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!

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

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

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