2022-11-09T08:00:00.000+01:00

There has never been a more critical time for CIOs and Business leaders to break down organizational and data silos, deliver consistent and memorable customer experiences across touch points, and drive loyalty and sustainable growth. Join Ritu Bhargava, President and Chief Product Officer of SAP CX, as she delivers her vision of an intelligent “one office” – connecting back end systems with front end experiences to deeply understand each customer, scale with adaptive agility, and engage with relevance throughout the entire customer journey.

Speaker:

• Ritu Bhargava, President & Chief Product Officer, SAP Customer Experience

Location: Keynote, Ground Floor

Business has changed, and it’s been challenging. But there’s good news: Some of the world’s best brands have been growing loyalty and bottom lines, thanks to offering intelligent customer experiences, from pre-to-post purchase, and everything in-between. Hear about upcoming groundbreaking changes that will help your brand stand apart from the crowd.

Speaker:

• Jen Bailin, Chief Revenue Officer, SAP Customer Experience
• Christophe De Maegd, Department Manager Customer Applications Management, Daikin

Location: Networking Area, First Floor

Be inspired by 3x paralympic champion, Markus Rehm. Hear directly from Markus as Jen Bailin, SAP CX CRO guides a passionate dialogue centered on perseverance, innovation, and leveraging adversity as a catalyst for leadership.

Speaker:

• Jen Bailin, Chief Revenue Officer, SAP Customer Experience
• Markus Rehm, Multi Paralympic Champion, Long Jump

Location: Keynote, Ground Floor

Traditionally, consumers rely on car dealerships for purchasing new cars but smart Europe has revolutionized the car dealership sales model by adopting a D2C digital commerce platform. Learn how smart Europe now provides a single platform with omnichannel approach where consumers can buy cars both digitally and physically.

Session Type: Customer Success Story

Solutions: SAP Commerce Cloud, SAP Customer Data Solutions

Speaker:

• Björn Schick, Chief Experience Officer, smart Europe

Audience: Commerce, IT

Location: Keynote/Track 1, Ground Floor

Today's consumer is inundated with more messages, interacts with more channels and expect brands to deliver them a more personalized experience than ever before. To meet customers where they are, in the moment, requires an omnichannel, personalized engagement strategy. Discover how the SAP Emarsys Customer Engagement platform, which sends billions of messages each year, was purpose-built for present-day marketers and how recent innovations and future investments empower them to deliver differentiated customer engagements, accelerate time to value, and grow customer revenue, lifetime value, and loyalty.

Session Type: Roadmap
Solution: SAP Emarsys Customer Engagement
Speakers:

• Bernd Oltmann, Director of Sales, SAP Emarsys
• Meghann York, Global Head of Product Marketing, Marketing Solutions at SAP
• Stefan Wenzel, VP Product SAP Emarsys, Head of Emarsys Platform and CX Integrations at SAP

Audience: Marketing 

Location: Track 2, First Floor

Your customer data strategy should be your number one priority. In fact, 99% of survey businesses said it’s important to integrate customer data into their business processes.  Yet, with the sunsetting of third-party cookies and the evolving data privacy climate, only 17% do this very successfully now and only 2% say they do it extremely successfully. See how our solutions form a critical component of a first-party, permission-based customer data strategy that removes friction from experiences, reduces IT burdens, and enhances the value of customer relationships.

Session Type: Best Practices
Solution: SAP Customer Data Solutions
Speaker:

• Ratul Shah, Head Of Product Marketing at SAP, SAP Customer Data Solutions
• Craig Goddard​, Global CX Advisor, SAP

Audience: IT

Location: Track 3, Second Floor

Abstract: Novartis, one of the top 20 biopharma companies in the world, has been going through digital transformation to establish human-centric, seamless, and end-to-end processes. In this session, you'll learn how Novartis innovating beyond conventional B2B commerce with a humane, customer-oriented approach and self-service capabilities.

