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CX1 Conference 2020
Exceeding Customer Expectations
10th September 2020, Online, presented by zenloop
FEATURED SPEAKERS
The CX1 presents customer experience experts with hands-on keynotes and hands-on practical tips as well as deep dives in the master classes. Experiences and best practices from industry champions are waiting to be discovered and applied. This year, the conference will take place online via livestream.
Keynotes
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Kaspar Klippgen
DTC Lead | Client Partner eCommerce, facebook
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Nora Engels
CPO Customer Engagement & Teamleiter Design
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Jens Leucke
Head of Sales DACH
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Carsten Hilbers
Director Customer Experience Management
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Sebastian McClintock
Global Director, Customer Experience
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Steven Mattwig
Head of International E-Commerce & Partner Program
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Daniel Krauss
Founder & Chief Information Officer
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Steve Crolic
International Head of Voice of the Customer
Masterclasses & Round Tables
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Birgit Stephan
Tribe Lead Service
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Catarina Steinert
Head of Customer Service
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Florian Braun
Team Lead E-Commerce bei Vitra
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Fion Ma
Team Lead Business Development Department
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Jona M. Coco
Product Owner Digital Business & Strategy
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Daniel Möllerhenn
Principal
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Grace Hemberg
Customer Success Manager
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Diana Büttner
Head of Customer Service
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Susanne Aleksova
Quality Manager Customer Service
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Robert Rebholz
Managing Director
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Felix Schröder
Founder & CEO
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Alexa von Bismarck
Country Manager
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Sandra Friedrichs
Manager Business Development
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Tobias Buxhoidt
CEO
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Marie-Luise Wendt
Director Customer Service
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Joana Traver
Market Manager
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Adrian van Holt
User Experience Designer & Digital Art Director
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Danielle Echtermeyer
Director Brand Communication & Digital bei Kiehl's Germany bei L'Oréal
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Felix Schlenther
Head of Sales
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Arthur Mai
Chief Marketing Officer (CMO)
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Martin Schwager
Chief Operating Officer
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Andreas Schneider
Business Process Manager
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Marc Bohnes
Product Management Director
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Andreas Mahl
Director Central Marketing
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Dana von der Heide
Founder & CCO
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Josef Kril
Digital Experience Manager
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Thomas Weyand
MD DACH
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Niklas Restle
Regional Product Manager
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Lucille Guder
Head of Customer Success
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Cosima Churchill
Team Lead at foodspring
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Gabor Gyenes
Head of Customer Support
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Vanessa Clasen
Account Director EMEA
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Thomas Kuchinka
E-Mail-Marketing-Manager
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Martin Weis
Fulfillment Specialist eCommerce Europe
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Patrick Werdehausen
Senior Territory Sales Executive
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Anika Braun-Klöpper
Head of Customer Success
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Nico Buchalik
Marketing Manager
ABOUT CX1 CONFERENCE
The leading customer experience conference in the German-speaking world is entering its second round - this year purely online. After a successful conference in October 2019, all CEOs, CMOs and Heads of CRM in the digital industry can look forward to a unique event on September 10, 2020. Organized by zenloop, digital experts and industry insiders will meet to exchange knowledge about customer experience and customer retention. The event is a must-attend event in the digital industry to create a first-class customer experience and to exceed customer expectations in the future. #CX1
What to expect
45 minutes | Deep dive
Detailed explanations and practical lessons on specific topics and special fields.
Masterclass
30 minutes | Keynotes
Deep insights and best practices using practical examples from the everyday life of the CX experts.
Keynotes
Digital Networking
Via 1:1 Matchmaking digital - network via video or chat.
Networking
45 Minuten | Roundtable Sessions
Exchange and learning in small groups via video chat.
Roundtables
AGENDA
The agenda is continuously being expanded. Changes are possible.
