Experience 2018 Communications & Customer World Class Digital … · Karin Van Hoecke General...
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#wcdgt www.manetch.com/events/wcdgtc-2018 November 20th and 21st Frankfurt, Germany World Class Digital Communications & Customer Experience 2018 The Digital Transformation Event Focused on Customer Journeys and the Human Factor What attendees say about previous conferences: The event was a big success and I really liked the spirit and the attendees. The mix of speakers and attendees was just perfect. Daniel Delank, VP Global Director for ITD-4Growth, Deutsche Telekom Thanks for putting on a great conference. The program was great and the crowd was excellent. I learned a lot and hopefully, others could learn from my experience as well. Peter Ferm, IT Business Analyst, Electrolux IT
Transcript of Experience 2018 Communications & Customer World Class Digital … · Karin Van Hoecke General...
#wcdgtwww.manetch.com/events/wcdgtc-2018
November 20th and 21st Frankfurt, Germany
World Class DigitalCommunications & CustomerExperience 2018
The Digital Transformation Event Focused on Customer Journeys and the HumanFactor
What attendees say about previous conferences:
The event was a big success and I really liked the spirit and the attendees. The mix of speakers and attendees was just perfect.Daniel Delank, VP Global Director for ITD-4Growth, Deutsche Telekom
Thanks for putting on a great conference. The program was great and the crowd was excellent. I learned a lot and hopefully,others could learn from my experience as well.Peter Ferm, IT Business Analyst, Electrolux IT
The event brings together experts in digital communications andcustomer experience. The conference will include discussionsand case studies on digital strategies within social media,customer-oriented product development, the potential ofcrowdsourcing, as well as artificial intelligence, chatbots, avatarsand more.
Target GroupDecision Makers and Leaders for CustomerExperience, Customer Relations, DigitalContent, CRM, Marketing & Digital Strategy,Customer Loyalty and Business Intelligence
Key Topics
Digital Customer Journey
Digital Design Thinking
Chatbots and Artificial Intelligence
Target GroupDecision Makers and Leaders for ChangeManagement, Digital Communications,Customer Engagement, CustomerManagement and Corporate Culture
Key Topics
Managing Cultural Change
Internal Communications
Monitoring
Target GroupDecision Makers and Leaders in IT, DigitalTransformation, Digital Strategy, Engineering,Business Transformation, ProcessManagement and Organizational Development
Key Topics
Customer-Focused Digital Transformation
Digital Collaboration Experience
Organizational and Process Change
Contributors
Thomas GruhleFounder & CEO
LEAP Digital MarketingGmbH
Introduction of the Chairmen bymanetch
Berk MumyakmazLeader
Digital/Blockchain -Senior Manager in IT
FrieslandCampina
Introduction of the Chairmen bymanetch
Dr. Valentin LangenVice PresidentPersonal Care,
Founder & HeadWagner Freiraum
Wagner Group
Introduction of the Chairmen bymanetch
TUESDAY, NOVEMBER 20TH
9:00
Global Implementation of App Services for a Better CustomerNetwork
The change in the food industry and itsinfluences on various international marketsThe cultural adaptation of a new self-orderingsystemHow to improve the distribution managementsystem in different countries
Berk Mumyakmaz
Leader Digital/Blockchain - SeniorManager in IT
FrieslandCampina Netherlands
TUESDAY, NOVEMBER 20TH
9:15
Conversational User Interfaces are Coming: Digital or HumanCustomer Interaction?
