Sessions
Masterclass: Roundtable:
CX1 CONFERENCE
Making every moment matter
24th October 2019, Spreespeicher Berlin, presented by zenloop
Thanks for this incredible CX1 2019
The CX1 is over, and we're still overwhelmed. Many thanks to our partners, participants and of course to all the speakers who shared their knowledge at the conference and made this day unforgettable. You would like to revisit the day? Get some impressions in our CX1 aftermovie:
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.
These were the topics and speakers of the CX1 2019:
Keynotes
Carlos Yniguez
CDO at Jochen Schweizer mydays group
More information
Maria Iankova
Head of CX at Metro AG
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Heiner Kroke
CEO at momox
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Kaspar Klippgen
DTC Lead | Client Partner eCommerce, facebook
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Oliver Merkel
Partner at Bain & Company
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Paul Schwarzenholz
MD at zenloop
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Dr. Mirko Caspar
Managing Director at Mister Spex
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Svetoslava Babacheva
Lead Product & Business Development
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Masterclasses & Round Tables
Martin Radauer
Sr. CRM Manager at Internetstores
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Lynn Hoblitz
Teamlead CRM at Keller Sports
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Stefan Luther
Managing Director
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Christian Efendic
Head of CRM at Contorion
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Vanessa Clasen
Account Director
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Benjamin Ludigs
Geschäftsführer - CRO
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Stefan Tobel
Head of Digital Product Dev.
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Miriam van Straelen
Chief Customer Officer
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Thomas Weyand
Managing Director DACH
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Marc Pohl
Co-Founder & Managing Director
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Javier Vargas
COO at asgoodasnew
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Dietmar Giese
Regional Manager DACH
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Ingeborg Wagner
Head of CRM
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Birgit Stephan
Tribe Lead Customer Service
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Rafael Strasser
Consultant BD at Aroundhome
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Daniel Möllerhenn
Principal at Bain & Company
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Pascal Rutschke
Account Executive
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ABOUT CX1 CONFERENCE
On October 24 2019, CX1, the leading customer experience conference in the German-speaking world took place in Berlin, organized by zenloop. The participants from the digital economy met 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 also found plenty of opportunities for networking and an a get-together to finish the day. Especially for CEOs, CMOs, and Heads of CRM in the digital industry of the DACH region, this event was 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
You want to be part of the CX1 2020 and share your expert knowledge? Contact us under event@zenloop.com for more information on how you can become a CX1 partner.
These were the topics in 2019:
08:45 AMBreakfast and Registration
09:30 AMKeynote Presentation
09:30 AM
Why every moment matters to your customer (de)
|
Paul Schwarzenholz, zenloop
Where?
10:00 AM
NPS@METRO (en)
|
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?
10:30 AM
Market Research: Identify Customer Needs, Define Customer Experiences & Manage Customer Satisfaction (de)
|
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?
11:00 AM
Customer Satisfaction² - momox (de)
|
Heiner Kroke, momox
How reCommerce market leader momox retains both sellers and buyers
Where?
11:30 AM
Connecting through WhatsApp Conversations: Why a Messaging Strategy matters for your Business
|
Kaspar Klippgen, Facebook
n a mobile-first world customers expect a frictionless experience and want to communicate with brands across the customer journey. Messaging apps like WhatsApp have quickly become cornerstones of everyday communication and to tap into this opportunity, it‘s key to get your business ready for the next stage of CRM-Marketing. In this session you will learn about the three phases of Conversational Marketing using a Messaging Strategy on WhatsApp. You will learn how your business can communicate with customers at scale with the WhatsApp Business API and how to leverage Customer Service, Push Messaging and more.
Where?
12:00 AMLunch & Networking
1:00 PMBreakout Sessions
1:00 PM - 2:00 PM
Roundtables
Customer Expectations are changing in the 20’s: An open discussion on the state of Messenger Marketing
|
Kaspar Klippgen, Facebook
Where?
Challenges in customer retention in Re-Commerce (de)
|
Javier Vargas, asgoodasnew
Where?
