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10TH ANNUAL CUSTOMER EXPERIENCE MANAGEMENT SUMMIT

1 - 3 OCTOBER 2019, VIENNA
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

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

CONFERENCE TOPICS 2019

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Change of consumer insights in new tech era
  • Engaging customers via digital channels
  • The importance of your investment, being innovative and staying ahead of your competitors
  • Setting up the right harmony between digital and human experience
  • How to deliver consistent experience at every touchpoint?
  • Artificial Intelligence as a new way of creating better customer experience
  • How to deal with the changes in customer behaviour?
  • Mapping the customer journey and analysing data
  • How can data potentially change the way companies manage customer relationships?

DESIGNED FOR

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from retail, aviation, hospitality, automotive, banking, insurance, pharmaceutical and telecommunication industries involved in:

  • Customer Experience
  • Customer Insight
  • Multichannel Engagement
  • Customer Interaction
  • Customer Relationship Management
  • Customer Development
  • Customer Value Management
  • Customer Satisfaction
  • Customer Centricity
  • Customer Connectivity
  • Customer Solutions
  • Customer Excellence
  • Business Unit Customer Operations
  • Multichannel Strategy
  • Multichannel Excellence
  • Multichannel Marketing
  • Digital Experience
  • Customer Journey
  • Customer Data & Analytics
  • Sales & Marketing
  • Brand

CASE STUDIES

PAST CASE STUDIES INCLUDE

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 – digitised and human alike. These ambitions have profound implications on products, services, technology and internal setup – find out more in this slot!

Jonathan
VON GUTZEIT

Head of Customer Relations

Ksenia
KHALINA

Head of Global Heineken® Trade & Shopper Marketing

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 should this formula 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

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

Workshop A
1 October 2019 I 15.00 – 16.00

Technology in Customer Experience World

  • Understand the benefits of automated customer care
  • What is the best chat box for customer service?
  • The importance of your investment, being innovative and staying ahead of your competitors
  • How to show that technology investments are functioning for your organization?
  • The machine will not replace the human. How is your business coping with it?

Workshop B
1 October
2019 I 16.00 – 17.00

Data and Data Management

  • How to understand your customers through data?
  • Do data and big data have the potential to change the way companies manage customer relationships?
  • How can team within your company maximize from information gathered through chatbots?
  • What is the best way to collect data from multiple sources in order to gain new insights into your customers´ needs?
  • Online and offline data collection and using the data to its full potential.

SPONSORS 2019

A SPECIAL THANK YOU TO OUR SPONSORS

STAY UPDATED FOR THE 2020 EDITION

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