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.
Update 10/11/2022: Due to unforeseeable circumstances, Nicole Nitsche will sadly not be able to hold her Keynote session on Thursday, 13th of October 2022. We wish her a speedy recovery!
How MediaMarktSaturn uses the Service Design method to implement customer experience improvement projects that overcome silos, using the example of the process behind the “30 minutes ready to pick up” promise for Click & Collect orders.
Customers today have radical expectations which redefine the entire customer service experience. But: What exactly do these expectations actually look like and what major challenges are companies and customers currently facing?
Ultimate experience and demand for immediate response is the new consumer mantra. AI plays an important role in that, as it can help significantly to optimize the customer experience and cater for customers’ ever growing demands. But where are the limitations of AI and how can companies get the best out of it? And what role does the metaverse play in all of that? Matthias Göhler, EMEA CTO at Zendesk believes that companies do need to start developing a metaverse CX strategy now! The metaverse is evolving and is offering potential for how it can impact customer engagement.
Customer centricity, as a concept, has been and continues to be at the core of many companies for years. But turning that idea into tangible business impact within marketing is a journey. This journey must be made by everyone in the company, from business development units to the marketing communication to sales departments. That way, companies can focus on the rich and varied landscape that is our customer and deliver impactful, valuable marketing content to them. Here is how we at Hilti started that journey, how we keep going with customer centric marketing activities and how we will continue to navigate that ever-changing road.
Although technology-enabled customer centricity has been around for decades, achieving true customer loyalty is becoming increasingly difficult. How can companies turn customers into loyal customers in a highly competitive market where customers do not tolerate compromise?
The keynote will give an insight into the topic of customer experience. Business insights into reality will be provided. In addition, examples from the current market will be provided in order to develop a personal reference. In addition, the importance of the topic in the actions of every company will be clarified and proven.
Companies are relatively good at identifying issues that impact their CX, but fail when it comes to translating such insights into actual projects and workflows. This problem is now commonly known as the ‘Action Gap.’
For the first time ever, Paul Schwarzenholz -CEO and Co-Founder of zenloop- will publicly present a specific framework designed to bridge this gap while announcing a brand new product category: ‘Action Management.’
Why buzzwords do not matter for you as a retailer. Composable, headless, monolitic, whatsoever – choose wisely what suits you and your business best. Focus on what really matters now and dont have too many projects on your agenda – next months will be challenging enough, so you need to stay agile and need to be able to manage your daily business properly. In this session, Oliver Breitfeld, Chief Customer Officer will join Simon Reichel from Findologic, to discuss their journey from testing concepts to scaling globally, supporting revenue growth and sustainability. They will share insights and practical tips to help you streamline and scale e-commerce operations, optimize your online shop and connect with more customers across every stage of the buying journey.
Do you have enough resources? Money, time, colleagues? If you answered these questions with YES you should be the one hosting this Masterclass and talking about how you did it. If you cried a bit because the struggle is real: don’t worry. We have some tips for you on how to optimize your website fast and efficient. This becomes more and more important. Specially in times like these. We will cover the following topics for you:
- From Feedback to Action. Make the most of your customer’s feedback.
- When Speed Matters: How to manage content for fast loading pages.
- The efficient digital Team: hot to prioritize optimizations when low on resources
Today’s consumers demand fast, frictionless, and self-serve support, when they need it and on the channel they prefer. In this new world, customers must be at the center of your entire business. This means moving from reactionary problem solving, and long resolution cycles based on each channel to a more customer-centric approach. Get the Retailer’s Guide to Digital-First Maturity and learn more about today’s Customer Support Imperatives, e.g. about how you have more predictive intelligence about your customers so that you can personalize every conversation and adapt to their needs immediately.
Customer service leaders are being tasked with increasing their efficiency and contribution to bottom & top-line growth to respond to market conditions. How do you adapt, empower your team and show the business improved CS efficiency? With rising inflation and reduced consumer spending, in this roundtable, we’d like to share the our tips from CX leaders, and invite you to share your experiences and use it as a session to find inspiration and solutions!
Next to excellent products, excellent customer service is a strong revenue lever that is often neglected. Proactively shaping the customer management process through automations, integrations, chatbots and custom apps gives your business a decisive advantage. A negative customer experience is detected early and effectively, turning it into a positive experience.
Mainly relying on survey data to take an action-based approach to CX doesn’t allow companies to fully understand the relationship between the service levels offered and the impact on customer satisfaction and the company’s financial performance. This masterclass aims to discuss how today’s technological capabilities create an innovative and improved way of managing customer success strategies. When combining VoC data with operational data, companies can understand on an individual customer level what service interaction has the most significant weight on their satisfaction and predict the financial gain or loss linked to that service interaction. Once companies understand the economics of their customer experience, they can calculate the ROI of their service improvements, prioritize where to invest resources, and maximize their returns.
Following the trend of hyper-personalization and anticipation of customer needs, our masterclass will focus on using operational and transactional data to understand the experience that matters the most to customers. This approach allows companies to create a more tailored and personalized experience, constantly exceeding customer expectations and improving their retention scores.
With an insecure macro economic situation, nearly every company is finding its way to the right balance between stable growth and cost efficiency. With reduced customer spend, one can expect a lower rate of incoming new customers. To still secure stable growth, businesses must focus on minimizing churn and increasing their retention. The key to building a strong, loyal customer base is care.
“We know our customers” – this is probably the opinion of most medium-sized companies. With this wealth of knowledge, it’s strange that many digital products and services suffer from poor usability and fail to meet the expectations of the customers at the center of it all. Why does information gained from expensive analysis tools or persona workshops not reach the user? In this round table, we discuss how to leverage the user as part of a user-centered product development and how to avoid some common pitfalls while getting there.
In this session, zenloop’s Product Marketing Manager Grace will show you how to get your CX Action Management System started.
Have you ever wished you could have more feedback from your customers? Do you find yourself on a constant search to better understand what your customers are thinking or feeling? When you are looking for these insights, where do you go? If you’re only looking outside of your organization, you may be missing out. Join Sarah & Danielle as they share how HomeToGo is leveraging customer expertise from their customer service team to continuously fuel product innovations.
Client experience used to be just a transaction, but today’s world demands an evolution of this mindset, moving from simple transactions to emotion, and from mere satisfaction to happiness. In this masterclass, you will discover CX solutions that bring emotion back into the picture by leveraging customer emotion and the science behind experience. Maia-BE’s proprietary PEAK framework will empower you to transform your CX Management and leave with concrete ideas to put into action today.
How Employee Experience Directly Impacts Your Customer’s Experience