The foundation of digital interactionsTechnology trends: new customer expectationsCustomer expectations involve an increasingnumber of digital sub-channels
Teodora Vasileva
International Business DevelopmentManager Dimelo France
TUESDAY, NOVEMBER 20TH
9:45
Improve your Customer Experience with Electronic Signature
Increased Contract SpeedBetter Customer EngagementEnhanced Security for your customers and yourbusiness
Michael Psomas
Enterprise Account Executive EMEADocuSign Germany
TUESDAY, NOVEMBER 20TH
10:15
Jens ThuesenBusiness
DelevopmentManager
BSI Business SystemsIntegration
From Touchpoints to Journeys:Skills, Tools and the RightMindset for a Distinctive
Customer ExperienceGeneration Y and Z no longer accept weakcustomer journeysThey expect “now” service, simplicity and atailored, personalized dialogue withcompaniesThe need for companies to understandcustomer journeys through the customer’seyesHow to use data and automation intelligentlyto overcome silos between marketing, salesand servicesHow customer loyalty can be gained thanksto real-time interaction, relevance,convenience and personalization
Hans DiegruberCEO
B2B Insider
Progressive Revenue Stream forPublishers: Monetization through
Whitepaper and RetargetingNetworks
Benefits for existing and new customers ofpublishersAdvantages of a cross-media networkSolution for quick and easy implementation
Mirko HolzerCEO
BrandMaker
Scale Marketing – Master Contentand Budget
Gartner states that “In 2020, content willbecome marketing’s biggest bottleneck”.Don't get stuck. In this session threequestions will be answered:How to continuously create relevant contentto build strong relationships?How to build a scalable and agileorganization to navigate a volatile market?How to show where marketing drives valueto justify investments?
TUESDAY, NOVEMBER 20TH
10:45 Coffee Break with Networking11:15
Customer Experience
"How to handle best on conversational userinterfaces?", led by Teodora Vasileva,Dimelo---------"How to improve customer experience withan electronic signature?", led by MichaelPsomas, DocuSign---------"How customer loyalty can be gained thanksto real-time interaction, relevance,convenience & personalization!", led by JensThuesen, BSI
Change & Engage
"How do you globally implement ablockchain app?", led by Berk Mumyakmaz,FrieslandCampina---------"How to create a progressive revenue forpublishers?", led by Hans Diegruber, B2BInsider
Digital Transformation
"How to show where marketing drives valueto justify investments?", led by Mirko Holzer,BrandMaker
TUESDAY, NOVEMBER 20TH
12:00
Engage with speakers in extended Q&A sessions to dive deeper into the topics
Dr. David VossManager Product
Experience Opel Automobile
Onboarding Customers to theConnected Car
The connected car is a realityCustomers need to be guided and onboardwith this new technologyHow video tutorials have proven to be asuccessful tool
Michal SzanieckiDirector Marketing
Volkswagen
With the Magic of MicroConversion from 900 CXs to 1
Product
Designing and activating a CX in theautomotive industryHow to materialize a systemic mindsetchangeA barrier to overcome: A three-dimensionalproblem
Pascal DammCOO Digital
Sport1
The Transition to a Data-DrivenEnterprise and User-Centered
Design
Convert a linear organization into agileimplementation solutionsWhich KPIs are common in mediacompaniesThe switch to a KPI-driven control andperformance evaluationKey learnings from the disruption in order tobalance the working model
TUESDAY, NOVEMBER 20TH
12:45 Lunch with Networking14:15
Sebastian HoffHead of Customer
Experience Heraeus
It all Starts With the CustomerNeeds – Digital Transformation in
B2B
Implementing a digital mindset in a classicalB2B company with more than 40 productareas, 100 locations and 14.000 employeesDigital marketing success storiesA roadmap to customer centric growth &product and service innovation
Matthias LippertVP Customer Services
/ Head of Support Basware
Boosting Customer Experience –A Real World Example
Employees First - Customers Second!It’s not about SLAs - it is about meetingcustomer expectationsHow do make Support personal?How do you move from 4 ticket solutions, aseparate Knowledge Base, a Chat Solution toa single Customer Service Platform?
