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IDC Customer Experience Forum

Consent, Conversations,
Customer Journey

Vienna, March 26, 2019

Overview

CX is the top business priority everywhere

CX is the top business priority everywhere

46% of European organizations reported that CX is the top priority for 2019.

Source: IDC’s European Vertical Markets Survey, November 2018

 

Customer experience personalization is the trigger of innovation. It is the focal point of a new way of doing business, with an individualized value proposition at the core, merging physical and digital experiences. Individual personalization is fundamental to driving the paradigm shift where recurring clients become high spenders and engaged shoppers become active customers.

Key Topics

Industry analysts and experts will address key challenges and explore issues around IT and customer experience such as:


Cloud

Clouds

CX Personalization

CX Personalization

Digital Commerce

Digital Commerce

Digital Platforms

Digital Platforms

AR & VR

AR & VR

Cognitive / AI

Cognitive / AI

IoT

IoT

Digital Transformaion

Digital Transformation

Who's It For?

This event is designed as a forum for discussion among CMOs, CCOs, CDOs, CIOs, CTOs, CFOs, COOs, managers responsible for Customer Experience, Innovation, Customer Service, Omnichannel, eCommerce, Supply Chain and Data Scientists.

 

Why Attend?

IDC Customer Experience Forum brings together insights and interactions on the biggest issues through keynote speeches, panel debates and peer-to-peer networking. The senior level attendees will benefit from:

Access to local and global IDC analysts

Gaining a better understanding of technology and market challenges

Meeting with peers to discuss common challenges and share concrete experiences

An agenda designed to match the expectations of IT and Security leaders from leading organizations

Exploring the key trends across Europe, and worldwide

A mix of expert case studies, interactive debates, and master classes

Speakers

Join IDC analysts, market pioneers, and opinion-leaders at IDC CX Forums and place yourself in the spotlight of strategic discussions that inspire confidence among clients and prospects.

Agenda

Time Event & Speakers
08:30

Registrierung und Begrüßungskaffee

09:00

Begrüßung und einleitende Worte

Tobias Kleu
Senior Consulting Manager, IDC CEE & Austria
09:10

IDC Keynote: The 3Cs of Customer Experience - Delivering Empathy at Scale Through Consent, Conversations and Customer Journeys

Ivano Ortis
Research Vice President, Retail Financial and Manufacturing Insights
09:35

Radically Customer-Oriented – Culture & Organization behind CEM

Harald Preyer
Gesellschafter / Founder, Resonanz
10:00

Customer Experience – In the Era of Agility and Artificial Intelligence

Daniel Freiberger
Head of Customer Experience Management, Tieto Austria
Daniel Hikel
Head of Sales DACH, Episerver
10:15

Business to Audience: A New Understanding of (digital) Customer Interaction for B2B Companies

Markus Widmer
Teamlead Customer Experience, Mondi Group
10:40

Kaffeepause und 1-2-1 Meetings

11:10

CX Goes AI - How AI Impacts Customer Experience

Mauro Simoncini
Country Manager, Genesys
11:30

Building the Future – ÖBB Customer Service

Robert Sluka
Teamleiter Kundenservice, ÖBB
11:55

IDC Connect Workshops: Interactive Roundtable Discussions in German & English

Daniel Freiberger
Head of Customer Experience Management, Tieto Austria
Tobias Kleu
Senior Consulting Manager, IDC CEE & Austria
Andrea Sangalli
Research Director, European Retail and Manufacturing Insights

Interactive roundtable discussions in German and in English.

Personalization at scale

  1. Customer Journeys (discussion in German) - By 2021, businesses offering frictionless experiences across their ecosystem will experience a decrease of 20% in customer attrition - The transformation of businesses and experiences is moving beyond the four walls of the organization.
  2. Customer Consent (discussion in English) - By 2020, to meet GDPR-type regulations and improve the customer experience, 50% of global companies will integrate progressive consent opportunities into all stages of the customer journey - Securing just the data is not enough – organizations should secure the end-to-end customer journey to ensure compliance and confidentiality based on customer consent.
  3. Customer Conversations (discussion in German) - By 2022, 30% of enterprises will use interactive conversational speech technologies to power customer engagement across marketing, sales, and service - Contextual and highly personalized conversational interactions enabled by cognitive technologies can transform customer engagement like never before making it more meaningful to drive satisfaction.
12:55

Abschließende Worte

Ivano Ortis
Research Vice President, Retail Financial and Manufacturing Insights
Tobias Kleu
Senior Consulting Manager, IDC CEE & Austria
13:05

Networking Lunch & 1-2-1 Meetings

Partners

Strategic Partner
Strategic Partner
Strategic Partner
Communications Partner
Communications Partner
Communications Partner
Communications Partner
Media Partner

Become a Partner

Proceedings

To access this content, please enter the password you have received from IDC. If you do not have a password, please contact Kerstin Ildefonso via email, at kildefonso@idc.com.

Location

Palais Hansen Kempinski

Schottenring 24, 1010 Wien

 

Palais Hansen Kempinski

Contact Us

Kerstin Ildefonso

Senior Conference Manager

+43 1 2051160 1103

Gerald Giefing

Sales Manager

+43 664 233 1292

About IDC

55 Years | 1100 Analysts | 110 Countries

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit www.idc.com.