Federal Railways SBB. His main interests include future customer experiences, flexible and mobile working, the design of digital and physical workplaces and the use of communication and collaboration technologies. He has expertise in user research, foresight approaches and human centred design for innovation activities and strategic issues of ICT service providers. He volunteers for Dock18, Re:PublicDomain, Communia and Digitale Allmend. His topics are public domain, media culture and Creative Commons.

Sessions

  • Keynote:

    Community Building: Anchoring Customer Centricity Together and Across Companies
    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.

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Muhdi Moussa

Head of Sales & Marketing

Muhdi Moussa

Head of Sales & Marketing

▪ 12 years of expertise from the telecommunications industry with a sound sales, marketing & strategy background, both from practice and theory as part of the Bachelor/Master degree incl. foreign module University of Cape Town
. ▪ In the 12 years after starting as a trainee in various management positions at Vodafone GmbH in Germany
. ▪ Most recently Senior Manager position as Head of Retail Excellence focusing on:
▪ Strategy and concept area for direct retail sales channels with P&L responsibility for own and franchise stores Responsibility Digital Transformation Retail Channels and Omni-Channel Strategy for Consumer Sales incl. Digital Sales
Responsibility and conception of CRM and go-to-market strategies
▪ Planning and responsibility of potential-creating marketing/customer activities with focus on digital (social media, SEA, SEO etc.)
▪ Planning and responsibility of potential-creating marketing/client activities with focus on digital (social media, SEA, SEO etc.)
▪ Since 01.08 Change of sector to the energy industry as Head of Sales & Marketing at stadtenergie GmbH, a digital subsidiary of DEW21 GmbH with the following focus areas:
▪ P&L responsibility and direct report GF
▪ Definition of corporate strategy and responsibility Brand, Marketing, Omnichannel & Commercial Alignment
▪ Responsibility Digital Transformation stadtenergie GmbH & know-how transfer with parent company DEW21 GmbH
▪ Meanwhile, building a sustainable growth path towards 50,000 customers by the end of the 2021 financial year

Sessions

  • Keynote:

    #EarnCustomerLoyalty – Create Customer Centricity as a key
    The energy industry is going trough a digital transformation. Some companies have realised that their customers are “more than just a meter number”. Digitalisation trends include cloud and platform solutions, which 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.

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Artam Künzner

Technical Communication Manager

Artam Künzner

Technical Communication Manager

Artam is a digital enthusiast and CX evangelist from the start. In his role as Technical Communication Manager at Roadsurfer, he creates new customer experiences every day while building a new business model in the camper and travel industry.

Sessions

  • Keynote:

    New customer expectations in the camping industry
    The ever-changing expectations of customers require a continuous adaptation of CX on the company 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 dialogue-driven experiences for customers.

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Stephan Engl

Managing Director

Stephan Engl

Managing Director

Stephan has been supporting companies and executives in customer-centric innovation and change projects for more than 10 years in the development of a customer-centric organisation, the design of customer-centric strategies and their implementation in products, services and processes. He is one of the inventors of the Customer Centricity Score (CCScore), a measure of customer orientation in companies. In addition to the CCScore, he has developed and launched feedback tools such as the employee engagement methodology ‘Pulse’ and prototyping applications for international companies. Stephan has an M.A. in Information Science and is a certified SCRUM Product Owner.

Sessions

  • Keynote:

    Employee Insights, not Customer Insights – measuring customer orientation in the company
    We collect data about our customers and are always finding new ways to measure the customer experience. But what about our own organisations? 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 Swiss Post AG & Stephan Engl, Managing Partner at Creaholic SA present how the Customer Centricity Score can be used to measure the degree of customer orientation in a company, how measures can be derived from it and what it takes to set the framework conditions to become more customer-centric as a company.

