---
title: "Ksenia Khalina: Customer Experience Marketing requires a holistic approach."
description: "Ksenia Khalina erklärt, worum es in ihrer Keynote auf der Shift / CX 2020 geht, und gibt fünf wichtige Empfehlungen für den Umgang mit dem Wandel in der Gestaltung der Kundenerfahrung."
canonical_url: "https://www.shiftcx.de/blog/ksenia-khalina-customer-experience-marketing-requires-a-holistic-approach.html"
published: "2020-01-15"
updated: "2026-09-04"
language: "de"
content_type: "Article"
publisher: ""
---

# Ksenia Khalina: Customer Experience Marketing requires a holistic approach.

**Datum:** 15.01.2020
**Autor:** Team Redaktion
**Kategorien:** Interview, Customer Centricity Maxime & Strategie, Trend-Analyse, Customer Journey & Experience Management, #shiftcx20 interviews

Ksenia Khalina erklärt, worum es in ihrer Keynote auf der Shift / CX 2020 geht, und gibt fünf wichtige Empfehlungen für den Umgang mit dem Wandel in der Gestaltung der Kundenerfahrung.

Digital networking continues to advance and a holistic customer experience, which is coordinated across all channels, is more important than ever today. The omnichannel age has entered. With Shift/CX 2020 in Frankfurt am Main, this change in marketing, sales and service can be actively shaped. In addition to the ideal opportunity of experience exchange, the specialist conference offers various project experience reports, special keynotes, deep-dive workshops and in-depth discussions on the subject of "Customer Passion". We have invited Ksenia Khalina, former Head of Global Trade & Shopper…