CX1 CONFERENCE
Making every moment matter

24th October 2019, Spreespeicher Berlin, presented by zenloop
FEATURED SPEAKERS

The CX1 presents customer experience experts with practical keynotes, hands-on tips, as well as deep dives in the master classes. Experience sharing and best practices of the industry's champions are waiting to be discovered and applied.
The conference will be held in german.

Here are the first topics and speakers you can look forward to:

Keynotes
Carlos Yniguez
CDO at mydays
More information
Maria Iankova
Head of CX at Metro AG
More information
Heiner Kroke
CEO at momox
More information
Kaspar Klippgen
DTC Lead | Client Partner eCommerce, facebook
More information
Paul Schwarzenholz
MD at zenloop
More information
Arthur Mai
CMO at idealo
More information
Oliver Merkel
Partner at Bain & Company
More information
Dr. Mirko Caspar
Managing Director at Mister Spex
More information
Masterclasses & Round Tables
Martin Radauer
Sr. CRM Manager at Internetstores
More information
Lynn Hoblitz
Teamlead CRM at Keller Sports
More information
Rafael Strasser
Consultant BD at Aroundhome
More information
Christian Efendic
Head of CRM at Contorion
More information
Björn Kolbmüller
MD at zenloop
More information
Javier Vargas
COO at asgoodasnew
More information
Daniel Möllerhenn
Principal at Bain & Company
More information
ABOUT CX1 CONFERENCE

On October 24 2019, CX1, the leading customer experience conference in the German-speaking world will take place in Berlin, organized by zenloop. More than 500 participants from the digital economy will meet online and at the Spreespeicher in Berlin to discuss the latest trends, best practices and developments in the areas of customer experience and customer retention. In addition to comprehensive specialist knowledge, visitors will also find plenty of opportunities for networking and an after-show party. Especially for CEOs, CMOs, and Heads of CRM in the digital industry of the DACH region, this event is a must on the way to an ideal customer experience. Because every moment matters! #CX1

What to expect
60 minutes | Deep dive
Detailed explanations and practical lessons on specific topics and special fields
Masterclass
25 minutes | Keynotes
Deep insights and best practices using practical examples from the everyday life of the CX experts.
Keynotes
Networken an der Spree
Network directly at the river Spree after the conference, enjoy stimulating conversations, and let the day end with drinks.
Networking
50 minutes | Roundtable sessions
Direct and open exchange as well as learnings in small groups
Roundtables
AGENDA

Stay tuned for updates and additional highlights

One of our suggested topics is in your field of expertise? Be part of the CX1 and share your expert knowledge! Contact us under event@zenloop.com for more information on how you can become a CX1 partner.

9:00 AM
Breakfast and Registration
10:00 AM
Keynote Presentation
10:00 AM
Warum jeder Kundenkontakt zählt und wie das deine Marke stärkt
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Paul Schwarzenholz, zenloop
Where? Grande
10:30 AM
Das Potenzial von Offline Printmailings kombiniert mit Onlinepersonalisierungsfunktionen
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Carlos Yniguez, mydays
Where? Grande
11:00 AM
Die wichtigsten Schritte auf dem Weg zur Next Generation CX bei idealo
|
Arthur Mai, idealo
Customer demands continue to rise. Many customers churn after the first bad experience. And share their displeasure online. In his keynote speech, CMO Arthur Mai explains the opportunities that connectivity, AI and chatbots can present here and the specific steps idealo has taken to be ready for the future of customer experience.
Where? Grande
4:30 PM
Customer Satisfaction² - momox
|
Heiner Kroke, momox
How reCommerce market leader momox retains both sellers and buyers
Where? Grande
12:00 AM
Lunch & Networking
1:00 PM
Breakout Sessions
1:00 PM - 2:00 PM
Roundtables
NPS entlang der Customer Journey bei Multi Brands
|
Martin Radauer, internetstores
Where? Seminar 1
Herausforderungen in der Kundenbindung im Re-Commerce
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Javier Vargas, asgoodasnew
Where? Seminar 2
Mit dem NPS zu einem konsequent Partner-zentrierten Service
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Rafael Strasser, Aroundhome
Where? Seminar 3
Steuerung verschiedener öffentlicher Bewertungsplattformen durch Weiterleitung der Promotoren
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Lynn Hoblitz, Kellersports
In order to control public perception on the various valuation platforms in a targeted manner, we actively encourage our clients to make valuations. And who would be better suited than the promoters who have already confirmed their recommendation in the NPS survey?
Where? Seminar 4
Masterclasses
Best Practice: NPS umgesetzt beim Retail-Marktführer
|
Daniel Möllerhenn, Bain & Company
Where?
NPS Erhebung zur Webseitenoptimierung
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Themenvorschlag
Where?
Negative Bewertungen durch automatisierten Kundendialog verhindern
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Themenvorschlag
Where?
1:00 PM - 2:00 PM
Roundtables
Customer Centricity mittels NPS
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Christian Efendic, Contorion
Real customer centricity requires the involvement of the entire company. Contorion is using NPS to bring the customer even closer to the centre of attention. Feedback is transmitted live to the teams, enabling greater customer proximity and fast, proactive action. Regular reporting to the management team makes NPS measurable and implements it as a management KPI. We share experiences and tips for achieving a customer-centric feedback culture.
Where? Seminar 1
Masterclasses
4:00 PM
Pause & Networking
4:30 PM
Keynotes Presentation
4:30 PM
Kundenbedürfnisse erkennen, Kunden-Experiences definieren, Kundenzufriedenheit managen: Marktforschung hilft!
|
Dr. Mirko Caspar, MD at Mister Spex
Qualitative and quantitative market research approaches are not new. Using them consistently and decision-oriented is a daily task and a challenge. We present our experiences, tips, and tricks using the example of Mister Spex.
Where? Grande
5:00 PM
NPS@METRO
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Maria Iankova, Metro
What is NPS@METRO? It is not just an abbreviation it is a holistic system that is part of our DNA that brings customer-centricity into the heart of everything we do! The Net Promoter System allows us through building relationships with our customers and our employees to improve overall customer experience.
Where? Grande
5:30 PM
Get together
OUR PARTNERS

They support the CX1 team and are present at the conference with practice-oriented content in master classes and keynotes. They also share their expert knowledge at their booths and roundtables. Many thanks to our partners who made the CX1 possible!

Contact us under event@zenloop.com for more information on how you can become a CX1 partner.