Conference Day Two – 11th March 2020
8:00 am - 8:50 am
Registration and Welcome Coffee
8:50 am - 9:00 am
Chairperson’s Opening Address:
Prof. Dr. Christian Stummeyer -
Professor of Digital Ecommerce,
Technical University of Ingolstadt
Prof. Dr. Christian Stummeyer
Professor of Digital EcommerceTechnical University of Ingolstadt
Getting Ahead Of The Game
9:00 am - 9:30 am
OPENING KEYNOTE-CHIEF DIGITAL OFFICER: Leveraging customer experience as your key differentiator: How Coca-Cola is creating the next-level of customer experience, omnichannel, to provide meaningful engagement and provide best-in-class experiences for customers and employees
Gabriela Seir -
Director Digital Tech & Innovation - Europe,
Coca-Cola European Partners
9:30 am - 10:00 am
INSPIRATIONAL MILLENIALS KEYNOTE: Hearing from a MADE.COM on how to market tomorrow’s Millennials: What experiences will they expect of you in 2020 and beyond across all touch points?
Gemma Comabella -
Managing Director DACH,
MADE.COM
10:00 am - 10:20 am
CASE STUDY: Implementing AI processes into your business model is the only way to deliver on company goals at speed and remain competitive in today’s data-driven world
10:20 am - 10:40 am
KEYNOTE:
Daniel Poole -
Head of Partnerships EMEA,
Cover Genius
Customer Empowerment
10:40 am - 11:00 am
KEYNOTE: Harnessing Data in the Feedback Economy: Game-Changing Strategies for Gaining Actionable CX Insights
Christopher Grohmann -
Enterprise Account Executive DACH,
Reputation.com
11:00 am - 11:20 am
CASE STUDY: Online supermarket for everyone!: How an online supermarket is turning the grocery model on its head
Frederic Knaudt -
Co-Founder,
Picnic in Germany
11:00 am - 11:25 am
Morning networking break / Pre-arranged 1-2-1 meetings
Grab a coffee and engage with best-in-class solution providers working to bring you closer to your customers.
OMNICHANNEL STREAM - Blending Digital and Physical Worlds
11:25 am - 11:45 am CASE STUDY: 13 years experience in SEO for online shops: What are the most common mistakes in SEO and how can they be avoided?OMNICHANNEL STREAM - Blending Digital and Physical Worlds
11:45 am - 12:05 pm CASE STUDYOMNICHANNEL STREAM - Blending Digital and Physical Worlds
12:05 pm - 12:25 pm CASE STUDY: Building the Next Generation Lifestyle & Interior Shopping Experience: How to leverage show rooms to trigger customer curiosity, generate marketing momentum, boost overall sales and make customers loyal to your brand! Claudio Beffa - Founder and Chief Technology Officer, Mooris- How pop up stores provide a new way of meeting customers face-to-face, creating at the same time communities and social meeting points, delivering authenticity and relevancy that generates a stronger customer bond with your brand
- How pop up stores can help brands to deliver customised services, making it easy and eventful to find specific products, simplifying purchasing methods and stretching the experience beyond the store to keep conversations going across channels
- How to use your stores as “experience centres” to increase engagement with millennials and social influencers online and offline
DATA STREAM - Turning Customer Insights Into Marketing Action
11:25 am - 11:45 am CASE STUDY: How to turn high mobile traffic into sales with personalisation designed for the modern customer journeyDATA STREAM - Turning Customer Insights Into Marketing Action
11:45 am - 12:05 pm CASE STUDY: Make it right, make it rich: Turning master data into rich multichannel storytelling Mark van de Kamp - CIO, Stibo DXIn this session, we will explore how you can create rich multichannel storytelling faster and easier by tapping directly into your company’s product master data. By integrating master data management with digital experience management, you can boost the efficiency as well as the effectiveness of your marketing operations:
- Create content twice as fast, with less resources
- Automate creation and distribution of multichannel content
- Drive conversion in every touchpoint along the customer journey
Join this session and get inspired on how to get your master data to work for marketing – and how to make rich storytelling your no. 1 competitive edge.
DATA STREAM - Turning Customer Insights Into Marketing Action
12:05 pm - 12:25 pm CASE STUDY: How Lufthansa WorldShop relaunched its e-commerce platform: Balancing transaction, inspiration and member loyalty Thomas Hilus - Manager Digital Marketing, Miles & More GmbH (Lufthansa Group)
INTERACTIVE STREAM
11:25 am - 12:25 pm SELLING TO CHINA BOARDROOM: How to reach Chinese online market Dr. Chun Chen - Head of Ecommerce and Digital Marketing, Mövenpick FineFoods- How Chinese eCommerce players are building their ecommerce through mobile-first adoption guaranteeing a truly seamless experience
- How to create the best online shopping experience through user friendly websites, native mobile apps, mobile, weChat etc.
- The benefits of allowing customers to connect with other users when buying to make their shopping experience more personal
INTERACTIVE STREAM
11:25 am - 12:25 pm WORKSHOP: How to optimise your online catalogues to make them faster and deliver more compelling product experiences across channels and countries- How to accelerate time-to-market and global expansion with a centralized hub to manage your product information and assets across all your sales channels
- How to make sure you are providing your customers
- the most up-to-date product information, regardless of the channel
- The importance of having a single place to collect, manage, and enrich your product information to create a catalog, and distribute it to your sales and eCommerce channels
INFLUENCER MARKETING
12:25 pm - 1:05 pm CASE STUDY INTERACTIVE: Building a Successful Influencer Marketing Strategy for eCommerce Michael Breuer - Country Manager Germany, Cure MediaReaching your target group in today’s eCommerce world requires ingenuity and creativity. It takes time, effort and a profound plan to break through the noise and get your messages to potential customers - and you need to know in which media channels they are to be found.