Session Type: Customer Success Story

Solution: SAP Commerce Cloud

Speaker:

• Anissa Djedai, Product Owner Transactional Customer Portal, Novartis

Audience: Commerce

Location: Keynote/Track 1, Ground Floor

Customer Data solutions from SAP unify millions of profiles into a single source of truth and help drive up to 10 times e-commerce revenue growth. Learn how our solutions surface enterprise-wide insights through connection to the SAP ERP application, deliver frictionless journeys across channels, enhance secure authentication options, and navigate the evolving data privacy landscape.

Session Type: Roadmap
Solution: SAP Customer Data Solutions
Speaker:

• Ratul Shah, Head Of Product Marketing, SAP Customer Data Solutions, SAP Customer Experience
• Reyhan Doğan, Regional Sales Director - Middle & Eastern Europe, SAP Customer Data Solutions, SAP
• Guy Kronenthal, SVP, General Manager of Customer Data Cloud, SAP

Audience: IT

Location: Track 2, First Floor

Connecting your sales and service businesses gives you a true advantage. Customers have better experiences with your brand - improving loyalty and lifetime value. Learn which areas you may be overlooking to create a true harmonized customer strategy and hear how leading organizations set themselves up for success.

Session Type: Best Practices
Solutions: SAP Sales Cloud, SAP Service Cloud
Speaker:

• John Heald, Global Vice President, Sales & Service, SAP Customer Experience

Audience: Service, Sales

Location: Track 3, Second Floor

Get insights into GEA’s CX strategy across lines of businesses and internal department to increase revenue and improve efficiency. Learn how GEA is empowering its dealers to configure and sell complex GEA products through eCommerce.

SessionType: Customer Success Story

Solution: SAP Commerce Cloud

Speakers:

• Julia Klingebiel, Project Manager Sales & Marketing, GEA Group
• Patrick Schwarz, Vice President Commercial Excellence & CRM & Market Intelligence, GEA Group

Audience: Commerce

Location: Keynote/Track 1, Ground Floor

Sales has evolved beyond an activity to a dynamic process. 80% of companies agree that their buyers’ expectations have undergone a significant or moderate change over the past two years. Sellers must be armed with the right set of tools and technologies to quickly overcome complexities, easily engage with buyers, and dynamically navigate selling journeys. Learn about the latest innovations and see why you can trust SAP Sales Cloud as your CRM for today, and the future.

Session Type: Roadmap
Solution: SAP Sales Cloud
Speakers:

• Abbie McKee, SVP Global Sales, SAP Sales Cloud & SAP Service Cloud, SAP Customer Experience
• Sanjeet Mall​, Senior Vice President & Head of SAP Service Cloud & SAP Sales Cloud, SAP

Audience: Sales 

Location: Track 2, First Floor

Grow your value network of business-to-business (B2B) customers and partners by taking a page out of your business-to-consumer (B2C) playbook. Succeed in the B2B world by delivering exceptional experiences based on trust. Learn how a B2C approach to B2B relationships can speed time to market, simplify lifecycle management, and reduce business risk.

SessionType: Customer Success Story

Solution: SAP Customer Data Solutions

Speakers:

• Ratul Shah, Head Of Product Marketing, SAP Customer Data Solutions. SAP Customer Experience
• Lena Mauer, Global VP, SAP Customer Data Solutions, SAP

Audience: IT

Location: Keynote/Track 1, Ground Floor

The digital commerce market has gone through numerous changes for both consumers and commerce organizations. In this turbulent space, businesses need to deliver agile digital innovations to achieve sustainable and profitable commerce growth. Learn how SAP Commerce Cloud product vision and roadmap will set you up for success as a commerce innovator.

Session Type: Roadmap
Solution: SAP Commerce Cloud
Speakers:

• Julia Knutti, Head of Commerce Sales MEE, SAP
• Riad Hijal, Global VP, Commerce Product Marketing and Solution Management, SAP Customer Experience
• Balaji Balasubramanian, Senior Vice President and Global Head of SAP Commerce Cloud, SAP Customer Experience

Audience: Commerce

Location: Track 2, First Floor

Fritz-Kola, a German based soft drink manufacturer, is not just another mass-produced cola - but one that stands for something. Building market share while making sure the brand is well represented is top priority. We’ll unpack how you increase sales excellence, become lean and smart, and achieve the perfect store with digital sales processes.