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Eva Krueger

Co-Lead CX

Eva Krueger

Co-Lead CX

Eva Krüger is Co-Head of Customer Experience and Insights at SBB. Together with her team and the community, she initiates, facilitates and supports projects to gain customer insights and optimise the customer experience. SBB is the largest transport company in Switzerland, carrying over one million passengers to their destination every day. In her previous position, she was Head of User Experience at SBB IT. Before joining SBB in 2013, Eva did a PhD in psychology and worked in academia.

Sessions

  • Keynote:

    Community Building: Anchoring Customer Centricity Together and Across Companies
    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.

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Romana Aumer

Head of Customer 360°, Business Unit Enterprise

Romana Aumer

Head of Customer 360°, Business Unit Enterprise

Romana Aumer has many years of experience in the technology industry in the areas of marketing and controlling, and has worked for A1 Telekom Austria, the market leader in Austria, for more than 20 years. Her focus is on the B2B business, where she has headed the “Enterprise/Customer 360° Business Unit” since October 2020 and is responsible for strategy, communication, CX and performance & development. With her experience as an Agile Master and Product Owner in cross-functional teams, she shapes her governance role cross-functionally for the entire business area.

Sessions

  • Keynote:

    Anchoring customer centricity in B2B strategy and organisation
    Digitalisation is changing many business models in the B2B sector. Developments are influenced by technological change and therefore solutions are usually in the foreground. In his keynote speech, Romana Aumer, Head of Customer 360° at A1 Telekom Austria AG, describes how to focus on the expectations and needs of business customers in strategy and organisation and establish a customer-centric corporate culture in cross-functional teams.

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Daniel Möllerhenn

Associate Partner

Daniel Möllerhenn

Associate Partner

Daniel Möllerhenn is an Associate Partner in Bain & Company’s Frankfurt office. He is an expert in Bain’s Customer Strategy & Marketing and Telecommunications, as well as, IT/ Digital practices. He has more than 10 years of global consulting experience and specializes in customer-centric transformations for clients across EMEA. Daniel drives Customer Experience Transformation programs for clients across industries with a focus on simple & digital customer experiences combined with transforming the underlying technology & IT infrastructure to make it ready for the digital world. He is also a seasoned expert for Net Promoter System® implementations.

Sessions

  • Keynote:

    WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers
    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.

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Anna-Carina Maerz

Team Leader Customer Experience

Anna-Carina Maerz

Team Leader Customer Experience

Anna Maerz has been leading the customer experience team at Mytheresa since 2017 and has successfully built it up over the last few years. She is an expert in the area of customer centricity and brings over 15 years experience in retail with her. Her professional stations can be summarised as follows:
– Mytheresa – Head of Customer Experience with focus on Customer Journey, Direct Customer Communication, Customer Satisfaction and before that Head of International Business Development Team with focus on Growth Strategey in China, Korea and Japan (7 years)
– Weltbild – Head of Category Management with responsibility for the online strategy for the non-media range (3 years)
– Gruppe Nymphenburg – Management Consulting with focus on Retail (5 years)

Sessions

  • Keynote:

    How Customer Centricity Drives Global Growth
    Mytheresa is serving high-end luxury customers around the globe. When operating internationally, a company deals with consumers whose wishes and expectations are different in each country and region. In her keynote, Anna-Carina Maerz, Team Leader Customer Experience, describes how Mytheresa is driving excellent customer experience through a dedicated team and leads through the key learnings of what it takes to be globally successful and continuously improve.

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Paul Schwarzenholz

Managing Director

Paul Schwarzenholz

Managing Director

Paul Schwarzenholz is co-founder and CEO of zenloop, an integrated experience management platform. The SaaS solution was founded in 2016 by Paul Schwarzenholz, Björn Kolbmüller and Lukasz Lazewski and is based in Berlin with more than 50 employees. After studying business administration at the HHL Leipzig Graduate School of Management, Paul Schwarzenholz started his career in management consulting at Bain & Company. He then founded the online perfumery Flaconi together with Björn Kolbmüller, which was successfully sold to ProSiebenS in s-sa. 1. At Flaconi, Paul Schwarzenholz was responsible for Customer Success and Operations. In addition to zenlo just launched, Schwarzenholz is a business angel and advises more than 20 European start-ups. He regularly writes and gives talks on the topics of customer experience, entrepreneurship and start-ups.