NPS along the Customer Journey with Multi Brands (de)
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Martin Radauer, internetstores
Where?
Masterclasses
Higher customer lifetime value through a clean personalization strategy (de)
|
Stefan Tobel, Etribes
Many talk about it, but few do it really well: personalization. The digital world offers the possibility to tailor the customer experience optimally to each customer in order to quickly achieve a higher customer lifetime value. But since this discipline is still in its infancy, many companies find it difficult to achieve good results. The "Personalization Framework" was developed on the basis of many years of experience at About You and a number of projects at other companies: A structured approach to get up to speed quickly and in a targeted manner on the topic of personalization. In the Masterclass, the framework is presented and the practical relevance is established through various company examples.
Where?
Case Study: Retention through CX Insights (de)
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Paul, zenloop & Birgit, Kartenmacherei
Where?
2:00 PM - 3:00 PM
Roundtables
Tool set optimization and customer segmentation with NPS (de)
|
Ingeborg Wagner, gourmondo
How do I use NPS for customer segmentation and campaign control? How does zenloop help me to use data in the Customer Journey to respond to NPS feedback in a more targeted and personalized way? Ingeborg Wagner, Head of CRM at Gourmondo, shares 1.5 years of experience with zenloop and invites you to discuss customer retention measures.
Where?
Reaching a consistently partner-centered service through NPS (de)
|
Rafael Strasser, Aroundhome
Where?
Aufsetzen der Customer Journey vom POS bis zu Online Reviews
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Pascal Rutschke, zenloop
What does the perfect rollout of the NPS across the entire customer journey look like, from POS to online shop to online reviews? We cover the most important touchpoints and look at the best practices in each industry. Afterwards, we will discuss together how we can use the findings to initiate direct actions for long-lasting customer loyalty.
Where?
Masterclasses
Best Practice: How Retail Market Leaders Are Using NPS (de)
|
Daniel Möllerhenn, Bain & Company
Where?
Case Study JUNIQE: Using CX data to empower digital teams to inspire customers (de)
|
Thomas, Contentsquare
Marc, JUNIQUE
Marc, JUNIQUE
Where?
3:00 PM - 4:00 PM
Roundtables
Managing public evaluation platforms by forwarding the promoters (de)
|
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?
Customer Centricity with NPS (de)
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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?
The Most Important Steps to the Next Level of CX at idealo (de)
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Miriam van Straelen, idealo
Customer demands continue to rise. Many customers churn after the first bad experience. And share their displeasure online. In her roundtable, CCO Miriam van Straelen explains the specific steps idealo has taken to be ready for the future of customer experience.
Where?
Masterclasses
Case Study: Personalization along the Customer Journey at Flaconi (de)
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Vanessa Clasen, Dynamic Yield
Benjamin Ludigs, Flaconi
Benjamin Ludigs, Flaconi
Where?
The Conversation Cyborg (de)
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Dietmar Giese, iAdvize
Online customers expect a smooth customer experience - but often don't get it. Companies want to improve the customer experience, but are not sure about the right approach and have some catching up to do. The use of conversations makes it possible: through the strategic use and coordinated interaction of people and bots. What do you have to consider if you want to use this dream team? Which approaches have established themselves in the long run? We show successful practical examples of companies that improved their customer experience with a Conversational Strategy and generated more sales and customers.
Where?
4:00 PMPause & Networking
4:30 PMKeynotes Presentation
4:30 PM
How to Win in Customer Experience (de)
|
Oliver Merkel
Where?
5:00 PM
The Potential of Offline Print Mailings in Combination with Online Personalization (de)
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Carlos Yniguez, Jochen Schweizer - mydays
Where?
5:30 PM
How do we use data-based insights and tools to promote customer focus at Zalando? (en)
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Svetoslava Babacheva, Zalando
How do we live customer centricity at Zalando? How do we build up a shared understanding of our customers across the company? What are our successes and challenges in the context of improving the customer experience?
Where?
6:00 PMGet 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.