Day
Format
Vertical
Day
Format
Vertical
9.15
9.30
KeynoteApparel Retail
Welcome Words CX1 CONFERENCE Digital (GER)
Paul Schwarzenholz, zenloop
9.30
10.00
KeynoteDrug & Beauty Retail
Douglas' Path to a Personalized Beauty Platform (GER)
Steven Mattwig, Head of International E-Commerce & Partner Program, Douglas
10.00
10.30
KeynoteDigital Consumer Services
Connecting through WhatsApp Conversations: Why a Messaging Strategy Matters for Your Business (EN)
Kaspar Klippgen
In a mobile world, customers expect a seamless experience and want to communicate with brands throughout the customer journey. Messaging apps like WhatsApp have quickly become cornerstones of everyday communication, and to take advantage of this opportunity, it's important to prepare your company for the next level of CRM marketing. In this session, you will learn about the three phases of call marketing using a messaging strategy on WhatsApp. You will learn how your company can communicate with customers in a scalable way using the WhatsApp Business API and how to leverage customer service, push messages, and more.
10.30
11.00
KeynoteUtilities
Create WOW Moments for Your Customer Service with Omnichannel (GER)
Jens Leucke, Head of Sales DACH, freshworks
11.00
11.30
KeynoteFood & Beverages
The Essentials of the Voice of Customer Program at HelloFresh (EN)
Steve Crolic, International Head of Voice of the Customer, HelloFresh
HelloFresh's Voice of the Customer Program generates feedback about key components of the customer experience, ranging from impressions on individual recipes to perceptions about the sustainability of our packaging. The VoC team provides local markets with tools to monitor feedback developments and insights on how to improve our product, operational, and digital offering.
11.30
12.00
KeynoteUtilities
Customer Experience in a Telecommunications Group - Inspiring Customers (GER)
Carsten Hilbers, Director Customer Experience Management, PŸUR
The presentation will show how the topic of CEX has been anchored organizationally at Tele Columbus and how it was proceeded to optimize the NPS in the long term. At the same time an outlook on the challenges, success factors and interim results will be given.
12.00
1.00
NetworkingApparel Retail
CX1 Awards
12.30
1.15
MasterclassDirect-to-Consumer
CX Management & Transformations During and After COVID-19 (GER)
Daniel Möllerhenn, Principal, Bain & Company
MasterclassApparel Retail
Top E-Commerce Trends to Watch Out for in 2021 (GER)
Martin Weis, Fulfillment Specialist eCommerce Europe, PUMA Europe & Patrick Werdehausen, Senior Territory Sales Executive, freshworks
RoundtableDirect-to-Consumer
Stakeholder Management for NPS Rollout (EN)
Catarina Steinert, Head of Customer Service,Andreas Schneider, Business Process Manager, BBG
When implementing the NPS within your company, it is essential to know your stakeholders and win their support for the NPS system . I will share the experience we made within BBG - the challenges we were facing and how we suceeded.
MasterclassDrug & Beauty Retail
Guided Selling: How Digital Product Consultants at Kiehl's Increase Sales (GER)
Danielle Echtermeyer, Director Brand Communication & Digital, Kiehl's Germany / L'Oréal & Felix Schröder, CEO, chatchamp
RoundtableBanks
NPS Strategies for End Customers and Retailers: How Can Both Be Combined? (GER)
Susanne Aleksova, Quality Manager Customer Service & Diana Büttner, Head of Customer Service, ratepay
MasterclassFood & Beverages
Centralising CX: Market-centric Equals Customer-centric (EN)
Joana Traver, Market Manager, Foodspring
RoundtableConsumer Electronics
NPS in Branches and Stores – Opportunities and Barriers (GER)
Jona M. Coco, Product Owner Digital Business & Strategy, Calumet Photographic
12.30
1.15
RoundtableDirect-to-Consumer
Stakeholder Management for NPS Rollout (EN)
Catarina Steinert, Head of Customer Service,Andreas Schneider, Business Process Manager, BBG
When implementing the NPS within your company, it is essential to know your stakeholders and win their support for the NPS system . I will share the experience we made within BBG - the challenges we were facing and how we suceeded.