Markus CzantaDirector Digital
Transformation &Digitalization
Merck
Big Data Analytics for MarketResearch and Product
Development – Insights from aleading Chemical Company
New Competencies for the InternalOrganization, Clients and the IndustryIn-depth market analysis to improvecustomer satisfactionHolistic insights enable new forms ofproduct developmentActively creating a new mindset
TUESDAY, NOVEMBER 20TH
15:00
Patrizia BraunHead of Leadership
Dialogues Zurich Group
From "Grey Suits" to "Sneakers"– How Customers Change
Incumbent Insurance Companies
For decades, insurance companies rarelyasked customers what their needs weresince the numbers were goodNew customer expectations, Insurtechs, andpressure to reduce costs forced insurancecompanies to question and adapt theirbusiness modelKey insights into the "dos and don'ts" of thepath to creating a customer-centricorganization and culture
Christian FilipcicDirector of Global
Equipment CustomerService Center &
eCommerce Dentsply Sirona
Building a Best-in-Class B2BPlatform for More Than Just
Doing Business
Vendor efficiencies, customer benefits: Howto move the customer from ‘must-use’ to‘want-to-use’One central platform for all business typesby digitizing and incorporating key customerservice functions that reinforce each otherBeyond revenues: Using automated, online,real-time RMA, repair and warrantyprocessesBe smart like Amazon… only smaller
Dr. Valentin LangenVice PresidentPersonal Care,
Founder & HeadWagner Freiraum
Wagner Group
Transforming a World LeadingIndustrial Equipment Company
Into a Digital CosmeticsCompany
Who are we: From emulsion paints toFormula 1, and then to cosmeticsWhy we failed between 2013 and 2017, whatwe have learned, and what we havechanged since thenRecipe for success: Vision, commitment,alignment, and storytelling
TUESDAY, NOVEMBER 20TH
15:45 Coffee Break with Networking16:15
Customer Experience
“How do you guide and onboardcustomers?”, led by David Voss, Opel---------"How do you create a roadmap to customer-centric growth & product and serviceinnovation?", led by Sebastian Hoff, Heraeus---------"How does the customer create the need tochange the insurance industry?", led PatriziaBraun, Zurich
Change & Engage
"How do you materialize a systemic mindsetchange?”, led by Michal Szaniecki,Volkswagen---------"How to boost your customer experience?",led by Matthias Lippert, Basware---------"How can you build a central platform toimprove customer service?", led ChristianFilipcic, Dentsply Sirona
Digital Transformation
“How do you become agile?”, led by PascalDamm, Sport1---------"How do you implement big data analytics?",led by Dr. Markus Czanta, Merck---------"How do you achieve success with vision,commitment, alignment, and storytelling?",led by Dr. Valentin Langen, Wagner Group
TUESDAY, NOVEMBER 20TH
17:00
Engage with speakers in extended Q&A sessions to dive deeper into the topics
Content Creates Trust – How to Increase Customer Engagement
A change of perception with the right contentstrategyThe power of measuring - The ability to have aholistic overviewHow to achieve a mindset change and createinternal value
Sade Laja
Content Strategist Booking.com Netherlands
TUESDAY, NOVEMBER 20TH
17:45
Evening Reception with Sparkling Wine, Snacks and Networking
Engage in Exciting Conversations. Strengthen your network after a day fullEngage in Exciting Conversations. Strengthen your network after a day fullof knowledge sharing, groundbreaking presentations, and interestingof knowledge sharing, groundbreaking presentations, and interesting
conversations. Join delegates and speakers in the relaxed atmosphere ofconversations. Join delegates and speakers in the relaxed atmosphere ofthe event venue.the event venue.
