Name: CX1 WORLD CONFERENCE 2022
Start: 15/09/2022 01:12 PM +00:00
End: 13/10/2022 09:00 PM +00:00

About Zendesk - &nbsp;Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 6,000 people across the world. Learn more at www.zendesk.de
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Mehr Informationen finden Sie unter www.zendesk.de
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Zendesk

Dynamic Yield is the fastest platform to take innovative digital experiences from concept to execution. We help companies quickly build and test personalized, optimized, and synchronized digital customer experiences. Our platform is built on a foundation of powerful data segmentation infrastructure and capabilities. All other features within the platform stem from here. Our key capabilities include audience management, testing &amp; optimization, web &amp; API personalization, email personalisation and triggered messages. We are CMS-agnostic, positioned at the core of the CX ecosystem.&nbsp;

Dynamic Yield

zenloop is a Berlin-based CX Action Management Platform that allows businesses of all shapes and sizes to collect, analyze, and automatically translate customers&rsquo; insights into impactful initiatives. zenloop closes the gap between feedback and action that leads to a perfect customer journey and a delightful customer experience.

zenloop

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software-as-a-service that&rsquo;s affordable, quick to implement, and designed for the end-user. Unlike legacy software, Freshworks builds tech that works for everyone, making it easy for IT, customer service, sales, marketers and HR to do their job and delight their customers.
More than 50,000 companies use Freshworks&rsquo; SaaS to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Freshworks

Zufriedene Kunden mit Salesupply
In Sachen Kundenservice und Logistik Fulfillment ist Salesupply Partner von mehr als 500 E-Commerce Unternehmen. Weltweit.
Salesupply ist Europas f&uuml;hrender Anbieter im Bereich E-Commerce Customer Service und Logistik Fulfillment. Wir betreiben Niederlassungen in Deutschland, den Niederlanden, Frankreich, Italien, Spanien, UK, Schweden, Polen, Kosovo, USA und China.&nbsp;
Durch unser Netwerk, unsere Dienstleistung und unsere Technologie sind H&auml;ndler und Marken in der Lage ihre Kundenzufriedenheit und gleichzeitig die Effizienz zu steigern. Weltweit.
 Auf Salesupply setzen in Deutschland Kunden wie Expert Elektronik, Tamaris, Carhartt, BestSecret, Dress-for-less, 7-for-all-mankind, Lampenwelt, Erwin M&uuml;ller, Breuninger, Momox und viele mehr.&nbsp;
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Salesupply

Contentsquare

FINDOLOGIC has been developing advanced search solutions for online stores since 2008 and is one of the leading providers. Because customers only buy what they can find! That's why we have developed the FINDOLOGIC Platform a unique new approach leading to unprecedented efficiency in online stores. In particular we focus on the behavior of the online store&rsquo;s customers. Therefore Linguistic Shopping-Assistenz Li.S.A. delivers the best, AI-powered results and skills for every situation directly. The intelligent technology thus ensures satisfied customers in your store and optimizes the user experience.

Findologic

Parcel Monitor is an e-commerce logistics community for professionals and consumers. We aim to inspire the e-commerce logistics ecosystem to create a better delivery experience for everyone. 
<a title="Join the community" href="https://bit.ly/cx1-parcelmonitor-booth" target="_blank" rel="noopener">Join the community</a> for the latest news, data-driven insights, and upcoming events for all things e-commerce and logistics!&nbsp;
Follow Parcel Monitor on <a title="LinkedIn" href="https://www.linkedin.com/company/parcel-monitor" target="_blank" rel="noopener">LinkedIn</a>

Parcel Monitor

Dixa is a customer service solution that is leading the change from transactional and impersonal customer interactions, to creating value for brands and great experiences for customers and agents alike.&nbsp;

Dixa

Welcome Words 

Keynote presented by Peter Pirner (CX-Advisor, CX-Coach, Creator &amp; Podcast Host CX-Talks)
Outstanding customer experience requires a deep understanding of customer needs and requirements. These are situational, volatile, and often fuzzy.
Empathy is an important skill for dealing effectively with people.
This keynote is about the ability of companies and organisations to deal empathically with their customers. What starting points do already exist? Where do many organisations find it particularly difficult? What could a best practice look like?
A critical and constructive contribution to the creation of a better customer experience everyday

Peter Pirner

Keynote - Organisational Empathy. A critical pre-requisite for effective Customer Experience Management

Keynote presented by Owen Morley from On Running
The past two years were monumental for On-Running: the brand got listed on NASDAQ, survived supply chain crisis and went through stormy pandemic times - while keeping growing their product catalog and expanding business at fast pace. Join our session with Owen Morley, Global Merchandising and Optimization Lead at On Running to learn how the brand leverages personalization to foster business growth across 50+ locations and rapid catalog expansion, while keeping customer experience the #1 priority.&nbsp;

Nicole Nitsche

Keynote - From 0 to 100 with Personalization: On Running s Hyper Growth Story 

Keynote presented by Bj&ouml;rn Radde from T-Systems
New technologies like voice assistants, connected TV, virtual and augmented reality, NFT communities, and the metaverse will change the digital marketing landscape. CX experts and digital marketing managers need to be prepared for these new digital touchpoints to provide a holistic digital customer experience.