Session Type: Customer Success Story

Solution: SAP Sales Cloud

Speaker:

• Daniel Arpe, Team Lead Sales Analytics & CRM bei fritz-kulturgüter GmbH

Audience: Sales

Location: Track 3, Second Floor

Loyal customers expect fast resolution to issues. How can your service organization be built to solve customer issues quickly? Learn about the latest customer service innovations that deliver fast and scalable resolutions across the demand and supply chain, protect your brand promise and secure future growth. Discover why you can trust SAP Service Cloud to adapt to the evolving expectations of your customers.

Session Type: Roadmap
Solutions: SAP Service Cloud
Speakers:

• Nitin Badjatia, Head of Product Marketing and Solutions Management, SAP Sales Cloud & SAP Service Cloud, SAP Customer Experience
• Sanjeet Mall​, Senior Vice President & Head of SAP Service Cloud & SAP Sales Cloud, SAP

Audience: Service

Location: Track 2, First Floor

Today’s consumers have multiple touchpoints and channels where they browse for purchases. For retailers and D2C brands, this means they must deliver consistent experiences across all channels. How can you create meaningful and engaging shopping journeys that ultimately drive revenue and greater customer loyalty? Can you integrate real-time online and offline insights to deliver consistent, omnichannel experiences? Learn how leading brands connect digital and physical channels to deliver seamless shopping experiences that drive profitable growth.

Session Type: Best Practices

Solutions: SAP Emarsy Customer Engagement, SAP Customer Data Solutions, SAP Commerce Cloud

Speakers:

• Meghann York, Global Head of Product Marketing, Marketing Solutions at SAP
• Riad Hijal, Global VP, Commerce Product Marketing and Solution Management, SAP Customer Experience
• Lena Mauer, Global VP, SAP Customer Data Solutions, SAP

Audience: Marketing, IT

Location: Track 3, Second Floor

Stadtwerke Bielefeld, a municipal utility and service provider, reliably supplies Bielefeld with electricity, gas, water and district heating. Take home their approach to achieving a 360° view of customers – across 4 different sectors - while prioritizing customer consent and automating sales and service processes. Hear how they took on transformation with a clear cloud strategy in mind and a focus on improving customer experience.

Session Type: Customer Success Story

Solutions: SAP Service Cloud, SAP Customer Data Solutions

Speaker:

• Claudia Ohnezorg, CX Lead, Stadtwerke Bielefeld

Audience: Service, IT

Location: Keynote/Track 1, Ground Floor

In this CX panel talk session, Robert Hiddink and Robert Geppert talk about GEA's requirements for excellent service and the challenges resulting from GEA's specific organizational structure.

GEA addresses these challenges as follows:

• Rollouts are efficiently executed through a standardized template approach
• The heterogeneous user base and their requirements for the systems are addressed through an established governance process
• The system landscape is based on SAP Service Cloud and SAP Field Service Management, which can be optionally integrated with various systems (SAP ERP, SAP Commerce Cloud, etc.)

Session Type: Partner

Solutions: SAP Service Cloud, SAP Field Service Management

Speakers:

• Robert Geppert, CEO, Reply Inc
• Robert Hiddink, CRM Governance Manager, GEA Group

Audience: Service

Location: Track 3, Second Floor

Join SAP Customer Experience for an amazing evening at THE REED. We’re gathering after SAP CX Live: Exec Connect for networking and a celebration of CX in one of Berlin’s most exciting venues. During this innovative experience, we’ll customize unique footwear live and put the ready-to-wear designs on display. Look forward to an evening full of conversations and connections with fellow execs as you check out our showcase on sustainability and personalization in fashion.

Location: THE REED