The Customer Experience Conference is a global series where 100+ high-profile CX professionals and decision-makers from the DACH region and Europe come to share their expertise and meet their peers. The participants include CCXOs, VPs of CX, Heads of CX, and Directors from top global companies.
The Customer Experience Conference is an unparalleled opportunity for CX professionals passionate about delivering exceptional customer experiences. By attending, you will gain invaluable insights from industry leaders, learn about the latest trends and innovations in customer experience, and discover practical strategies to enhance your organization’s CX. The conference features engaging discussions, and ample networking opportunities, allowing you to connect with your peers and expand your professional network.
Find out how top companies are using real-time feedback tools and techniques to quickly respond to customer needs and expectations, and to identify and resolve issues before they escalate.
Construct a seamless and integrated experience across multiple touchpoints and digital channels and explore the benefits of an omnichannel approach, including increased customer engagement and loyalty. Master the delivery of an outstanding digital customer experience, including strategies for omnichannel engagement, personalization, and the use of data and analytics
Examine the impact of AI on enhancing customer experiences. Learn effective techniques for using AI to analyze customer data and feedback, and how to integrate these insights into service improvement and decision-making processes.
Build a consistent and seamless customer experience from the moment a customer learns about your brand to after the sale. Our speakers also cover best practices for resolving customer issues effectively and efficiently, and for continuously gathering and acting on customer feedback to drive improvement.
Leverage AI and chatbots to improve customer engagement and satisfaction and learn best practices for designing conversational interfaces that are intuitive, effective, and efficient. Discover how to use natural language processing and machine learning to create conversational experiences that provide customers with personalized and relevant information, support, and recommendations
Explore the importance of placing the customer at the center of all business decisions and strategies and learn practical methods for gathering customer feedback, conducting customer research, and integrating customer insights into decision-making.
Construct a seamless and integrated experience across multiple touchpoints and digital channels and explore the benefits of an omnichannel approach, including increased customer engagement and loyalty. Master the delivery of an outstanding digital customer experience, including strategies for omnichannel engagement, personalization, and the use of data and analytics
Learn how to move beyond reactive customer service to a proactive approach that anticipates customer needs and resolves issues before they arise. Explore techniques for implementing predictive analytics, customer journey mapping, and proactive communication strategies that not only improve customer satisfaction but also reduce service costs.
Create a seamless and enjoyable customer experience from pre-purchase to post-purchase and examine the different touchpoints in the customer journey and the impact they have on customer satisfaction. Uncover strategies for creating a consistent brand experience, ensuring a smooth handoff between channels, and resolving customer issues effectively.
Head of Customer Experience at GetYourGuide (1K+ employees)
As the Head of Customer Experience at GetYourGuide, Oltjona leads a team of experts who are passionately committed to delivering exceptional customer experience and commercial performance. She has over 15 years of international experience in multicultural, fast-paced companies, where she has established a culture of customer centricity and delivered best-in-class NPS results and experience differentiators. Her core competencies include customer experience management, strategy development, efficiency improvement, program management, product management, and performance monitoring. She uses customer insights and data to drive decision-making and engage cross-functional teams to deliver innovative solutions that meet customer needs and business goals. Oltjona has a diverse professional and cultural background gained in Canada, Albania, Ireland, Malta, and Germany. She is motivated by creating value for customers and stakeholders, and by constantly learning and growing in her field.
Head of Customer Care - Technical Services and Support at Doctolib (3K+ employees)
Passionated customer oriented leader with experience in customer facing responsibilities in various countries and industries.
With over 15 years of experience in the software industry, Oliver has developed deep expertise in Customer Care, Customer Success, and Key Account Management. His career spans a variety of sectors, including Automotive, Aerospace & Defense, Chemistry, Materials & Process Industry, and Healthcare Technology.
Oliver excels in leading large intercultural teams, fostering collaboration, and driving impactful results. His passion lies in delivering customer-centric solutions and achieving business success. His leadership skills and ability to navigate complex software landscapes enable me to effectively support clients and exceed their expectations.
Customer Success Operations Manager: Digital Customer Success & Community at SAP LeanIX (0-1K employees)
Director, Consulting at InMoment (500-1K employees)
Oliver Skeide is XI Advisor at InMoment. A graduate in business administration, he has been working in research and consulting for more than 20 years. In his current role, he primarily advises large enterprises on the development and expansion of CX programmes. His responsibilities include developing sustainable CX strategies, advising on the successful implementation of cultural change and proving the return on CX investments.
Global Head of Marketing at Valtech (5.5K+ employees)
Head of Customer Experience & Insights at Qlik (3K+ employees)
UX Lead, Vice President at Deutsche Bank (71K+ employees)
Over 17 years of experience in Customer Experience, User Experience, UI & Graphic design. Focus on CX & Product design.