Sessions

  • Keynote:

    The customer is king – How companies succeed in acting in a truly customer-centric way
    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.

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Felix Kugelmann

Principal Advisor Insurance

Felix Kugelmann

Principal Advisor Insurance

Felix Kugelmann has been working in the field of insurance for over 20 years. He gained his extensive experience in the worlds of small and large insurers, such as at Debeka Krankenversicherung as Area Sales Manager or at Allianz as Project Manager Regulatory Strategy, start-ups and software companies. Most recently, Felix supported the technical development of Ottonova, the first completely digital health insurer. Here, he was primarily responsible for the customer experience at the onboarding program. Today, Felix works at SAS as Principal Advisor Insurance and helps insurance companies by using advanced analytics to work in a more customer-centric way. Felix’s biggest focus is on improving the customer experience, both digitally and offline.

Sessions

  • Keynote:

    Panel Discussion

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Heiner Kroke

CEO

Heiner Kroke

CEO

Heiner Kroke took over the position of CEO at momox, Europe’s leading re-commerce company, in 2013. Most recently, he was CEO at the internet auction house Ricardo. There he was responsible for the business of all brands and online portals in Switzerland and numerous Western European countries. Before that, he held various management positions at eBay.de. For example, as CEO of Kijiji, where he established local consumer-to-consumer oriented networks.

Sessions

  • Keynote:

    Panel Discussion

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Holger Moewes

Head Of Customer Experience

Holger Moewes

Head Of Customer Experience

Sessions

  • Keynote:

    Panel Discussion

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Lukas Jungmann

Head of UX

Lukas Jungmann

Head of UX

Lukas Jungmann has been part of toom Baumarkt for 4.5 years. He has been Head of UX/UI in the cross-channel area for about 2.5 years. His goal is to merge the online and stationary customer experience and to optimise it especially with regard to DIY services. Born and raised in Oberhausen (NRW), Lukas Jungmann is a passionate skier and footballer.

Sessions

  • Keynote:

    Panel Discussion

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Panel Discussion

Co – Founder

Panel Discussion

Co – Founder

Yann Maurer is an entrepreneur who co-founded Regiondo in 2011, helping tours and activities operators digitizing their business across Europe. Yann believes that customer centricity is what drives the adoption of any SaaS product.A fundamental part of the commercial success of a software is whether the team can listen to customer requirements and develop the appropriate solution. In addition to to lead and facilitate the creation of products that deliver value to both customers and the business, he oversees the support operations as COO of the company. Yann holds a Master’s degree in Financial Engineering from Kedge Business School and a Master’s degree in Management from WHU – Otto Beisheim School of Management.

Sessions

  • Keynote:

    Panel Discussion

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Daniela Märklin

CMO

Daniela Märklin

CMO

Sessions

  • Keynote:

    Panel Discussion

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Nils Weber

Managing Director

Nils Weber

Managing Director

As Managing Director of valantic Digital Marketing & CRM GmbH, Nils is responsible for the the business units Data Driven Marketing, Sales and Service CRM. Before joining valantic he worked on global transformation projects for an international consulting firm. With a team of marketing technology experts such as Exponea, zenloop, trbo, Emarsys and Co. and co. as well as certified Salesforce consultants, Nils solves strategic challenges around the customer customer interface and is responsible for the expansion of the Salesforce business within the valantic Group. valantic Group.

Sessions

  • Masterclass:

    CX meets IoT: How product usage data along the customer journey leads to higher customer loyalty and more sales
    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 what an IoT and marketing technology architecture for integrating the product and customer lifecycle can look like in practice.