Influencer marketing has proven to be an effective way to reach today’s consumers. As the industry is rapidly evolving, the questions are many; how do you build a successful influencer strategy and which critical elements should the strategy include? How do you find the right influencers, who actually reach your target audience and align with your brand? And how do you measure the result to ensure you get optimal ROI?
In this session, you’ll get all these questions answered by Michael Breuer, Country Manager Germany at Cure Media. He will also share learnings and insights from +10,000 influencer collaborations, and a number of best practices from a successful eCommerce case study.
UX STREAM BECOMING - CUSTOMER CENTRIC
12:25 pm - 1:05 pm CASE STUDY INTERACTIVE - Understanding the Experience: How to understand customer journey and develop a plan for the CX- How to remove the competitive tension between customer centricity, revenue growth, and product design by embracing the mutually beneficial relationship between CX and digital
- How to leverage consumer insights from big data to craft customised experiences
- How to better capture, analyse and apply consumer data to transform your business into a customer-centric company
1:05 pm - 2:30 pm
Networking Lunch
After lunch, delegates will tailor their on-site experience to their most pressing needs, with the option to attend case studies, small interactive working groups, and pre-arranged 1-2-1 meetings with leading solution providers.
1:05 pm - 2:30 pm
LUNCHWORKSHOP: Pioneering Technology to Win Back Your Stolen Online Revenue
Kevin Jackson -
VP, Account Management,
Namogoo
Brands spend millions driving traffic and building an optimal customer experience. But 15- 20% of this investment is going to the competition due to shoppers visiting eCommerce sites with malware-infected browsers enabling unauthorized ads to be injected into their online journey. Join this session to learn how Customer Hijacking Prevention software eliminates unauthorized ads so you deliver a disruption-free customer journey to malware infected visitors resulting in: guaranteed increase in conversion rate as well as decreased checkout abandonment and bounce rates.
Kevin Jackson
VP, Account ManagementNamogoo
1:05 pm - 2:30 pm
LUNCHWORKSHOP: Content is king: The unrevealed opportunities of Content Analytics
UX STREAM Gaining A 360 Degree View Of Your Customer
2:30 pm - 2:55 pm CASE STUDY INTERACTIVE Shift of business model: How to drive digital transformation to meet the change happening in the ecommerce space landscape Frank Leue - Chief Technology Officer, Lobenbergs Gute Weine
eCOMMERCE STREAM Expanding Your Reach Through Marketplaces
2:30 pm - 2:55 pm FIRESIDE CHAT: How to use marketplaces as the a tool to enter new markets with ease and grow your international sales fast Andreas Platiel - Strategic Partnerships, EMEA, ChannelAdvisor Damian Zaplata - Chief Commercial Officer, Allegro- How to choose the right marketplace for your business that aligns with the nature of your product
- How to use marketplaces to offer customers faster checkout, localised currency conversion and mobile purchasing through an established and trusted platform
- How to take advantage of working with a local partner that can guarantee a seamless shopping experience and maximise conversions
- How to tackle the challenge of controlling brand experience and image when selling through a partner
- Is Amazon going to take over, is it going to be a monopoly? What are the rest of the retailers going to do?
INTERACTIVE STREAM
2:30 pm - 3:30 pm SOCIAL MEDIA BOARDROOM: Creating a killer social media campaign: How to use different platforms to enhance your discovery and boost customer engagementINTERACTIVE STREAM
2:30 pm - 3:30 pm WORKSHOP: Giving customers what they expect in their post-purchase: How to engage, delight and retain customers from cart to doorstep, and beyond- The importance of knowing in what moment make consumers repeat-purchase?
- How to deliver the optimal transparent customer journey that lets our customers really get to know and trust us
- How to provide consistent, branded post-purchase communications and proactive notifications in the customer’s channel of choice
- The importance of provide a clear estimated delivery date and live order delivery information, both in-basket and post-purchase
2:55 pm - 3:35 pm
Retail Conversations
Dorit Posdorf -
Chief Marketing & Sales Officer,
OUTFITTERY
Anna Ziemes -
Product Specialist,
netRivals
Mathias Schwenck -
Head of IT, BI and Processes,
1-2-3.tv GmbH
Manuel Faza -
Sales Director,
Gpredictive GmbH
1- AI- powered UX: personalization examples from across the world.
2- How much segmentation is just right for personalized marketing?
3- How to get customer insights to create content that drives conversions on eRetailer sites like Amazon or ePharmacies
4- Price Intelligence as a key to boost your conversions, protect your profit margins and ensure your online store's competitiveness
5- New customers and customers who are likely to churn - how 1-2-3.tv increases with Gpredictive customer loyalty
3:35 pm - 4:15 pm
Afternoon Networking Break/ Pre-arranged 1-2-1 meetings.
Grab a coffee and engage with best-in-class solution providers working to bring you closer to your customers.
Planning For Future Growth
4:15 pm - 4:40 pm
KEYNOTE: How can we build the foundation for sustainable consumption in a way that makes better use of business assets and contributes to reducing negative environmental impact?
Roel van Gasselt -
CEO and Founder,
Zizzz
- How eCommerce companies can make a difference working with retailers and manufacturers to ensure that the products produce are more sustainable - specifically, encouraging manufacturers to use more sustainable processes
- Younger generations are more committed to sustainability: How retailers could be encouraged to offer strategies that prioritize the environment over consumer convenience
- The importance of communicating and educating our customers on the impact of just in time shipments and how same deliveries are worsening traffic congestion and increasing carbon emissions
- Millennials will often choose seven days if they were educated on the consequences and given a choice