Björn Radde

Keynote - The Future of Digital Customer Experience

Keynote presented by David Hicks from TribeCX
Agenda
- Practical case study 1: The secret sauce: North Star and CX sprints - Practical case study 2: Proof points You&rsquo;re (rightly) dead in the water without hard evidence - Practical case study 3: Making it stick You can outsource shift to action, embedding it - Continuing the discussion

david hicks

Keynote - Building expertise to drive CX action IN your organisation

Keynotes presented by Till Dietrich from Stripe
&euro;3.5 trillion worth of items is projected to be abandoned in digital shopping carts in 2022. Is your checkout ready? At CX1 World, we&rsquo;ll discuss why businesses should focus on customers (not transactions), share results from authorization experiments run across thousands of issuers, and discuss e-commerce best practices that are proven to increase revenue and retain customers.

Till Dietrich

Keynote - Ask the experts: Stripe's checkout best practices - Discover hidden gains in your checkout process

Keynote presented by Rick van Esch from Sinch
In this talk you will learn more about how companies globally are embracing Conversation Design for their customer journeys. We will show success stories in food delivery, retail &amp; financial services and how these companies leverage channels like WhatsApp together with Artificial Intelligence to create better conversations with their customers.

Rick Van Esch

Keynote - The future of UX is conversational. Why your company s next App might be WhatsApp

Keynote presented by Melanie Guese from Deutsche Telekom AG
Our Voice of Our Customer program (VoC) has been launched to support DT Europe&rsquo;s ambitious goal to be the #1 in Customer Experience.
VoC means a radical business transformation by increasing the amount of customer feedback, giving every employee access to this feedback, talking directly to customers via callbacks, and establishing feedback loops to derive CX improvements continuously. Here is how we at Deutsche Telekom Europe set up the program, what were challenges and success factors and what is still ahead of us.

Melanie Guese

Keynote - Deutsche Telekom Europe: Driving CX via a company-wide Voice of the Customer program

Masterclass presented by Annika Bj&ouml;rck from CX Hero
Do you feel you&lsquo;re not having enough impact or visibility for CXM?
On the transformation journey to customer-centricity companies go through 3 stages. Join the Customer Centricity Transformation Masterclass and learn more about these three stages, what CX strategy you need to follow in each stage and the two pitfalls CX-Manager tend to fall into.
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How do you take away as much as possible from a masterclass? With practical knowledge! Annika has agreed to give one participant the chance to get a free live 1:1 coaching during this masterclass. Send us a brief description of your starting position and the challenges you&lsquo;re facing and you might be the one getting practical advice from one of the Top CX-Experts.

Annika Björck

Masterclass - How to lead the transformation to Customer Centricity

Roundtable presented by Kristin Lotz from Nestle&nbsp;
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Kristin Lotz

Roundtable - Buzzword "Ecosystem" -  Why do we need it and what role does the connected consumer journey play?

Masterclass presented by Tue S&oslash;ttrup from Dixa
The old adage, &ldquo;knowledge is power&rdquo; rings especially true now, as companies look for ways to increase customer loyalty and advocacy. Join the masterclass to empower your customer service agents with the knowledge that helps them better serve their customers.

Masterclass - Getting Started with Knowledge-Centered Service

Masterclass presented by J&ouml;rn Dickhaut from the savvy company
In our masterclass, we will discuss how to set up a proper innovation process and its anchoring within an organization. Therefore, we will cover the various roles within the organization, their tasks and duties, and the interplay between different functions and departments. Furthermore, it will outlined what the necessity of c-level buy-in is, why a change in the company mindset is often required and how such a program positively impacts the ROI in the long term.