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Sven Markschläger

CDO

Sven Markschläger

CDO

Until March 2017, Sven was Senior Account Executive for Twitter DACH. In this position he supported some of the biggest brands and media agencies in Germany to achieve their goals with Twitter. achieve their goals. He moved to Twitter from IKEA, where he led the digital and social media team and was responsible for all online and mobile projects. Before joining IKEA, he was Digital Communications Director at Weber Shandwick in Germany, Chief Marketing Officer (CMO) and Head of Public Relations for the VZ Network Group, the holding company that owns German Facebook competitor StudiVZ. During his time at VZ, Sven was a member of the leadership team and responsible for all marketing and communications activities, including overall strategy, media, PR, social, CRM and sales Promotion.

Sessions

  • Masterclass:

    Breaking the FMCG Cycle: How Krombacher creates sustainable customer relationships with personalised CX
    Because of the supply chain, it is problematic for FMCG companies to build relevant relationships with their end customers. To address this challenge, Krombacher has decided to focus on building direct marketing channels using 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.

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Gregor Czempiel

Vice President Customer Experience Int.

Gregor Czempiel

Vice President Customer Experience Int.

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 centrally and cross-functionally perceived and transported to the various corporate 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.

Sessions

  • Masterclass:

    CX meets IoT: How product usage data along the customer journey leads to higher customer loyalty and more sales
    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 what an IoT and marketing technology architecture for integrating the product and customer lifecycle can look like in practice.

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Nadine Benn

Personalisation expert

Nadine Benn

Personalisation expert

Nadine Benn is a personalisation expert at DECATHLON Germany, a sports retailer that makes sports accessible to many people. Her goal is to offer customers a personalised shopping experience on decathlon.de and to present relevant content and products based on users’ interests. Nadine is interested in many sports, her favourites are running and fitness.

Sessions

  • Masterclass:

    Exercising Personalization for Real Results with Decathlon
    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.

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Alexander Seiler

VP Customer Relationship Management

Alexander Seiler

VP Customer Relationship Management

Alexander Seiler is VP Customer Relationship Management at HelloFresh, the world’s leading provider of cooking boxes. He has been leading the CRM team of the internationally operating company for more than 3 years. Alexander now looks back on a career of more than 8 years in CRM and can draw on a great deal of expertise in customer centricity.

Sessions

  • Masterclass:

    Maximising customer centricity – an exchange with HelloFresh
    Customer centricity means reaching customers at the right time with the right message on the right channel. Yet 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.

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Georg Aß

Head of E-Commerce

Georg Aß

Head of E-Commerce

Georg Aß has held various positions at Kaspersky since April 2005. In his current role as Head of E-Commerce, he is responsible for the digital partner management in Europe, new customer acquisition and he leads one of the company’s EU teams in digital sales. Georg Aß has fifteen years of experience in e-commerce. Before taking on the position as Head of E-Commerce, he led the Digital Sales Team at Kaspersky from 2011 to 2019 and served as Sales & Marketing Manager E-Commerce of the cybersecurity expert from 2006 to 2011.

Sessions

  • Masterclass:

    How Kaspersky professionalises customer experience management on online platforms with the help of 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.

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Manuel Blum

Senior Account Executive DACH & Benelux

Manuel Blum

Senior Account Executive DACH & Benelux

Sessions

  • Masterclass:

    How Junglück introduces a culture of experimentation and optimises CX with 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.

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Rob Rebholz

Managing Director

Rob Rebholz

Managing Director

Robert Rebholz is Managing Director of optilyz, Europe’s leading direct mail automation and programmatic print software. He works with some of the largest and most successful companies in Europe. Before optilyz, Robert Rebholz led the internationalisation of various internet companies. He started his career as a management consultant at Kearney with a focus on strategy.

Sessions

  • Masterclass:

    Maximising customer centricity – an exchange with HelloFresh
    Customer centricity means reaching customers at the right time with the right message on the right channel. Yet 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.

