{"id":1504,"date":"2022-03-04T11:18:00","date_gmt":"2022-03-04T11:18:00","guid":{"rendered":"https:\/\/cx1-conference.com\/en\/?page_id=1504"},"modified":"2022-11-04T10:58:34","modified_gmt":"2022-11-04T10:58:34","slug":"agenda","status":"publish","type":"page","link":"https:\/\/cx1-conference.com\/en\/cx1-2021\/agenda\/","title":{"rendered":"Agenda"},"content":{"rendered":"<section         class=\"block-columns  margin-bottom small-padding-top\" style=\"background-image:url('');\" id=\"\"\n>\n\t        <img decoding=\"async\" src=\"\/wp-content\/themes\/toast\/assets\/decorations\/dots-left.svg\" class=\"dots-left-decoration decoration\" style=\"top:px\">\n             <img decoding=\"async\" src=\"\/wp-content\/themes\/toast\/assets\/decorations\/arrow-right.svg\" class=\"arrow-right-decoration decoration\" style=\"top:50px\">\n    \n\t<div class=\"container\">\n\t\t<h2 class=\"section-title\">AGENDA<\/h2>\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"grid\" style=\"grid-template-columns:\trepeat( 1, 1fr)\">\n\t\t\t\t<div class=\"col \">\n\t\t\t\t\t<p style=\"text-align: center\">Various experts from different industries will report on how customer experience plays a decisive role in their business &#8211; don&#8217;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.<\/p>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<\/div>\n\t<\/div>\n<\/section>\n\n<section         class=\"block-agenda  margin-bottom small-padding-top\" style=\"background-color:#efefef;\" id=\"\"\n>\n\n<link rel=\"stylesheet\" type=\"text\/css\" href=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.css\"\/>\n<script type=\"text\/javascript\" src=\"\/\/cdn.jsdelivr.net\/npm\/slick-carousel@1.8.1\/slick\/slick.min.js\"><\/script>\n\n    <div class=\"container\">\n        \t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\n\t\t\t\t\t\t\t\t\n\t\t\t<div class=\"agenda-filters\">\n\t\t\t\t<div class=\"four columns\">\n\t\t\t\t\t<label>Day<\/label>\n\t\t\t\t\t<select name=\"day\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Day 1\">Day 1<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Day 2\">Day 2<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Day 3\">Day 3<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Day 4\">Day 4<\/option>\n\t\t\t\t\t\t\t\t\t\t\t<\/select>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"four columns\">\n\t\t\t\t\t<label>Format<\/label>\n\t\t\t\t\t<select name=\"format\">\n\t\t\t\t\t\t<option value=\"0\">All formats<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Award\">Award<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Keynote\">Keynote<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Masterclass\">Masterclass<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Networking\">Networking<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Panel Discussion\">Panel Discussion<\/option>\n\t\t\t\t\t\t\t\t\t\t\t<\/select>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"four columns\">\n\t\t\t\t\t<label>Vertical<\/label>\n\t\t\t\t\t<select name=\"vertical\">\n\t\t\t\t\t\t<option value=\"0\">All Verticals<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Apparel Retail\">Apparel Retail<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Banks\">Banks<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Consumer Electronics\">Consumer Electronics<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Digital Consumer Services\">Digital Consumer Services<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Direct-to-Consumer\">Direct-to-Consumer<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Drug &#038; Beauty Retail\">Drug &#038; Beauty Retail<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Food &#038; Beverages\">Food &#038; Beverages<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Home &#038; Living Retail\">Home &#038; Living Retail<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Transportation Services\">Transportation Services<\/option>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<option value=\"Utilities\">Utilities<\/option>\n\t\t\t\t\t\t\t\t\t\t\t<\/select>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\n\t\t\n\t\t\t\t\n        <div class=\"agenda grid filtered\" data-block=\"block_fd8ce68808c937f8701c1aed95252d01\" data-post=\"1504\">\n        \t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>09:00<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>09:30<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Keynote<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Digital Consumer Services<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">More than just the best price: from customer insights to valuable product adjustments at idealo (GER)<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Miriam van Straelen, Chief Customer Officer, idealo<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"Arrow\" class=\"description-toggle\" src=\"\/wp-content\/themes\/toast\/assets\/images\/expand-icon.svg\">\n\t\t\t\t\t\t\t\t<div class=\"description\">\n\t\t\t\t\t\t\t\t\t<p>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&#8217;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.