AGENDA

Various experts from different industries will report on how customer experience plays a decisive role in their business – don’t miss their personal highlights of CX1 and see our supporting programme in advance! The agenda will be continuously expanded and will be available here soon.

The conference language is English.

09:00
09:20
Keynote
Transportation Services
How Will the Last Mile Change the Way We Think About Commercial Vehicles Forever
Holger G. Weiss, German Autolabs
Arrow

While everyone is focussing on flying taxis and autonomous vehicles, the true mobility revolution happens in the commercial vehicles segment. Many of the latest developments will happen here first. The reason is simple – there is business

09:20
09:40
Keynote
Transportation Services
Why We Call It Consumer Journey, and Not Tech Journey
Dirk Moersdorf, Ipsos GmbH
Arrow

Touchpoint optimization along the Consumer Journey has often been a race for the newest technology, and greater efficiencies. In a worldwide survey among CX experts “CX Global Voices 22” Ipsos have observed a shift to a more strategic and consumer-centric thinking. In the session, detailed insights of the study along with interpretations and recommendations will be shared.

09:40
10:00
Keynote
Transportation Services
How to Create Innovation From Customer Feedback?
Valentin Jahn, MOBILITY DATA LAB
Arrow

Let´s discuss some insights from my role as consultant, project manager and entrepreneur in the mobility sector and beyond.

  • the beginning of shared mobility – from bikesharing to carsharing
  • mobility apps as one fits all solution
  • new business modes for mobility providers
10:00
10:20
Keynote
Transportation Services
Why Experience Matters in Mobility Subscription Businesses
Janina Ahmed, FINN
Arrow

Customer consumption patterns are evolving and traditional mobility services don’t meet customer expectations anymore. Customers expect an effortless and sustainable mobility solution that caters to their individual needs. FINN offers an all-inclusive car ownership solution tailored to ever-changing customer expectations. The all-inclusive service enables FINN to own all touch points along the holistic car ownership journey, thereby allowing many opportunities to create value and build a long-lasting customer relationship.

10:20
10:40
Keynote
Transportation Services
From Parking Garage Operator to Mobility Hub Manager
Sebastian Taraz, Park One GmbH
Arrow

As a parking garage operator Park One is the link between the real estate industry and mobility. We want to make parking a pleasant experience for all users. This includes ticketless parking, charging stations for e-vehicles, a service-oriented, 24-hour control center, friendly and professional staff on site, separate parking spaces for classic and sports cars, valet parking, park & ​​ride offers, neighborhood car sharing, e-bike/bicycle rental and much more. By reducing urban traffic and on-street parking we see ourselves as part of the solution for sustainable urban development and livable cities.

10:40
11:00
Keynote
Transportation Services
Driving Customer Expectations in a Radically Changing World
Florian Haus, MILES Mobility & Christopher Harms, Zendesk
Arrow

Individual Transportation is one of the biggest challenges we face as a society. Miles Mobility Co-Founder Florian Haus and Christopher Harms (Business Transformation Strategy EMEA at Zendesk) talks about the importance of great CX and challenges already mastered and ahead.

11:00
11:20
Masterclass
Transportation Services
New Mobility Changes How We Interact
Alan Atzberger, TLLG
Arrow

Showing new ways of interacting with customers in the mobility industry

11:20
11:50
Masterclass
Transportation Services
Going the Extra Mile! How to Introduce a Multi Stakeholder Process Into Zendesk
Florian Haus; Luca Moity, MILES Mobility & Christopher Harms, Zendesk
Arrow

What happens if all goes wrong and our customer has an accident and needs help in an easy way to get back on the road quickly.

In this session we like to share insights how Miles Mobility and Zendesk solved complex customer requests that require the involvement of multiple stakeholders.

  • Make a complex process easy and convenient as possible
  • How did we implemented the process changes
  • What are our learnings and Improvements
11:50
12:00
Closing Words
zenloop