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Christian Lange

COO

Christian Lange

COO

Christian Lange is COO of The Platform Group. He knows e-commerce like no other and has gained experience in the industries that The Platform Group stands for. Among other things, he was the head of leading e-commerce companies in the bicycle industry (Lucky Bike) and in sports (Hammer Sports). With his expertise, he has supported many other companies on their way into online retail and their growth.

Sessions

  • Masterclass:

    The Platform Group x trbo: With data-based AI personalisation and optimisation for the perfect user experience
    The customer is king and wants special experiences in the online shop. But which measures suit 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 personalisation and optimisation 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.

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Björn Bauer

Senior Manager Solutions Consulting EMEA

Björn Bauer

Senior Manager Solutions Consulting EMEA

Björn Bauer has more than 20 years of experience in customer service and the software industry. As a senior manager, he continues to develop his skills in pre-sales, coaching, communication, customer service and management. Solutions Consulting EMEA for Zendesk, a customer service platform provider.

Sessions

  • Masterclass:

    Crowd Follower or Early Adopter? Here is How to Spot and Adopt CX Trends!
    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.

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Kelly Davey

Senior Account Executive

Kelly Davey

Senior Account Executive

Kelly Davey is a senior account manager at Solvemate. She is passionate about customer service and improving customer experiences. When she’s not helping businesses improve in these areas, she’s exploring wine bars, restaurants or a new city. Originally from North Carolina, she misses the beach here in Berlin, but loves being close to Spain, where you can find her at least twice a year.

Sessions

  • Masterclass:

    We are not your parents’ bank: Embracing new ways of customer experience
    According to a Gartner survey, 81% of companies compete primarily or entirely 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 is taking this to heart by empowering their customer service team to do their best work and create enhanced dialogue experiences with Solvemate. They also share their top tips for scaling customer service through automation.

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Anna-Katharina Knarr

VP Account Management

Anna-Katharina Knarr

VP Account Management

Anna-Katharina Knarr is VP Account Management at trbo GmbH. She has been responsible for customer care at the technology company since 2017. Her passion for creating a good experience drives her every day – in collaboration with customers, but also on the speaker stages of various events. Previously, she was a senior performance manager at Burda subsidiary C3. This position was preceded by almost three years at Quantcast, where Anna looked after the entire client base in Germany. She entered the sales industry with a focus on e-commerce at intelliAd Media GmbH.

Sessions

  • Masterclass:

    The Platform Group x trbo : With data-based AI personalisation and optimisation for the perfect user experience
    The customer is king and wants special experiences in the online shop. But which measures suit 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 personalisation and optimisation 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.

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Martin Radauer

Head of Loyalty

Martin Radauer

Head of Loyalty

As Head of Loyalty, Martin Radauer has been part of the CRM team at Internetstores since August 2018, where he is responsible for customer loyalty and has thus led a variety of measures to optimise customer experiences at the most important touchpoints. Prior to joining Internetstores, he held various marketing positions in the medical technology and sports industries. Born in Austria, he now lives with his family in the Stuttgart area and loves to spend his free time in the mountains playing sports.

Sessions

  • Masterclass:

    How Internetstores was able to increase customer satisfaction with Operations Experience Management
    Martin Radauer, Head of Loyalty at Internetstores, and Caroline Heil, Team Lead Technical Account Management at parcelLab, show how Internetstores succeeded in strengthening its customer focus. By using touchpoints in the customer journey, Internetstores was able to increase customer satisfaction. This was achieved through pro-active communication as well as an improved post-purchase customer experience. They also report which KPIs they measure and what challenges they encountered during implementation.

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Julian Schaps

Head of Customer Service

Julian Schaps

Head of Customer Service

Julian Schaps is Head of Customer Service at Nuri (formerly Bitwala), a German fintech company developing a new reality banking experience based on the blockchain. He leads a team of 23 people and is responsible for creating exceptional digital customer experiences that are at the heart of Nuri. He informs users about blockchain technology and its benefits in everyday life.