Specialties: CX, UX, UI design, art direction, management.
Head of Customer & Operational Excellence at Straumann Group (10K+ employees)
Ich glaube daran, dass wahre Exzellenz nur durch kontinuierliche Weiterentwicklung und gemeinsame Visionen erreicht werden kann. Mein Antrieb ist es, Menschen und Organisationen zu inspirieren, ihre Ziele zu übertreffen und durch innovative Lösungen nachhaltige Erfolge zu erzielen. Für mich bedeutet Erfolg, positive Veränderungen herbeizuführen und das volle Potenzial sowohl von Individuen als auch von Teams zu entfalten.
Durch eine einzigartige Kombination aus strategischem Denken, Kommunikations- und Coachingfähigkeiten sowie fundierter IT-Expertise setze ich mich für die Optimierung von Prozessen und die Förderung agiler Transformationen ein. Meine Führungsrollen bei der Straumann Group und Wawibox haben mir gezeigt, wie entscheidend es ist, eine Vision zu entwickeln und diese durch gezielte Planung und exzellente Kundenbetreuung umzusetzen. Ich arbeite eng mit Teams zusammen, um innovative Lösungen zu erarbeiten, die sowohl operative Exzellenz als auch eine herausragende Customer Experience gewährleisten.
Aktuell arbeite ich als Head of Customer & Operational Excellence bei der Straumann Group, wo ich gemeinsam mit meinem Team die agile Transformation rund um OKR leite, Prozessoptimierungen vorantreibe und das Customer Experience weiterentwickle. Zuvor habe ich als Head of Customer Happiness bei Wawibox strategisch den Bereich entwickelt und Teams erfolgreich aufgebaut. Meiner beruflichen Station als Tanzlehrer verschaffte mir den Fokus auf Kundenbedürfnisse und das Verständnis von Gruppendynamiken und Kommunikation.
Ich strebe danach, durch innovative Ansätze und eine zielgerichtete Weiterentwicklung sowohl mich selbst als auch die Organisationen, mit denen ich arbeite, stetig voranzubringen. Ich bin immer auf der Suche nach neuen Herausforderungen und Möglichkeiten, um transformative Erfolge zu erzielen und die Zusammenarbeit innerhalb von Teams zu stärken
Enterprise Account Executive at Optimizely (1K+ employees)
Head of Section - Customer Journey & Experience Management (CX Innovation) at Hyundai Motor Europe (12K+ employees)
Vice President of Customer Success at SoSafe (500-1K+ employees)
Customer Solutions Manager at Vonage (2.5K+ employees)
Our event is an outstanding gathering of CX professionals from Europe, reputable solution providers, and world-class experts. It’s an exceptional opportunity to expand your network in the DACH region and Europe and discuss the best practices in the CX domain.
Interact with our panelists, ask questions, discuss your challenges, and learn how the largest companies around the world have solved problems similar to yours and how they optimize their CX strategies. Our panelists are customer experience experts from diverse industries.
Our speakers discuss the latest trends in the CX field. The attendees can always engage in the discussion with questions and comments in the Q&A sessions. Most importantly, you learn how top companies are dealing with those challenges and you get inspiration on how you can improve the results of your team’s work.
Enjoy a spontaneous and engaging discussion around one of the CX hot topics. It’s a remarkable opportunity to address new challenges in a more practical way.
Access an international community of 100+ high-profile CX experts and decision-makers from top companies in the DACH region and have an insight into the new cutting-edge CX strategies and grab the chance to evaluate your accomplishments compared to your peers.
Enhance your conference experience by signing up for exclusive pre/post-event activities brought to you by our partners. Indulge in delectable dinner, raise a glass at a cocktail party, engage in thought-provoking roundtables, or sharpen your skills at a workshop.
Registration
Although customer journey maps can indicate processes of improvement to eliminate customer pain points (we need to go from not meeting expectations to meeting expectations), a journey map also needs to be used to initiate CX initiatives that are “differentiated” – that set us apart from our competitors. These initiatives are what drive Brand Loyalty and, in turn, build and sustain long-term relationships with customers, retaining them.
Tammy Benevento
For years, CX professionals have relied on surveys and satisfaction metrics to assess customer experiences. While these methods provide valuable insights, they fail to capture the full complexity of today’s dynamic customer journeys. Enter Integrated Customer Experience (CX)—a transformative AI-powered approach that leverages Natural Language Processing (NLP) and machine learning to decode customer interactions at scale. Join Oliver Skeide as he shares best practices and real-world examples of how AI can unlock a deeper, more predictive understanding of the entire customer journey. By integrating data from diverse sources and formats, Integrated CX moves beyond isolated touchpoints, offering a holistic, actionable view of customer behavior. Discover how generative AI and advanced analytics transform unstructured feedback into vivid visualisations and strategic insights, enabling businesses to go beyond traditional surveys and take proactive, scalable actions that enhance customer experiences. Gain a comprehensive, real-time perspective on every interaction—empowering your organization to drive meaningful impact.