Jörn Dickhaut

Masterclass - Shift to action: making customer innovation a value(d) driver in your company

Masterclass presented by Carsten Hilbers &amp; Sabine Oberhausen from PΫUR and Tele Columbus AG
The presentation will provide insights from the view of PΫUR, a leading Glas Fibre Operator in Germany, on how &hellip;
- we at PΫUR run our CEX program
- we listen to our customer demands
- we put the client into the middle of our activities
- we transform successfully our organization (to a more customer-oriented one)
- we understand the key success criteria for a successful CEX program
- we see the impact on NPS as well as the impact from NPS on financial KPIs (such as churn, revenues and costs)

Sabine Oberhausen

Carsten Hilbers

Masterclass - NPS as decisive pre-condition for service & product quality enhancements

Hendrik Wonsak - Scholz &amp; Friends BuyQ GmbH
We all have that one emotional tv spot in our head that we loved when we were young. Or that super catchy radio jingle that kept ringing in our heads for ages. Advertising agencies have always been known for creating these kinds of creative assets. But with the growing relevance of customer centricity, the role of advertising agencies and the demands of their clients have changed:
Why do we think on a touchpoint level, if users don&rsquo;t? Agency and client must overthink their relationship and see each other as partners that work together across departments to overcome silos and strive for one orchestrated or aligned experience.
Ad campaigns are dead, long live ad campaigns A customer experience can never be bound to a two-week or three-month campaign slot within the marketing calendar. We need to work together to switch the hierarchy and have campaigns match the overall CX strategy of an organization.
Find joy in data Most creatives don&rsquo;t like data. They can&rsquo;t get their head around it. And that&rsquo;s okay because it&rsquo;s not their job. But strategists need to fall in love with data to write creative briefs that cater to the customer, not their understanding of a potential customer. This is the only way to create communication that is user-centric and solves business problems.

Hendrik Wonsak

Masterclass - HOW THE AGE OF THE CUSTOMER CHANGES THE WAY ADVERTISING AGENCIES WORK

Roundtable presented by Patrick Werdehausen from Freshworks.
Consumers have embraced the convenience, comfort, and familiarity of engaging with brands on messaging apps like Apple Business Chat, WhatsApp, Line Chat, and more. And now there&rsquo;s no going back. Businesses that make customer-service accessible in every user&rsquo;s pocket will win.
Join this roundtable to learn and discuss:
- Which pitfalls to avoid when implementing an omnichannel conversation strategy - How to create an in-store experience online - Leveraging AI to create great CX at scale&nbsp;

Patrick Werdehausen

Roundtable - Redefine customer delight through Messaging and mobile-first conversations

Masterclass presented by Frederik B&uuml;cker &amp; Sandra Stricker from gominga eServices
Learn what online reviews can do to interact with your customers and improve your customer experience.&nbsp;How to influence every touchpoint along the customer journey Big data and AI allow gaining insights about products and services incl competitor analysis Best Practices from different industries - Banking, Retail, Travel, CE, DIY

Sandra Stricker

Frederik Bücker

Masterclass - Meet consumer demands. Surpass their expectations. Engage with your customers and turn review insights into action on platforms like Apple, Google and Trustpilot

Masterclass presented by Henning Heesen from Salessupply.
Customer Service is the only department that is 100% in contact with the customer, all the time. Thousands of contact moments that are often managed in the sense of following procedures and closing tickets, instead of being used to create a perfect experience and winning fans. Salesupply is the leading e-commerce contact center in Europe and supports brands like Tory Burch, Tamaris, 7-for-all-menkind and many more. Find out how to setup your customers service and create fans out of customers.

Henning Heesen

Masterclass - How to create loyal customers through customer service

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Masterclass presented by Carsten Hilbers &amp; Sabine Oberhausen from PΫUR and Tele Columbus AG
The presentation will provide insights from the view of PΫUR, a leading Glas Fibre Operator in Germany, on how &hellip;
- we at PΫUR run our CEX program
- we listen to our customer demands
- we put the client into the middle of our activities
- we transform successfully our organization (to a more customer-oriented one)
- we understand the key success criteria for a successful CEX program
- we see the impact on NPS as well as the impact from NPS on financial KPIs (such as churn, revenues and costs)
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Roundtable presented by Benjamin Auffenberg from Paqato.

Benjamin Auffenberg

Roundtable - Let´s be Marty McFly: Future customer communication for today!

Torben Tietz &amp; Finn Kruse - MSR Consulting&nbsp;
Return-on-CX - Increased impact with limited resources | A workshop for those who want to know the monetary value of their cx program and focus on the most effective customer-centric measures. We will discuss based on clients' cases.

Agenda

Speakers.css-1bj7j2j{margin:0;font-size:1.4rem;font-weight:500;line-height:1.5;color:#cecfd0;font-family:'Poppins',sans-serif;margin-left:0.8rem;}47 Speakers

Emina Biscevic

Patrick Werdehausen

Holger Moewes

Alexandra Barl

Miriam van Straelen

Monika Schulze

Paul Schwarzenholz

Oliver Breitfeld

Simon Reichel

Robert Cwicinski

David Weber

Grace Hemberg

Ilkka Huotelin

Yannick Bouyidou

Sarah Nicolau

Danielle DeLozier

Dina Uthman

Darius Greulich

Anne-Laure de Broissia

CAROLINE EGAL

Steven Ledgerwood

Brian Graydon

Grant McGillivray

Björn Andresen