Sessions

  • Masterclass:

    We are not your parents’ bank: Embracing new ways of customer experience
    According to a Gartner survey, 81% of companies compete primarily or entirely 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 is taking this to heart by empowering their customer service team to do their best work and create enhanced dialogue experiences with Solvemate. They also share their top tips for scaling customer service through automation.

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Caroline Heil

Team Lead Technical Account Management

Caroline Heil

Team Lead Technical Account Management

Caroline Heil joined parcelLab in February 2020 as Team Lead Technical Account Management. The Technical Account Management team takes care of the implementation and support of the parcelLab product for its customers. “Relentless focus on customer value” is one of parcelLab’s values that Caroline drives with her team and her previous experience on the client and agency side in different industries.

Sessions

  • Masterclass:

    How Internetstores was able to increase customer satisfaction with Operations Experience Management
    Martin Radauer, Head of Loyalty at Internetstores, and Caroline Heil, Team Lead Technical Account Management at parcelLab, show how Internetstores succeeded in strengthening its customer focus. By using touchpoints in the customer journey, Internetstores was able to increase customer satisfaction. This was achieved through pro-active communication as well as an improved post-purchase customer experience. They also report which KPIs they measure and what challenges they encountered during implementation.

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Dina Uthman

Team Lead Sales

Dina Uthman

Team Lead Sales

Dina is Team Lead Sales at zenloop, Germany’s leading integrated experience management platform. Together with her team, she advises companies from different industries on building and expanding their customer experience management. Previously, Dina built sales teams at Meltwater, a Scandinavian data analytics platform, and studied in Augsburg, Bordeaux and Lisbon. With her educational and communication background, her approach is characterised by a strong employee and customer orientation.

Sessions

  • Masterclass:

    Collecting feedback is only half the battle: How to actually put the voice of your customers into action
    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.

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Manuel Tönz

Digital Experience Advisor

Manuel Tönz

Digital Experience Advisor

Manuel is a recognised technology tactician with over 15 years’ experience in developing to customer-centric delivery models across multiple industries, including leadership as a Programme Manager on several large CX software implementations. With a pragmatic approach and entrepreneurial spirit, he has extensive international experience in the US, UK, Europe and the Pacific. Manuel holds a Bachelor’s degree in Economics from the University of Eisenstadt, Austria, and is a federally certified IT specialist in Switzerland. At Bloomreach, Manuel leads the DXP offering and is fully focused on helping our clients optimise their customer experience to drive profits and results.

Sessions

  • Masterclass:

    Breaking the FMCG Cycle: How Krombacher creates sustainable customer relationships with personalised CX
    Because of the supply chain, it is problematic for FMCG companies to build relevant relationships with their end customers. To address this challenge, Krombacher has decided to focus on building direct marketing channels using 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.

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Jörg Nottebohm

Industry Lead Retail & Travel

Jörg Nottebohm

Industry Lead Retail & Travel

Jörg is a professional with more than 10 years of experience in digital marketing and SaaS software companies in various customer-facing positions, from pre-sales to post-sales. He runs his own online retail business, gaining first-hand experience of customer acquisition and retention through optimising online experiences. He helps clients transform their business with technology in retail, travel, telecom or automotive. Key to this role is understanding clients’ business objectives, translating their needs and engaging the relevant teams to find the right solutions and capabilities.

Sessions

  • Masterclass:

    From entry page to purchase: how to implement best practices along the e-commerce funnel of your website
    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.

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Diana Schuler

Senior Product Owner & CRO

Diana Schuler

Senior Product Owner & CRO

Diana has been at home in e-commerce since 1999 and has been leading the digital product team at JUNGLÜCK since February 2021 with a focus on the further development of the online shop, conversion rate optimisation and customer experience. Previously, she was responsible for the online shops at Villeroy & Boch as Team Lead Product Owner and CRO. In 1999, she opened her first Ebay shop at the age of 18, followed by several online shops B2C and B2B, which were sold in 2014. Away from e-commerce, Diana is a snooker player and Director of World Women’s Snooker.

