Customer Community MEE
Look forward to exchanging ideas with like-minded people and discovering new application experiences. Network with SAP experts and learn all about the latest updates and strategies for the Customer Experience portfolio.
General Information
When?
Where?
Who?
Tuesday, 20th October 2026
& Wednesday, 21st October 2026
SAP Österreich GmbH
Lassallestraße 7b
1020 Wien
Austria
all MEE SAP Customer Experience Customers
(Sales & Service Cloud, Engagement Cloud, Marketing Cloud, Commerce Cloud)
Please note that this event will be conducted entirely in English. No live translation or interpretation services will be provided.
Agenda
Tuesday, 20th October 2026
Let's start with networking, share experiences, and spark new ideas in a relaxed atmosphere before the official agenda begins. Not had your lunch? No worries. You’ll have the opportunity to enjoy delicious food while meeting other fantastic customers and connecting with SAP experts.
Get ready for a warm welcome from our three fabulous moderators and organizers! They'll be your guides for the day, ensuring you have a fantastic experience while also sharing a few important housekeeping tips.
Hannah Bal
Customer Success Partner CX Customer Experience
SAP
Olga Jilibert
Regional VP CX Customer Success MEE
SAP
Our introduction session offers you the chance to get to know fellow attendees. Encounter a diverse group of individuals who share your passion for customer experience. Together, we'll create an atmosphere of dialogue and collaboration.
Artificial intelligence and agentic technologies are reshaping the way businesses engage with customers — transforming not just the tools we use, but the roles we play and the skills we need. Drawing on recent customer research, this session explores the key shifts already underway: which job functions and technology categories are evolving fastest, what new competencies are emerging, and how forward-thinking organisations are turning these changes into a competitive advantage. The goal? To show that when AI is done right, the result isn't less human — it's more.
Alex Timlin
Chief CRM and Customer Experience Expert
SAP
Andrea Kevesdi
PA to Head of CX CEE
SAP
Philipp Haspel
CX Strategic Advisor/ Presales Expert
SAP
Faced with an urgent need to redesign its customer service operations, our customer chose an AI-driven approach. This customer success story explores how the team turned that disruption into an opportunity - building and integrating a production-ready voice AI agent with its enterprise systems. Discover the evaluation process, implementation journey, and key lessons learned.
Justus Morisse
Enterprise Account Executive
Parloa
Start by taking advantage of the networking opportunity to connect with fellow professionals who share your passion for customer experience. Exchange ideas and form partnerships that will benefit you in the long run. Afterwards, you can proceed to the hotel check-in and settle into your accommodations to prepare for the dinner.
Look forward to a relaxed group dinner at the Stadtwirt. Enjoy delicious cuisine in a welcoming atmosphere while having the opportunity to connect with fellow participants. This evening provides the perfect chance to reflect on the day's experiences and forge new connections in a pleasant setting.
Stadtwirt, Untere Viaduktgasse 45, 1030 Wien
Agenda
Wednesday, 21st October 2026
Start your day with a delicious breakfast while engaging in stimulating conversations with fellow attendees. This relaxed setting offers a perfect opportunity to connect over coffee, share insights, and build relationships that could enhance your professional journey.
Hannah Bal
Customer Success Partner CX Customer Experience
SAP
Olga Jilibert
Regional VP CX Customer Success MEE
SAP
How do you create one shared customer view across 70+ highly autonomous business units? Trifork shares its journey from a fragmented CRM landscape to one common platform – and the lessons learned along the way. Discover why successful CRM transformation is about more than technology: it’s about people, adoption, and creating a strong foundation for collaboration and growth.
