limited to

200

Attendees

limited to

100

Companies

45

Speakers

80/20

End User / Vendor Ratio

Testimonials

"I liked the event very much - the speakers were very high class and I had great conversations with other participants and I generated valuable business contacts."

Anett Hötzel, Head of Digitalization, Felix Schöller Group

"A great forum for discussing new ideas, making new contacts and learning from others. Good mix across industries, company sizes and their challenges."

Pranjal Kothari, CDO, Sparkasse Bremen

"The high quality of the speakers and their exciting presentations were very remarkable! The event offers excellent networking opportunities."

Alfred Lief, Future Solutions, Airbus

How It Works

Through a mix of case-study presentations, interactive roundtable discussions, Q&A sessions and hands-on workshops, you will gain inspiring perspectives. The multi-stream format allows you to move freely between the sessions. Create your own personal agenda from the case studies and interactive round tables. If you can't participate in the conference onsite, you have the possibility to get the insights of the decision-makers via live streaming.

Move freely between the streams
Customize your program
Attend the sessions of most interest

Get Inspired by the Sessions You Choose from All Streams

Digital Customer Experience
Target Group

Decision Makers and Leaders for Digital Communications, Customer Journey, Digital Content, Cross Border Commerce, Process Management, Customer Loyalty, SEO, Engagement, Analytics and Marketing

Key Topics
  • Omnichannel Touchpoints
  • Content Strategy
  • Chatbots, Virtual Avatars & AI
  • User Experience Design
  • Customer Centricity
  • The Future of Commerce
  • Automated Customer Support & Service

Agenda

Filter by Track:

THURSDAY, NOVEMBER 11TH

9:00

Conference Opening by the Organizer and Welcome to the Chairman of the Stream

Aymen Ismail

Head of Customer Engagement
smart Europe
Germany

This session is in English

Conference Opening by the Organizer and Welcome to the Chairman of the Stream

Aymen Ismail

Head of Customer Engagement
smart Europe
Germany

This session is in English

9:15

Hannes Ricklefs

Lead Architect ‑ Technology, Strategy & Architecture
BBC
United Kingdom

Products and Pilots in Voice

  • Beep voice assistant voice & AI bringing the BBC to life
  • Conversational experiences
  • Technology, strategy, and architecture of the BBC voice project
This session is in English
Rob Farnell

Creative Director for Voice & AI
BBC
United Kingdom

9:45

Dr. Laura Dreessen

Conversational AI Strategist & VUI Architect
VUI.agency
Germany

Swisscom Voice Assistant - A Holistic Digital Customer Experience

  • Smart voice-enhanced devices
  • Multilingual voice assistant
  • Deep integration into services and products
  • Data privacy policies
This session is in English
Mihajlo Zivkovic

Program Manager Voice
Swisscom
Switzerland

10:15

“Nobody Can Separate Good Friends” - Loyalty to a Global Brand

  • Digitization in national and international professional football
  • Data insights vs. fan connection
  • Service & Sales in a dynamically changing environment
  • Brand & Loyalty vs. Commerce

Benjamin Steen

Head of Customer Care ‑ Digital Licencing & Stadium
FC Bayern München
Germany

This session is in English

10:45

Coffee Break with Networking

11:15

Niklas Timmermann

Founder
Skillshot
Germany

Brand Development in Esports - How Interstuhl Became a National Pioneer for Gaming Chairs with Backforce

  • How to create an endemic brand that rapidly gains traction inside the gaming community
  • Sustainable communication that leads to sales
  • Scaling your business through single events
This session is in English
Stefan Krumme

Head of Backforce
Backforce
Germany

11:45

Mirko Knoll

Senior Manager Connected Devices
Deutsche Telekom
Germany

Voice Undresses You

  • Telekom smart speaker
  • Holistic customer experience
  • Magenta voice program
This session is in English
Bernhard Hochstätter

Executive Product Manager & Tribe Lead Voice Platform
Deutsche Telekom
Germany

12:15

Round-Table Discussions

Engage with speakers in extended Q&A sessions to dive deeper into the topics:

Swisscom Voice Assistant - A Holistic Digital Customer Experience - Dr. Laura Dreessen, Conversational AI Strategist & VUI Architect, VUI.agency and Mihajlo Zivkovic, Program Manager Voice, Swisscom


Brand Development in Esports - How Interstuhl Became a National Pioneer for Gaming Chairs with Backforce - Niklas Timmermann, Founder, Skillshot and Stefan Krumme, Head of Backforce, Backforce


Voice Undresses You - Mirko Knoll, Senior Manager Connected Devices, Deutsche Telekom and Bernhard Hochstätter, Executive Product Manager & Tribe Lead Voice Platform, Deutsche Telekom

Round-Table Discussions

Engage with speakers in extended Q&A sessions to dive deeper into the topics:

Swisscom Voice Assistant - A Holistic Digital Customer Experience - Dr. Laura Dreessen, Conversational AI Strategist & VUI Architect, VUI.agency and Mihajlo Zivkovic, Program Manager Voice, Swisscom


Brand Development in Esports - How Interstuhl Became a National Pioneer for Gaming Chairs with Backforce - Niklas Timmermann, Founder, Skillshot and Stefan Krumme, Head of Backforce, Backforce


Voice Undresses You - Mirko Knoll, Senior Manager Connected Devices, Deutsche Telekom and Bernhard Hochstätter, Executive Product Manager & Tribe Lead Voice Platform, Deutsche Telekom

13:00

Lunch with Networking

14:30

Best Practice - Handling Fast Changing Content for Chat and Voice on Multiple Channels

  • UI for chatbot CMS
  • Omnichannel content orchestration
  • Content deployment without CI-Pipeline
  • Parallel intent matching engines
  • Chat, voice & handover in one application

Dieter Perndl

Chief Executive Officer
Ubitec
Austria

Sindre Wimberger

Botfather WienBot
City of Vienna
Austria

This session is in English

Dieter Perndl

Chief Executive Officer
Ubitec
Austria

Best Practice - Handling Fast Changing Content for Chat and Voice on Multiple Channels

  • UI for chatbot CMS
  • Omnichannel content orchestration
  • Content deployment without CI-Pipeline
  • Parallel intent matching engines
  • Chat, voice & handover in one application
This session is in English

Sindre Wimberger

Botfather WienBot
City of Vienna
Austria

15:00

Customer Engagement Contact Centers - From Cost Centers to Value-Generating Centers

  • Cost-consuming Contact Center Vs. Value-Generating Engagement Center
  • How can a successful customer engagement strategy impact brand engagement, sales & overall customer satisfaction?
  • What are the elements of a successful value-generating engagement center

Aymen Ismail

Head of Customer Engagement
smart Europe
Germany

This session is in English

Customer Engagement Contact Centers - From Cost Centers to Value-Generating Centers

  • Cost-consuming Contact Center Vs. Value-Generating Engagement Center
  • How can a successful customer engagement strategy impact brand engagement, sales & overall customer satisfaction?
  • What are the elements of a successful value-generating engagement center

Aymen Ismail

Head of Customer Engagement
smart Europe
Germany

This session is in English

15:30

From Robot to Avatar and Call-Center Agent - The Future of Holistic Digital Customer Service

  • From an idea to the product
  • SEMMI answers the typical, repetitive, and time-consuming questions of your customers by leveraging conversational AI
  • Multilingual approach
  • Whats next?

Thomas Schiffler

Product Owner SEMMI
DB Systel
Germany

Jannik Oberlies

Business Development @ SEMMI.ai
DB Systel
Germany

This session is in English

Thomas Schiffler

Product Owner SEMMI
DB Systel
Germany

From Robot to Avatar and Call-Center Agent - The Future of Holistic Digital Customer Service

  • From an idea to the product
  • SEMMI answers the typical, repetitive, and time-consuming questions of your customers by leveraging conversational AI
  • Multilingual approach
  • Whats next?
This session is in English

Jannik Oberlies

Business Development @ SEMMI.ai
DB Systel
Germany

16:00

Round-Table Discussions

Engage with speakers in extended Q&A sessions to dive deeper into the topics:

Best Practice - Handling Fast Changing Content for Chat and Voice on Multiple Channels - Dieter Perndl, Chief Executive Officer, Ubitec and Sindre Wimberger, Botfather WienBot, City of Vienna


Customer Engagement Contact Centers - From Cost Centers to Value-Generating Centers - Aymen Ismail, Head of Customer Engagement, smart Europe


From Robot to Avatar and Call-Center Agent - The Future of Holistic Digital Customer Service - Thomas Schiffler, Product Owner SEMMI, DB Systel and Jannik Oberlies, Business Development @ SEMMI.ai, DB Systel

Round-Table Discussions

Engage with speakers in extended Q&A sessions to dive deeper into the topics:

Best Practice - Handling Fast Changing Content for Chat and Voice on Multiple Channels - Dieter Perndl, Chief Executive Officer, Ubitec and Sindre Wimberger, Botfather WienBot, City of Vienna


Customer Engagement Contact Centers - From Cost Centers to Value-Generating Centers - Aymen Ismail, Head of Customer Engagement, smart Europe


From Robot to Avatar and Call-Center Agent - The Future of Holistic Digital Customer Service - Thomas Schiffler, Product Owner SEMMI, DB Systel and Jannik Oberlies, Business Development @ SEMMI.ai, DB Systel

16:45

Coffee Break with Networking

17:15

Please visit one of the other streams

17:45

Please visit one of the other streams

18:15

AR in Ecommerce - Augmented Shopping

  • Customer engagement
  • Boosting the value of products
  • Increasing online sales