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>09:30<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>10:00<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Keynote<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Apparel Retail<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">Branding rethought: What has changed at SNOCKS with the introduction of zenloop (GER)<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Johannes Kliesch, Founder, SNOCKS<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"Arrow\" class=\"description-toggle\" src=\"\/wp-content\/themes\/toast\/assets\/images\/expand-icon.svg\">\n\t\t\t\t\t\t\t\t<div class=\"description\">\n\t\t\t\t\t\t\t\t\t<p>When it comes to branding, many people think of social media and PR. Johannes Kliesch, founder and CEO of SNOCKS, says: Isn\u2019t listening to what customers want and optimizing their purchasing experience the best branding? In his session, Johannes talks about the experiences that the SNOCKS team has made in terms of CX since using the experience management platform zenloop.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>10:00<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>10:30<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Keynote<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Utilities<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">#EarnCustomerLoyalty \u2013 Create customer centricity (GER)<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Muhdi Moussa, Head of Sales &amp; Marketing, Stadtenergie<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"Arrow\" class=\"description-toggle\" src=\"\/wp-content\/themes\/toast\/assets\/images\/expand-icon.svg\">\n\t\t\t\t\t\t\t\t<div class=\"description\">\n\t\t\t\t\t\t\t\t\t<p>The energy industry is undergoing a digital transformation. Some companies have realised that their customers are &#8220;more than just a counter number&#8221;. Digitalisation trends include cloud and platform solutions that 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 &amp; 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 &#8220;Customer Journey Map&#8221;, 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.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>10:30<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>11:00<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Keynote<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Direct-to-Consumer<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">The Top Three Reasons Why Customer Experience Initiatives Fail and How to Work Around It (ENG)<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Matthias B\u00fchler, MD, METRO Markets<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"Arrow\" class=\"description-toggle\" src=\"\/wp-content\/themes\/toast\/assets\/images\/expand-icon.svg\">\n\t\t\t\t\t\t\t\t<div class=\"description\">\n\t\t\t\t\t\t\t\t\t<p>Putting a strong emphasis on customer experience is not a new trend for Matthias B\u00fchler, 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 &amp; 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 \u2013 and how to work around them. In his session, he is going to address the &#8216;know it all&#8217; syndrome, how to deal with the methodology armageddon and why you shouldn&#8217;t stop your CX endeavours \u2013 even if you don&#8217;t see financial results.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>11:00<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>11:30<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Keynote<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Home &amp; Living Retail<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">Employee Insights, instead of Customer Insights &#8211; Measuring Customer Orientation in the Company (GER)<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Hartmuth Gieldanowski, Innovation &amp; Agile Coach, Die Schweizerische Post AG &amp; Stephan Engl, Managing Partner, Creaholic<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"Arrow\" class=\"description-toggle\" src=\"\/wp-content\/themes\/toast\/assets\/images\/expand-icon.svg\">\n\t\t\t\t\t\t\t\t<div class=\"description\">\n\t\t\t\t\t\t\t\t\t<p>We&#8217;re collecting data about our customers and finding new ways to measure the customer experience. But what about our own organizations? 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 Die Schweizerische Post AG &amp; Stephan Engl, Managing Partner at Creaholic SA present how the Customer Centricity Score can be used to measure the degree of customer centricity in a company, how measures can be derived from this and what it takes to set the framework conditions to become more customer centric as a company.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>11:30<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>12:00<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Keynote<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Home &amp; Living Retail<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">Get out of passivity! &#8211; The four basic principles to inspire customers (GER)<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Dr. Lasse Mei\u00dfner, Managing Director, BUTLERS Digital<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"Arrow\" class=\"description-toggle\" src=\"\/wp-content\/themes\/toast\/assets\/images\/expand-icon.svg\">\n\t\t\t\t\t\t\t\t<div class=\"description\">\n\t\t\t\t\t\t\t\t\t<p>Turn IT blockers back into IT enablers for the perfect customer experience in record time. Dr. Lasse Mei\u00dfner, 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 &amp; Promote agility to satisfy customer needs.