Juliane Laske
Head of Sales SAP
Trifork
Lasse Nyhus Stenholt
Lead Consulting
Trifork
Antonia Antunes
Customer Experience Solution Advisor EMEA & MEE Lead
SAP
Engagement Cloud
Dominik Hajda
Product Manager
SAP
Sales & Service Cloud
Emmanuel Desert
VP and Chief Customer Officer SAP Sales & Service Cloud
SAP
Commerce Cloud
Jean-Michel Saas
Product Lead SAP Commerce Cloud
SAP
Loyalty & Promotion
Yaron Gur-Ari
Product Lead
SAP
During the lunchbreak, you'll have the chance to enjoy delicious food while meeting other fantastic clients and connecting with SAP experts. It's the perfect time to network, share experiences, and spark new ideas!
Marko Crnković
UG IT Manager Shoppster e-commerce Development Director
United Group d.o.o
Field sales teams face more pressure than ever to deliver results with less time and fewer resources. In this session, see how Donna, a proactive AI assistant, turns SAP Sales Cloud into a screenless experience by capturing and surfacing customer data via voice instead of forms. Learn how Ostermann moved to a CRM that works for the rep rather than the other way around. We cover how field teams capture field intelligence like never before, fix their CRM adoption problem, and free sellers from admin so they spend more time with customers, and generate more revenue.
Gerd Terhardt
Head of IT
Rudolf Ostermann GmbH
Jules Hauspy
Head of Sales EMEA
Donna
Our moderators will wrap up the day with a recap of the key highlights and give you a sneak peek into what’s next. It’ll be a perfect way to tie everything together and set the stage for future adventures!
Our Sponsoringpartners
All for One
All for One Customer Experience is an innovative IT service company within the All for One Group. Its mission is to make companies more successful, faster and more digital based on modern cloud software solutions. As a customer experience expert and SAP Platinum Partner, All for One Customer Experience provides its customers with innovative solutions from the cloud. These support them in building sustainable, strong and trustful customer relationships.
Donna
Field teams have been overlooked for too long, until now. Meet Donna: the proactive AI assistant delivering hyper-personalized briefings, capturing every detail, and killing the admin time. This means faster execution, stronger CRM adoption, and more win, without longer hours. Happier, sharper teams start now with more coaching and actionable field insights. Donna is a preferred SAP partner for Sales & Service Cloud.
Parloa
Parloa is a leading AI company redefining customer service through the use of AI Agents. With Parloa’s AI Agent Management Platform, companies can securely create, test, and scale millions of powerful AI Agents. These agents engage in natural, personalized conversations with every customer, delivering an exceptional customer experience.
Some of the world’s most renowned enterprise companies trust Parloa to better connect with their customers, increase satisfaction, strengthen customer loyalty, and unlock new revenue opportunities.
Parloa was founded by Malte Kosub and Stefan Ostwald. Today, around 380 employees across its locations in Berlin, Munich, and New York are shaping the future of customer communications.
Speakers
Gerd Terhardt
CIO
Rudolf Ostermann GmbH
Jules Hauspy
Head of Sales EMEA
Donna
Hannah Bal
Customer Success Partner CX Customer Experience
SAP
Juliane Laske
Head of Sales SAP
Trifork
Lasse Nyhus Stenholt
Lead Consultant
Trifork
Marko Crnković
UG IT Manager Shoppster e-commerce Development Director
United Group d.o.o
Olga Jilibert
Regional VP Customer Success, CX, MEE
SAP
Dominik Hajda
Product Manager
SAP
Jean-Michel Saas
Product Lead SAP Commerce Cloud
SAP
Emmanuel Desert
VP and Chief Customer Officer SAP Sales & Service Cloud
SAP
Antonia Antunes
Customer Experience Solution Advisor EMEA & MEE Lead
SAP
Andrea Kevesdi
PA to Head of CX CEE
SAP
Philipp Haspel
CX Strategic Advisor/ Presales Expert
SAP
Yaron Gur-Ari
Product Lead
SAP
Hotel recommendations
grätzlhotel Karmelitermarkt
28 min walk to the event
9 min by car
Ruby Sofie Hotel Vienna by IHG
35 min to walk to the event
9 min by car
Mercure Grand Hotel Biedermeier Wien
40 min walk to the event
11 min by car
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