13th Annual Strategic
Customer Excellence

Summit

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Past Speakers

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

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Anna Theresa Sturm

Head of Customer Experience & Digital

CASE STUDY

Communication Consistency: Designing the Omnichannel Experience

In the age of digital transformation, consumers expect a consistent and personalised experience, whether they are interacting with a company through their website, mobile app, social media, or even in person. The concept of omnichannel experience revolves around the idea of providing a unified and holistic approach to customer engagement across all these channels.

Severin Mayer-Heinisch

Head of Corporate Strategy & Customer Experience

CASE STUDY

Customer Experience in B2B Environment — How did we do it?

A look into the kitchen of CX team active in B2B

Martin Kochman

VP, Head of Customers and Industries

CASE STUDY

Driving Next Generation CX

Al and other data-driven approaches are enabling new ways to deliver better, more efficient and deeper customer experience.

Georg Zedlacher

Director Global Inbound Customer Targeting

CASE STUDY

The Future of Customer Engagement: Real-World Lessons with AI (and Humans)

In the ever-advancing world of customer engagement, we’re on the brink of a new era. B2B customers, faced with increasingly strategic purchase decisions, require relevant information and personalised experiences. However, this journey isn’t just about technology; it’s about the collaboration of humans with technology. We will delve into real-world insights at the intersection of AI and human expertise, exploring how this partnership is transforming customer interactions for the benefit of businesses and their customers alike.

Mathias Oppelt

Vice President of Customer Driven Innovation and Development

CASE STUDY

Driving culture transformation and customer-centric innovation

Driving a customer-centric culture, starting with building a nucleus of people who are explorers and have a high capacity for dealing with uncertainty — and taking a structured and data-driven approach. Setting up the team from scratch — creating new processes, a new portfolio, and developing the playbook with a methodology of co-visioning to co-innovation with customers. Working backwards from customer vision to reality — and in close proximity to the customer. Starting with four initiatives and with ambitious timelines — and managing the interaction with the rest of the organisation to take the projects to scale. Learnings and challenges in driving transformational processes in a corporate environment, including the importance of people, culture and mindset.

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Anna Theresa Sturm

Head of Customer Experience & Digital

CASE STUDY

Communication Consistency: Designing the Omnichannel Experience

In the age of digital transformation, consumers expect a consistent and personalised experience, whether they are interacting with a company through their website, mobile app, social media, or even in person. The concept of omnichannel experience revolves around the idea of providing a unified and holistic approach to customer engagement across all these channels.

44

Severin Mayer-Heinisch

Head of Corporate Strategy & Customer Experience

CASE STUDY

Customer Experience in B2B Environment — How did we do it?

A look into the kitchen of CX team active in B2B

77

Martin Kochman

VP, Head of Customers and Industries

CASE STUDY

Driving Next Generation CX

Al and other data-driven approaches are enabling new ways to deliver better, more efficient and deeper customer experience.

22

Georg Zedlacher

Director Global Inbound Customer Targeting

CASE STUDY

The Future of Customer Engagement: Real-World Lessons with AI (and Humans)

In the ever-advancing world of customer engagement, we’re on the brink of a new era. B2B customers, faced with increasingly strategic purchase decisions, require relevant information and personalised experiences. However, this journey isn’t just about technology; it’s about the collaboration of humans with technology. We will delve into real-world insights at the intersection of AI and human expertise, exploring how this partnership is transforming customer interactions for the benefit of businesses and their customers alike.

55

Mathias Oppelt

Vice President of Customer Driven Innovation and Development

CASE STUDY

Driving culture transformation and customer-centric innovation

Driving a customer-centric culture, starting with building a nucleus of people who are explorers and have a high capacity for dealing with uncertainty — and taking a structured and data-driven approach. Setting up the team from scratch — creating new processes, a new portfolio, and developing the playbook with a methodology of co-visioning to co-innovation with customers. Working backwards from customer vision to reality — and in close proximity to the customer. Starting with four initiatives and with ambitious timelines — and managing the interaction with the rest of the organisation to take the projects to scale. Learnings and challenges in driving transformational processes in a corporate environment, including the importance of people, culture and mindset.

Ahmed Nasr

Operations Director Egypt and Director Milk Africa & Turkey

Khaled Elsharkawy

Integrated Supply Chain Senior Director

Mueen Uddin Siddique

Senior Director – Access Network Procurement

Shannon Hore

Senior Vice President Procurement and Logistics

Sandeep Sharma

Director Group Procurement & International Markets Supply Chain

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Testimonials

What our users say about our conferences

Among quite a number of conferences I have attended, this was absolutely my favourite one. I really enjoyed it and learned many valuable insights and ideas that I will take home with me.
Turkcell
Director Customer Experience Management
Very relevant topics for my workplace, challenges shared very recognisable.
ABN AMRO Bank
Head of Customer Insight
Very useful to interact with other companies and industries around omnichannel.
Merck
Director, Head of Channel Evolution and Operations
Good selection of speakers, very international and great diversity.
Telefonica Germany
Head of Customer Experience

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