Agenda Day 2: 8th March
8:00 am - 8:45 am Registration and Welcome Coffee
8:00 am - 8:45 am Women in Retail Breakfast: How to attract, develop and retain top talent in your business?
8:45 am - 8:50 am
Welcome Remarks
8:50 am - 9:00 am
Chairperson’s Opening Address
Dr. Christian Stummeyer -
Professor of Digital Commerce,
Technical University of Ingolstadt
Room: Potsdam I
Re-Thinking Traditional Ways Of Working
9:00 am - 9:20 am
OPENING KEYNOTE – EUROPEAN PIONEERS Connected customer experience and law of growth: Learnings on how to establish global campaign performance metrics to drive user engagement
Marina Sverdel -
Head of Omnichannel Customer Experience,
METRO-NOM
9:20 am - 9:40 am
CUSTOMER EMPOWERMENT CASE STUDY Talk and listen to your customers: How to build a truly customer-centric organisation through dedicated customer research
Jens-Ole Boelsen -
Head of UX,
Otto Group
· Building the research strategy: questions to ask and who to ask them to
· Tailoring the research for different audience segments
· How to translate the data into meaningful insights
9:40 am - 10:00 am
DIGITAL TRANSFORMATION CASE STUDY Reinventing the beauty experience – Our journey to become the #1 beauty tech company
Peter Grebarsche -
Head of Digital Strategy & CRM,
L’ORÉAL
10:00 am - 10:20 am
CASE STUDY: Personalization @ Mister Spex :The power and ugliness of personalization
André Neubauer -
CTO,
Mister Spex
Find The Next Big Thing
10:20 am - 11:00 am
DRAGONS’ DEN Of the many new technologies now entering the digital space, which are the best ones to invest in to achieve a seamless retail experience that exceeds expectations?
Al Lakhani -
CEO,
IDEE GmbH
Calvin Hoenes -
Head of Experience Engineer,
IDEE
Bernhard Hecker -
VP, Business Development Europe,
Cryptowerk
Jan Rettel -
CEO and Co-Founder,
Locarta
Robin Müller -
CTO,
Tagesspiegel
Laurent Garet -
Chief Executive Officer,
La Redoute
Frank Hasselmann -
Managing Director,
Galaxus
Join our dragons as they assess the latest retail and eCommerce innovations from start-up companies pitching their tech in a bid to win first place. Listen up as the dragons review the technology’s benefits to your business, predict their future success and deliver their verdicts. The ultimate decision is in your hands though, as the audience get to vote for their favourite. Will you find the next big thing?
11:00 am - 11:40 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.
Room: Potsdam I
UX STREAM – Aligning the Online & Offline Worlds
11:40 am - 12:00 pm CLIENT INTERVIEW Closing the gap between offline and online channels: How to create a next-level customer experience across all channels to provide meaningful engagement and increase conversions Thorsten Wilhelm - Chief Commercial Officer, Intertoys Marcus Rolfes - Manager - Watson Customer Engagement DACH - Retail/CPG/T&T, IBM•How to combine the online and offline worlds for a better customer journey
•How to identify all of your marketing channels and determine the best combination to integrate the on & offline worlds
•The challenge of offering the customer a consistent purchasing experience if it is online or in store
UX STREAM – Aligning the Online & Offline Worlds
12:00 pm - 12:20 pm CASE STUDY Interdiscount/Microspot: From a brick-and-mortar photo retailer to a high-speed omnichannel retailer Matthias Schu - Project Manager, Interdiscount/Microspot
UX STREAM – Aligning the Online & Offline Worlds
12:20 pm - 12:40 pm GUEST INSPIRATION The brand in the digital age: How a rejuvenation can have a massive impact Matthias Storath - Chief Creative Officer, Heimat•How to drive loyalty in an environment where customers don’t have a relationship with brands
•How to identify emotional motivators
•How to connect your brand at an emotional level beyond the product
UX STREAM – Aligning the Online & Offline Worlds
12:40 pm - 1:00 pm CASE STUDY How to go beyond omni-channel and think in terms of a single platform where everything lives together Dainius Liulys - Chief Executive Officer, Pigu
Room: Potsdam III
MARKETING STREAM – Taking Advantage of Emerging Technology
11:40 am - 12:00 pm CASE STUDY How to implement advances in analytics and automation to transform your marketing department and enable your staff to think tech-first Daniele Sghedoni - Head of Data & Marketing Technologies for eCommerce, Benetton· How to balance your customer’s digital expectations with traditional business realities
· How to overcome the challenges of internal digital transformation in order to deliver a seamless multichannel customer experience
· How organisations need to reinvent their offerings to keep up and connect with their customers
· How can companies stay ahead of rapidly changing expectations
MARKETING STREAM – Taking Advantage of Emerging Technology
12:00 pm - 12:20 pm CASE STUDY How to use chatbots to improve customer service and help push incomplete bookings over the line Pelayo Pando - Director of e-Commerce Business Development & Market Strategy, NH Hotel Group•What can chatbots do already?