1.15
2.00
MasterclassLeisure Products
Case Study Thalia – Exceeding Customer Expectations at Every Touchpoint (GER)
Sandra Friedrichs, Manager Business Development, Thalia / Felix Schlenther, Head of Sales, zenloop
In this master class, Thalia will present challenges on how to measure customer experience, gain insights and implement measures to exceed customer expectations.
MasterclassApparel Retail
Customer relevance! But how? Personalization in customer communication (GER)
Thomas Kuchinka, E-Mail-Marketing-Manager, HEINE &Marc Bohnes, Product Management Director, episerver
How does the HEINE fashion brand ensure that its customers receive relevant content at the right time? Thomas Kuchinka, E-Mail Marketing Manager at Heine and Marc Bohnes, Product Management Director at Episerver, use simple use cases and interesting practical examples to show what successful customer communication, with a focus on e-mail marketing, looks like - ensuring satisfied customers and marketers alike.
MasterclassLeisure Products
The Practical Way to More Customer Satisfaction – the 6 Step Program from Spreadshirt (GER)
Marie-Luise Wendt Director Customer Service, Spreadshirt / Tobias Buxhoidt, CEO, parcelLab
RoundtableDigital Consumer Services
How Customer Expectations are Changing in the 20’s: An Open Discussion on the State of Messenger Marketing (EN)
Kaspar Klippgen, DTC Lead | Client Partner eCommerce, Facebook
MasterclassApparel Retail
Ensure a Positive Customer Experience with Great Agility and Speed (EN)
Steve Walton, Head of E-Commerce Europe, On-running & Laura Mason, Digital Product Manager, On-running, Vanessa Clasen, Account Director EMEA, Dynamic Yield
RoundtableDrug & Beauty Retail
Corona x Agil: From lockdown to Douglas Live in 48 hours (GER)
Adrian van Holt, User Experience Designer & Digital Art Director, Douglas
As part of the Corona crisis and the sudden lockdown of all stores, a DOUGLAS Live format was put in place within 48 hours. This roundtable will discuss how other companies have reacted to this situation in an agile manner and what experiences have been made.
1.15
2.00
MasterclassLeisure Products
Case Study Thalia – Exceeding Customer Expectations at Every Touchpoint (GER)
Sandra Friedrichs, Manager Business Development, Thalia / Felix Schlenther, Head of Sales, zenloop
In this master class, Thalia will present challenges on how to measure customer experience, gain insights and implement measures to exceed customer expectations.
MasterclassApparel Retail
Customer relevance! But how? Personalization in customer communication (GER)
Thomas Kuchinka, E-Mail-Marketing-Manager, HEINE &Marc Bohnes, Product Management Director, episerver
How does the HEINE fashion brand ensure that its customers receive relevant content at the right time? Thomas Kuchinka, E-Mail Marketing Manager at Heine and Marc Bohnes, Product Management Director at Episerver, use simple use cases and interesting practical examples to show what successful customer communication, with a focus on e-mail marketing, looks like - ensuring satisfied customers and marketers alike.
RoundtableDrug & Beauty Retail
Corona x Agil: From lockdown to Douglas Live in 48 hours (GER)
Adrian van Holt, User Experience Designer & Digital Art Director, Douglas
As part of the Corona crisis and the sudden lockdown of all stores, a DOUGLAS Live format was put in place within 48 hours. This roundtable will discuss how other companies have reacted to this situation in an agile manner and what experiences have been made.