TUESDAY, NOVEMBER 20TH
18:30 Summary of the First Day by the Chairmen of all Streams18:45
How to Manage an International Business from Anywhere in the Worldand Increase Customer Engagement (one-hour workshop bookable as
an optional add-on)
How to set an international business up from thescratchUse of resources - service companiesHow to create virtual teams and manageprojects with the use of the internet
Dr. Georg Bouché
International Sales Director Proline Systems
Germany
TUESDAY, NOVEMBER 20TH
19:15
20:15 End of the Workshop & End of the First Day
Karin Van Hoecke
General Manager Transformation KBC BANK
Belgium
How Digital Transformation and Customer Experiencehave to go Hand in Hand
Customer experience strategies basedon digital transformationWhy digital transformation needsneeds customer experienceBest practices
Youri Segers
Head of Strategy Mass Retail KBC BANK
Belgium
WEDNESDAY, NOVEMBER 21ST
9:00 Introduction by manetch9:15
Markus AlmerFormer Head of DigitalMarketing & Customer
Experience AEVIS Victoria
How to Transform a ConservativeCompany into a Digital
Powerhouse
Strategies to overcome obstacles of digitaltransformationPrioritize key customer journeys and digitizeend to endTools and processes that help teams tooperate more effective and efficient
Joachim SeeDirector Marketing -
CorporateCommunication
MENNEKES
Digital Infrastructure Change andNew Market Positioning
How to radically transform traditional valueswithout cutting the industry rootsThe impact of a new merchandisemanagement system (PIM)Emobility - digital sales support is the newfuture
Monika Maria MöhringExpert Business
Strategy & InnovationManagement -
Professor TechnischeHochschuleMittelhessen
Traveling the Value Journey:Agile Development for High-Tech
B2B Co-Innovation
Customer-oriented application of newtechnologies through joint episodes ofguided interactionBest practices from long-standingmultinational innovation consortiumsRisk mitigation and win-win-optimization byan industry-proven “value co-creationscorecard”
WEDNESDAY, NOVEMBER 21ST
10:00
Please Visit one of the ParallelSessions
Nigel WilliamsHead of Customer
Insight Interact
How to win at EmployeeEngagement: Inside Stories From
Industry Leaders
Selfies unearthed £1m savings by engagingfront-line employeesVideo communication sparked a +25employee NPS increaseExecs performing lip-sync battles lead to50% reduction in HR calls
Arti BuxiGlobal Commercial
ImplementationLeader - Connected
Solutions Nestlé
How Connectivity isRevolutionizing Business
The internet of things: Developing a systemwith extensive connectivityFacing the real issues and challengesHaving a storyThe challenge of diversity
WEDNESDAY, NOVEMBER 21ST
10:45 Coffee Break with Networking11:15
Customer Experience
"How do you organize agile change with theentire workforce?", led by Markus Almer,former AEVIS Victoria
Change & Engage
"How do you radically transform withoutcutting the industry roots?", Joachim See,MENNEKES---------"How to increase employee engagement?",led by Nigel Williams, Interact
Digital Transformation
"How do you manage the digital customertransformation in the financial sector?", ledby Karin Van Hoecke and Youri Segers, KBCBank---------"How do you co-innovate with agiledevelopment?", led by Monika MariaMöhring, THM---------"How do you revolutionize business?", led byArti Buxi, Nestlé
WEDNESDAY, NOVEMBER 21ST
12:00
Engage with speakers in extended Q&A sessions to dive deeper into the topics
How Innovation at Amazon Works
Innovation driven by Culture & MechanismsCustomer centricity through the WorkingBackward processThe role of the organizational setup and theAWS platform
Rolf Kersten
Head of EMEA Platform BusinessDevelopment
Amazon Web Services Germany
WEDNESDAY, NOVEMBER 21ST
12:45 Lunch with Networking14:15
The New Digital Age – A Shift in Communication
Becoming a culture of content: Generating anew work culture by creating a social newsroomChanging the creative work processes toincrease the organizational futureKey outcomes and effects of the change processin a non-profit Think Tank
Peter Diekmann
Manager Digital Communications Bertelsmann Foundation
Germany
WEDNESDAY, NOVEMBER 21ST
15:00
Summary of the Conference by the Chairmen of all Streams
WEDNESDAY, NOVEMBER 21ST
15:45
Please Visit the ParallelDiscussion Rounds or Give us
Your Feedback in the TestimonialPavilion
Change & Engage
"How do you manage cultural innovationchange?", led by Rolf Kersten, Amazon---------“How do you implement a neworganizational structure and creative workprocesses?”, led by Peter Diekmann,Bertelsmann Stiftung
Please Visit the ParallelDiscussion Rounds or Give us
Your Feedback in the TestimonialPavilion
WEDNESDAY, NOVEMBER 21ST
16:00
Engage with speakers in extended Q&A sessions to dive deeper into the topics
16:45 End of the Conference with Coffee and Networking