Gintaras Dakinis

Team Lead
Vinted
Lithuania

This session is in English

AR in Ecommerce - Augmented Shopping

  • Customer engagement
  • Boosting the value of products
  • Increasing online sales

Gintaras Dakinis

Team Lead
Vinted
Lithuania

This session is in English

18:45

Round-Table Discussions

Engage with speakers in extended Q&A sessions to dive deeper into the topics:

AR in Ecommerce - Augmented Shopping - Gintaras Dakinis, Team Lead, Vinted

Round-Table Discussions

Engage with speakers in extended Q&A sessions to dive deeper into the topics:

AR in Ecommerce - Augmented Shopping - Gintaras Dakinis, Team Lead, Vinted

19:30

Summary of the First Day of the Conference and Start-Up Pitches

20:00

Evening Reception with Sparkling Wine, Snacks and Networking

Engage in exciting conversations. Strengthen your network after a day full of knowledge sharing, groundbreaking presentations, and interesting conversations. Join delegates and speakers in the relaxed atmosphere of the event venue.

This session is in English

FRIDAY, NOVEMBER 12TH

9:00

Day 2 Opening by the Organizer and Welcome to the Moderator

Aymen Ismail

Head of Customer Engagement
smart Europe
Germany

This session is in English

Day 2 Opening by the Organizer and Welcome to the Moderator

Aymen Ismail

Head of Customer Engagement
smart Europe
Germany

This session is in English

9:15

Making Lemonade out of Lemons - How to Drive Significant Change in Marketing During a Crisis

  • Bold decisions to take customer interactions to new levels
  • Increase brand awareness, brand sympathy
  • Testing new marketing channels and formats based on digitalization and AI

Peter Glade

Commercial Director
SunExpress Airlines
Germany

This session is in English

9:45

Key Success Factors to Become an Endemic Esports Brand

  • With the global Esports racing series “Porsche TAG Heuer Esports Supercup” and the Esports racing content community “OverTake.gg” Porsche enables professional structures to grow racing in Esports

Sebastian Hornung

Senior Manager Branded Entertainment
Porsche
Germany

This session is in English

10:15

Launching an Endemic Brand – in the Age of Esports Mayhem

  • The casual gamer opportunity
  • The relevance of esports partnerships in brand building
  • ROI v actual business impact
  • Exposure v activation

Maja Sand-Grimnitz

Director Global Marketing & Gaming
EPOS
Denmark

This session is in English

10:45

Coffee Break with Networking

11:15

Mission-Critical Services and Solutions for Exceptional Customer Experiences

  • Leading BPO solutions driving efficiency, savings and growth
  • Customer experience management solutions

Hans Walter

Head of Sales Customer Experience Management EMEA & APAC
Conduent
Germany

This session is in English

Mission-Critical Services and Solutions for Exceptional Customer Experiences

  • Leading BPO solutions driving efficiency, savings and growth
  • Customer experience management solutions

Hans Walter

Head of Sales Customer Experience Management EMEA & APAC
Conduent
Germany

This session is in English

11:45

Host in the Machine - Creating Branded Podcasts with Conversational A.I.

  • Podcasts of the future
  • Latest advances in conversational A.I. (NLU) and (TTS) to increase the ROI of audio content.
  • Learn about how the latest conversational A.I. technologies can be used to create branded audio content for marketing.
  • Understand how the worlds of podcasting, voice technology, and content marketing are converging, and the threats and opportunities this poses to brands.

Carl Robinson

Host of the Voice Tech Podcast
Voice Tech Podcast
France

This session is in English

Host in the Machine - Creating Branded Podcasts with Conversational A.I.

  • Podcasts of the future
  • Latest advances in conversational A.I. (NLU) and (TTS) to increase the ROI of audio content.
  • Learn about how the latest conversational A.I. technologies can be used to create branded audio content for marketing.
  • Understand how the worlds of podcasting, voice technology, and content marketing are converging, and the threats and opportunities this poses to brands.

Carl Robinson

Host of the Voice Tech Podcast
Voice Tech Podcast
France

This session is in English

12:15

Round-Table Discussions

Engage with speakers in extended Q&A sessions to dive deeper into the topics:

Mission-Critical Services and Solutions for Exceptional Customer Experiences - Hans Walter, Head of Sales Customer Experience Management EMEA & APAC, Conduent

Round-Table Discussions

Engage with speakers in extended Q&A sessions to dive deeper into the topics:

Mission-Critical Services and Solutions for Exceptional Customer Experiences - Hans Walter, Head of Sales Customer Experience Management EMEA & APAC, Conduent