2.00
2.45
MasterclassUtilities
Customer Development Instead of Product Development (GER)
Josef Kril, Digital Experience Manager, yello
MasterclassDigital Consumer Services
The Birth of Parky: Why JustPark customers fell in love with Solvemate’s chatbot (EN)
Lucille Guder, Head of Customer Success, Solvemate & Gabor Gyenes, Head of Customer Support, Just Park
RoundtableApparel Retail
From fax to Tiktok - which channels should be supported? (GER)
Niklas Restle, Regionaler Product Manager, freshworks
MasterclassDigital Consumer Services
Game Changer Digital Experience: Use CX Data to Stay Ahead of the Competition and Google's Latest Updates (GER)
Thomas Weyand, MD Dach, contentsquare
RoundtableDrug & Beauty Retail
"It's Not Just a Score" – How We Live and Breathe Customer Centricity (EN)
Fion Ma, Team Lead Business Development Department, flaconi
MasterclassApparel Retail
Machine Learning: Improve CX & Tell Customers when Their Order Will Arrive (EN)
Dana von der Heide, Founder & CCO, parcel perform
RoundtableHome & Living Retail
Customer Experience After the Purchase – Best Practices (GER)
Florian Braun, Team Lead E-Commerce, Vitra
2.00
2.45
2.45
3.30
MasterclassUtilities
Different Personalities, Different Experiences – Mastering CX at the Customer Journey (EN)
Grace Hemberger, Customer Success Manger, zenloop
MasterclassDigital Consumer Services
Preparation for the Next Chapter in Retail: What Retailers Should Know (GER)
Alexa von Bismarck, Country Managerin, Adyen
RoundtableApparel Retail
Customer Retention of the Future – Turning Customers into Fans (GER)
Tobias Buxhoidt, CEO, parcelLab
MasterclassApparel Retail
COVID-19 CX benchmark - what has really changed and how foodspring increased CSAT (GER)
Anika Braun-Klöpper, Head of Customer Success, foodspring & Andreas Mahl, Director Central Marketing, zendesk
RoundtableLeisure Products
Turning Critical into Happy Customers – Identifying and Solving Critical Customer Situations for Enhanced Customer Loyalty (EN)
Birgit Stephan, Tribe Lead Service, kartenmacherei
MasterclassDirect-to-Consumer
Driving customer experience & loyalty with direct mail (EN)
Robert Rebholz, Managing Direktor, optilyz mit Cosima Churchill,Team Lead at foodspring
RoundtableDigital Consumer Services
Product & Content Recommendations - The Boost for Customer Centricity (GER)
Marc Bohnes, Product Management Director, episerver
2.45
3.30
3.30
4.00
KeynoteTransportation Services
Panel Discussion: Digital Commerce after Corona (GER)
Martin Schwager, notebooksbilliger.de, Arthur Mai, Ionos, Daniel Krauss, Flixbus
4.00
4.30
KeynoteApparel Retail
After the purchase is before the purchase - Creating a turnaround in case of bad customer experience and retaining the customer in the long term (GER)
Miriam van Straelen, Chief Customer Officer, idealo
4.30
5.00
KeynoteLeisure Products
Net Promoter System – Using the NPS as a Tool for Corporate Success (GER)
Nora Engels, CPO Customer Engagement & Leiterin Design, Pixum
The NPS is more than just a value, properly used in a 'Net Promoter System' it can effectively increase customer focus and business success. An overview of the pragmatic implementation, as well as experiences and best practices in setting up a Net Promoter System in companies.
5.00
5.30
KeynoteFood & Beverages
Tapping Into the Value of a System of Action, with Delivery Hero (EN)
Sebastian McClintock, Global Director, Customer Experience, Delivery Hero
Modern CX programs that understand customer needs through integrated insights, systematically respond to needs at scale, and drive meaningful business impact are best positioned to help their organizations thrive. Join this session to hear best practices for developing CX management efforts that are modern systems of action. Delivery Hero - one of the leading global online food ordering and delivery marketplaces, processing millions of orders per day, partnering with over 500,000 restaurants and a fleet of fantastic riders.
5.30
6.00
KeynoteTransportation Services
From liberalisation to market leader in 5 years - Customer First as part of the FlixBus DNA (GER)
Daniel Krauss, Founder & Chief Information Officer, Flixbus
Thanks for this incredible CX1 2019
We would like to thank our partners, the participants and of course all speakers who shared their knowledge at the 2019 conference and made the day unforgettable. For all those who want to review the CX1 again, here are a few impressions:
Diamond Partner
Gold Partner
Silver Partner
Media Partner
SPEAKER APPLICATION
We are pleased that you would like to become part of the CX1. We will get back to you as soon as you have submitted the form.
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