Sessions

  • Masterclass:

    How Junglück introduces a culture of experimentation and optimises CX with 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.

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Marcel Rduch

Director of Customer Success

Marcel Rduch

Director of Customer Success

Marcel is Director of Customer Success for EMEA at Dynamic Yield. Before joining DY, Marcel was a team leader and strategic consultant for A/B and multivariate testing for around 5 years, which paved the way for his current data-driven approach to personalisation.

Sessions

  • Masterclass:

    Exercising Personalization for Real Results with Decathlon
    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.

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Nicolas Buchalik

Marketing Manager

Nicolas Buchalik

Marketing Manager

Sessions

  • Masterclass:

    From entry page to purchase: how to implement best practices along the e-commerce funnel of your website
    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.

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Christian Driehaus

Co- Founder & MD

Christian Driehaus

Co- Founder & MD

Christian Driehaus is co founder and MD of gominga, a Munich- based tech company that helps its clients to engage with customers and improve brand reputation on online platforms. With gominga, you can manage mobile apps, location and product ratings, reviews and Q&A at scale. Christian has held various leadership roles in e-commerce, e.g. at Amazon and Breuninger. He earned a MBA at the University of Oxford.

Sessions

  • Masterclass:

    How Kaspersky professionalises customer experience management on online platforms with the help of 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.

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Nilaxsa Yoganathan

Co-Founder & COO

Nilaxsa Yoganathan

Co-Founder & COO

Nilaxsa is Co-Founder & COO of 8returns, a software that helps online retailers better manage their returns. She has built her expertise in building fast-growing startups over the last 10 years at Raisin/WeltSparen, among others, where she worked closely with the founders as a 4th employee to bring the first product (then still in stealth mode) to market. In particular, she was responsible for the customer journey there. Later, she took Raisin to the EU-wide market and, as Head of Business Clients, made the savings and investment platform accessible to business clients as well. Nilaxsa also joined Trade Republic pre-launch and built internal processes and customer service that ensured a successful launch. Before founding 8returns, she also built up the B2B area at 7Mind.

Sessions

  • Masterclass:

    From customers to loyal fans: using returns to retain customers
    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.

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Juliette Henry

Operations Manager

Juliette Henry

Operations Manager

Juliette Henry is Operations Manager at Maison Baum – known from Die Höhle der Löwen. Maison Baum offers comfortable high-heels that do not compromise between style and comfort. Together with her team, she is responsible, among other things, for offering customers first-class customer service and products. Juliette Henry has gained experience in e-commerce over the last 5 years with her analytical and data-oriented mindset – be it as a buyer, team leader customer support or as an assistant to the management. Besides her daily work, she is committed to spreading coaching for women in France, her home country.

Sessions

  • Masterclass:

    From customers to loyal fans: using returns to retain customers
    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.

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Grace Hemberg

Customer Success Manager

Grace Hemberg

Customer Success Manager

As zenloop Customer Success Manager, Grace Hemberg is responsible for the success of some of the leading digital companies in the DACH region. By advising zenloop customers on CX issues in the customer journey, she helps them create an outstanding customer experience.

Sessions

  • Masterclass:

    Collecting feedback is only half the battle: How to actually put the voice of your customers into action
    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.

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Florian Schwenkert

COO

Florian Schwenkert

COO

Sessions

  • Masterclass:

    Transparency and social commitment – creating trust and binding customers to KoRo
    KoRo’s brand essence revolves around transparency. In this presentation we show how we live transparency and thereby both strengthen trust in the brand & retain customers.

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CALL FOR SPEAKERS

Are you a CX expert or a customer engagement enthusiast? Would you like to contribute to the leading conference in the field of customer experience? Share insights from the field on the big stage in a keynote. Share your knowledge in an interactive masterclass or become a roundtable host and present concrete technical solutions from your everyday life to your colleagues. Enrich the CX1 WORLD CONFERENCE 2021 as a speaker!

The programme and the line-up of the last CX1 can be viewed here.