13:00

Lunch with Networking

14:30

Aravoices – Exclusive Synthetic Voices for Media Brands

  • Aravoices is Axel Springer’s Text-To-Speech Service that produces synthetic brand voices that are optimized for journalistic content
  • The audio production is fully automated - from importing text to serving the audio to the end-user
  • Offering audio articles within minutes of publication and thus reach customers in new usage contexts

Anne Küpper

Product Lead Audio and Voice Tech
Axel Springer Ideas Engineering
Germany

This session is in English

14:45

Local CX in 
a Global eCommerce Platform

  • How to implement local CX elements in a global eCommerce platform
  • How to increase eCommerce conversion through local CX improvements

Matthias Boulliung

International eCommerce Platform Product Owner
Nestlé
Switzerland

This session is in English

15:15

The Missing Link - The Importance of Emotions in the Digital World

  • When we have service automation as a precursor to AI service automation, it can become a battle of efficiency vs quality
  • Augmented servicing
  • What is customer experience? What is an experience at all?
  • Understanding the gaps in the experience and what they mean will be key to better service design and understanding how to use the metrics to improve this in a way that only AI can

Goh Hirose

Acceleration Leader & Startup Investment/Relations Manager
BNP Paribas Cardif
France

This session is in English

15:30

Round-Table Discussions

Engage with speakers in extended Q&A sessions to dive deeper into the topics:

Aravoices – Exclusive Synthetic Voices for Media Brands - Anne Küpper, Product Lead Audio and Voice Tech, Axel Springer Ideas Engineering


Local CX in 
a Global eCommerce Platform - Matthias Boulliung, International eCommerce Platform Product Owner, Nestlé

Round-Table Discussions

Engage with speakers in extended Q&A sessions to dive deeper into the topics:

Aravoices – Exclusive Synthetic Voices for Media Brands - Anne Küpper, Product Lead Audio and Voice Tech, Axel Springer Ideas Engineering


Local CX in 
a Global eCommerce Platform - Matthias Boulliung, International eCommerce Platform Product Owner, Nestlé

16:15

End of the Conference

Book Your Tickets

World Class Unlimited Online Pass

Access the presentations from this conference online as well as hundreds of other case study videos from global business leaders. The videos are full-length and include the PDFs of the presentation. More videos are added each month with new World Class Business Leaders business transformation conferences bringing best practices to you from around the world. Don't lose this opportunity to stay on top of what business leaders currently do and plan for the future to gain a competitive edge. 12 months of World Class Unlimited are included in any of the Conference Passes.

Book World Class Unlimited Online Pass

Travel & Accommodation

Leonardo Hotel Frankfurt City South
Isenburger Schneise 40, 60528 Frankfurt am Main, Germany
More booking information: +49 69 - 678 40 / info.frankfurtcitysouth@leonardo-hotels.com

Hygienic measures at the event:

3G: A negative PCR test result must be carried when entering the hotel. Vaccinated and recovered persons must be able to show proof of their status and do not have to be tested. If the proof of recovery is older than 6 months, the participants must still be able to show a negative PCR test result. https://www.hessen.de/Presse/Corona-Warnstufe-1-Landesregierung-reagiert-mit-Massnahmenpaket

For deliveries, please add to the address the following:
"November 11th and 12th & WCBLeaders"

Metro station "Frankfurt-Louisa" (S3)

From Central Station:
At the main station, choose the train (S-Bahn) line S3 (Direction of travel to Darmstadt Hbf) until the station "Frankfurt-Louisa" and walk approximately 20 minutes. From the train station head southwest toward Schwarzsteinkautweg, turn left onto Welscher Weg, then turn left onto Isenburger Schneise and continue straight, the hotel will be located on the left-hand side.

Parking:
You can park your car in the hotel's car park for a fee of 10€ per day.

Use the code WCBLeaders for booking Rooms at 64€ per night incl. breakfast, until 14 days before arriving.

Supported by Partners such as

Think Tank

As a registered attendee, visit the event’s online think tank where you can see your fellow attendees’ profiles and priorities to get in touch, arrange meetings and collaborate with your best networking opportunities. Also, your conference documentation awaits you in this World Class Business Leaders think tank.

Visit the Think Tank

Contributors

Become a Speaker or Sponsor

We are looking for the best practices that shape tomorrow's world. If you would like to contribute to this event as speaker, please fill out the speaker application form here.

If you have already been in contact with the event organization team and are confirming the details of your presentation, please access the speaker questionnaire here.

Get in front of top decision makers of your field! In total, we expect more than € 100M in budgets attending. To get more information and make your business grow, inquire here.

Downloads

Download additional materials about the conference. You will find flyers, logos, banners, signature templates as well as press releases.

Download Conference Materials

Matchmaking-powered Event Experience and Unique Networking Service

100% embedded into the World Class Business platform.

See who you definitely need to network with.

Manage your networking meetings.

Best practices and experts remain only a click away after the event.

...