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>12:00<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>12:30<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Award<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\"><\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Awarded by Christiane Manow-Le Ruyet, Editor-in-Chief, e-commerce magazine<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>12:30<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>13:15<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Masterclass<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Food &amp; Beverages<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">Breaking the FMCG Cycle &#8211; How Krombacher creates sustainable customer relationships with personalized CX (GER)<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Manuel Toenz, Digital Experience Advisor, Bloomreach &amp; Sven Markschl\u00e4ger, CDO, Krombacher Gruppe<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"Arrow\" class=\"description-toggle\" src=\"\/wp-content\/themes\/toast\/assets\/images\/expand-icon.svg\">\n\t\t\t\t\t\t\t\t<div class=\"description\">\n\t\t\t\t\t\t\t\t\t<p>Due to the supply chain, it is problematic for FMCG companies to build relevant relationships with their end customers. To meet this challenge, Krombacher has decided to focus on building direct marketing channels with the help of a customer data platform. In their session, Sven Markschl\u00e4ger, CDO of the Krombacher Group, and Manuel T\u00f6nz, Digital Experience Advisor at Bloomreach, will present various cases and learnings that demonstrate how Krombacher&#8217;s marketing approach has changed compared to &#8220;classic&#8221; FMCG marketing. For example, they report on how interest-based targeting of communication or agile planning and control of campaigns can succeed.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>13:15<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>14:30<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Masterclass<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Banks<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">We\u2019re Not Your Parents\u2019 Bank: Paving New Ways of Customer Experience (ENG)<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Kelly Davey, Senior Account Executive, Solvemate &amp; Julian Schaps, Head of Customer Service, Nuri<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"Arrow\" class=\"description-toggle\" src=\"\/wp-content\/themes\/toast\/assets\/images\/expand-icon.svg\">\n\t\t\t\t\t\t\t\t<div class=\"description\">\n\t\t\t\t\t\t\t\t\t<p>According to a Gartner survey, 81% of companies compete mostly or completely 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 takes this to heart by empowering their customer service team to do their best work and creating improved conversational experiences with Solvemate. They will furthermore touch on their top tips for scaling your customer service via automation.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>14:00<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>14:30<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Panel Discussion<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">Employee Experience in the Future of Work: How the Shift to a Remote-First Culture Will Impact Customer Experience<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Felix Kugelmann, Principal Advisor Insurance Innovation, SAS &amp; Lukas Jungmann, Head of UX\/UI, toom Baumarkt<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>14:30<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>15:00<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Keynote<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Direct-to-Consumer<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">The customer is king &#8211; How companies succeed in acting in a truly customer-centric way (GER)<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Paul Schwarzenholz, Founder, zenloop<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"Arrow\" class=\"description-toggle\" src=\"\/wp-content\/themes\/toast\/assets\/images\/expand-icon.svg\">\n\t\t\t\t\t\t\t\t<div class=\"description\">\n\t\t\t\t\t\t\t\t\t<p>Since the unprecedented success of the e-commerce industry leader Amazon, which has set itself the mission statement of being &#8220;the most customer-centric company in the world&#8221;, 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.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"time\" style=\"grid-row:span 1\">\n\t\t\t\t\t\t<div class=\"time-area\">\n\t\t\t\t\t\t<div>15:00<\/div>\n\t\t\t\t\t\t<div class=\"seperator\">&#8211;<\/div>\n\t\t\t\t\t\t<div>15:30<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t                \t\t\t\t\t\n\t\t\t\t\t<div class=\"agenda-slot \">\n\t\t\t\t\t\t<div class=\"agenda-slot-area\">\n\t\t\t\t\t\t\t<div class=\"tags\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Keynote<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"tag\">Digital Consumer Services<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"title\">WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers (ENG)<\/div>\n\t\t\t\t\t\t\t<div class=\"speaker\">Fred Reichheld, Founder Loyalty Practice, Bain &amp; Company &amp; Daniel M\u00f6llerhenn, Associate Partner, Bain &amp; Company<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" alt=\"Arrow\" class=\"description-toggle\" src=\"\/wp-content\/themes\/toast\/assets\/images\/expand-icon.svg\">\n\t\t\t\t\t\t\t\t<div class=\"description\">\n\t\t\t\t\t\t\t\t\t<p>The companies with the highest Net Promoter Score\u2120 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 \u2013 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.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\n\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t        \t\t\t\n\t\t\t                <\/div>\n    <\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":16,"featured_media":0,"parent":816,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-1504","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - 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