•In-store chatbots use
•How to collect and analyse the data generated by chatbots
•Overcoming the challenges of personalisation in chatbot use
MARKETING STREAM – Taking Advantage of Emerging Technology
12:20 pm - 12:40 pm CASE STUDY Emma mattress: How we build Europe's fastest growing start-up Max Laarmann - Founder, Emma Mattress
MARKETING STREAM – Taking Advantage of Emerging Technology
12:40 pm - 1:00 pm CASE STUDY Make your digital content shine: How to transform your content system to align content with strategy, products, customers and devices Goran Nastov - Solution Architect, zooplus
Room: Tiergarten I
INTERACTIVE STREAM – Workshops
11:40 am - 12:40 pm WORKSHOP: How to offer an authentic shopping experience in the era of Smart Phygital? Julia Stark-Mumma - Senior Solutions Consultant DACH & BENELUX, Bazaarvoice GmbHLeveraging the consumer's voice to acquire new customers and drive engagement, increase online and in-store sales, identify the expectations of tomorrow's consumers, and create a community of ambassadors are key priorities for both retailers and brands.
Join us to find out how to deliver an authentic shopping experience in the era of Smart Phygital thanks to Consumer-generated Content
1:00 pm - 2:00 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.
1:00 pm - 2:00 pm IBM Lunch Masterclass - Invitation only
Klemens Huber - Vice President Business Development Datacentric and Marcus Rolfes Manager - Watson Customer Engagement DACH - Retail/CPG/T&T, IBM Marcus Rolfes - Manager - Watson Customer Engagement DACH - Retail/CPG/T&T, IBM
Room: Potsdam I
eCOMMERCE STREAM – Gaining A 360 Degree View Of Your Customer
2:00 pm - 2:20 pm CASE STUDY From click to happy customer: How to create an unique value proposition throughout the entire customer journey Letizia Luperini - Co-Founder, Pamono
eCOMMERCE STREAM – Gaining A 360 Degree View Of Your Customer
2:20 pm - 2:40 pm CASE STUDY Social commerce in corporate communications: How to position your brand when interacting with customers in the social world Benno Schwede - Head of Parnership, Pepper.com
eCOMMERCE STREAM – Gaining A 360 Degree View Of Your Customer
2:40 pm - 3:00 pm CASE STUDY How to create an ancillary revenue stream and drive core retail sales Deniz Macura - Strategic eCommerce Lead, Google•Moving from acquisition CRM strategies to customer behaviour CRM strategies that allow you to drive personalization to the next level
•The importance of combining data from multiple sources into one unified system that helps to drive personalisation
•Which are the best practices and how to build trust with your customers through personalization?
Room: Potsdam III
BORDERLESS eCOMMERCE STREAM – Partnering With Marketplaces To Expand Your Reach
2:00 pm - 2:20 pm CASE STUDY Borderless eCommerce: How to use marketplaces with automatized cross-border-solutions as the best tool to enter new markets (e.g. Switzerland) with ease Stefan Fraude - Head of Marketplace, Digitec Galaxus•How to choose the right marketplace for your business that aligns with the nature of your product
•Taking advantage of working with a local partner to guarantee a seamless shopping experience and maximise conversions
•How to tackle the challenge of controlling brand experience and image when selling through a partner
BORDERLESS eCOMMERCE STREAM – Partnering With Marketplaces To Expand Your Reach
2:20 pm - 3:00 pm CASE STUDY INTERACTIVE: How to use Amazon to reach out to a mass of new customers - a chance nobody should miss Tobias Kosten - Head of Marketing, Konstantin Slawinski•Changes in the marketplace and how to sell products today and tomorrow
•The 5 P’s on Amazon: Product, Price, Processes, People, Promotion
•How to deal with Amazon: Vendor vs. Seller
•Get your head out of the lion’s mouth: how to become independent from Amazon
3:00 pm - 3:40 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
3:40 pm - 4:00 pm
CASE STUDY Transferrable lessons from the Chinese market: What can German brands learn from the largest eCommerce market in the world to drive revenue?
Oliver Prothmann -
President,
BVOH
•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
4:00 pm - 4:20 pm
CLOSING CHIEF EXECUTIVE OFFICER KEYNOTE Turning market disruption into a competitive advantage: What are the 5 big digital trends you should look out for to stay ahead of the curve?
Miro Morczinek -
Chief Executive Officer,
X24Factory
•What does today’s customer really want and what level of digital transformation do you need to add value to today’s connected customer?
•How to introduce the philosophy of constant change as an opportunity
•How new technology will help retailers to create a perfect synergy between eCommerce, loyalty, marketing and advertising in order to really understand how our customer’s shop