Oliver Skeide
Innovation management in customer care plays a key role in driving both operational excellence and client satisfaction. This presentation explores how support, tech support, and tech onboarding teams contribute to company success by innovating processes, structures, and workflows. Through real-world examples, we will demonstrate how fostering a culture of continuous improvement empowers employees to develop their skills and shape their careers while simultaneously enhancing efficiency and customer experience. By embracing innovation, organizations can create a win-win-win scenario—delivering better services to clients, optimizing costs, and boosting employee engagement.
Oliver Zühlke
What is RCS messaging? Learn how bringing images interactivity and more straight to your customers will revolutionise B2C customer engagement for German brands in 2025. > Discover why AI-powered personalised secure conversations via RCS business messaging will be big in 2025 — and how to take advantage of these trends before your competition does. >Learn how to quickly launch a conversational marketing strategy - with secure AI-powered e-commerce experiences through the latest messaging channels.
Simon Schlephorst
Coffee break/Networking session
Where many other company’s stop – we are just getting started!Collecting Customer feedback and insights is just the starting point of a successful customer strategy. At Qlik we understand that the actual benefit relies in converting complex data landscapes into actionable insights to drive strategic business outcomes. Reviewing our user feedback, bringing it into context, matching it with their usage/telemetry data to then build a roadmap to improve the overall customer experience is the actual core of our work. So, for us at Qlik, the best use of customer feedback is to basically transform it into actionable Business Insights. This presentation should bring a better understanding of the importance to foster a customer-centric culture and a close cross-functional alignment to meet user’s expectations at the right time in their journey to create a seamless experience.
Pamela Gähr
Marketing should be about big ideas, not endless email chains, chaotic approvals, or lost files. A Customer Marketing Platform (CMP) brings order to the madness, helping teams manage content, campaigns, and collaboration in one seamless workflow. This session will showcase how a CMP removes friction, boosts efficiency, and gives marketers more time to focus on what really matters – creating great experiences. You’ll see firsthand how structured workflows and frictionless collaboration drive better results, followed by an inside look at how AI is set to make marketing coordination even more intelligent and automated, through AI agents.
Mattias Malmer
Lunch break
Interactive Session
At Deutsche Bank's Autobahn Technology Platform, we use a data-driven approach to improve the customer experience (CX). Our advanced analytics tool helps us track how customers interact with our services, measure performance, and understand which features are most used. By employing real-time data analytics in addition to user research and other qualitative techniques, we can make smarter decisions that save time and reduce costs. This presentation will showcase how our analytics solution is seamlessly integrated into our CX strategy and development process, helping us deliver better experiences for our customers.
Olga Volkova
This talk highlights how generative AI can reshape customer experience by going beyond simple automation to create genuine value. We’ll discuss key elements—from setting a clear strategy and fostering a supportive culture to using customer service as a smart launching point. You’ll walk away with practical steps on starting small, scaling quickly, and keeping humans in the loop—ensuring AI drives real impact for both customers and teams
Ola Makri
Coffee break/Networking session
Navigating today’s digital landscape requires businesses to provide seamless, integrated service experiences to enhance customer loyalty and foster growth. This presentation emphasizes the strategic blending of elements from service design and product-led growth to forge unity across diverse organizational functions—from customer-facing teams to product development and operations. It explores the underlying commonalities of these methodologies, such as user-centricity, continuous feedback loops, and data-driven decisions, which are crucial in different departments but must be integrated harmoniously for comprehensive, customer-focused solutions. Attendees will learn how to weave these elements into their collaborative efforts, enriching customer engagement and ensuring each interaction is impactful and aligned with broader business objectives.
Agnes Gierulski
In a world where CX discussions often focus on technology and AI, we shift the spotlight back to the human element. Discover how viewing customers as individuals with unique emotions, needs, and social contexts can transform good customer experiences into exceptional ones. Learn practical strategies to measure and prioritize emotional engagement and explore how empathy-driven interactions can create stronger, long-lasting customer relationships.
Sebastian Bruno
1400€
A world-class conference
Access to an international community of 100+ high-profile CX experts and decision-makers from top companies in Europe
Inspiring speeches and presentations
Enjoy lunch, coffee, and unlimited drinks
Participate in dynamic panel discussions
Opportunities for one-to-one meetings
Live interviews
Ample hours for networking and relationship building
2500€
A world-class conference
Access to an international community of 100+ high-profile CX experts and decision-makers from top companies in Europe
Inspiring speeches and presentations
Enjoy lunch, coffee, and unlimited drinks
Participate in dynamic panel discussions
Opportunities for one-to-one meetings
Live interviews
Ample hours for networking and relationship building
