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SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Jonathan
VON GUTZEIT

Head of Customer Relations

CASE STUDY / DAY 1

Say Yes to the World

The digital revolution has made us more connected and social than ever before, yet more divided and lonesome than ever before – all at the same time.

Through „Say yes to the world“, Lufthansa proposes an alternative embracing radical openness, empathy, humanism and real connections – digitized and human alike. These ambitions have profound implications on products, services, technology and internal setup – find out more in this slot!

CASE STUDY / DAY 1

Winning in All Touchpoints of Omnichannel Consumer Journey

Disruptive consumer experience can be developed only if we truly understand consumer needs in all touchpoints of consumer journey and are able to come up with relevant & innovative (incl. new digital/tech) solutions and tools. How does the formula of success look like? The formula of Brand Aspirational content can be described as Creativity (inspiring, emotionally engaging, disruptive, using all creative means incl. new tech solutions) multiplied by Relevance (understanding consumer needs and expectations, moments/occasions, ensuring relevant product features & fair price); by Convenience (possibility to try; easy, quick, round-the-clock access; experiential, fun; shareable, community) & Transparency (info, ratings, reviews, honesty). How this formula should be applied? Are there any great examples of such application? Yes! I will be happy to share them with you during my speech at the Customer Experience Management Summit in Vienna.

  • Change of consumer insights in new tech era
  • Convergence of the funnel & change of the journey
  • New content mandate for the integrated campaign eco-system
  • Disruptive omnichannel solution examples for key touchpoints

Ksenia
KHALINA

Head of Global Heineken® Trade & Shopper Marketing

This year Summit will host speakers from the world’s leading companies.
See sample of key note speakers.

Andrea
VELTRI

Chief Marketing Officer and Strategy

Ksenia
KHALINA

Global Heineken® Trade & Shopper Marketing

Michal
SZANIECKI

Managing Director

Garesh
HOPKINS

Client Service Director

Marcus
NESSLER

Head of Customer Experience

Jonathan
VON GUTZEIT

Head of Customer Relations

CASE STUDY / DAY 2

How Voice Interaction Drives Modern Customer Experience

The most natural way in communicating is voice. Digital technologies meanwhile offer powerful AI supported voice interaction tools and many further services around the interaction. Resulting in strong advantages for both, customer and enterprise. The presentation shows Samsung’s experience since launch of voice interaction.

  • Experience with voice interaction in daily operation
  • Benefits of voice interaction
  • How it changes the customer experience
  • Finding the proper balance between AI and human

Marcus
NESSLER

Head of Customer Experience

Michal
SZANIECKI

Managing Director

CASE STUDY / DAY 2

CX Successful Story of Volkswagen

In order to buy a car, a customer experiences 900 interactions with a brand on average. It comes with a lot of stress, effort and uncertainties which make the CJ a bumpy road. We at VW introduce an innovative way of looking at CJ and equipped it with set of CXs which simplified the life of a customer. We made buying a car as natural, easy and pleasurable as morning coffee.

  • CJ revolution at VW on a global scale
  • CX superiority by owning 100% of brand CXs
  • 3 magical questions as a shortcut to successful transaction
FOR MORE INFORMATION REQUEST FULL PROGRAMME

See what keynote speakers will be taking part in the exclusive speaking panel.
Explore what Case Studies will be discussed by our senior corporate speakers

10th Annual Customer Experience Management Summit
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