Extbase Variable Dump
array(8 items)
   speakers => array(20 items)
      0 => Xms\XmsAgendamanager\Domain\Dto\Speakerprototypeobject
         media => publicarray(1 item)
            0 => TYPO3\CMS\Core\Resource\FileReferenceprototypeobject
               propertiesOfFileReference => protectedarray(44 items)
                  uid => 55712 (integer)
                  pid => 12102 (integer)
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                  tablenames => 'tx_xmsagendamanager_domain_model_expert' (39 chars)
                  fieldname => 'media' (5 chars)
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                  table_local => 'sys_file' (8 chars)
                  title => NULL
                  description => NULL
                  alternative => NULL
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                     },"selectedRatio":"NaN","focusArea":null},"mobile":{"cropArea":{"x":0,"y":0,
                     "width":1,"height":1},"selectedRatio":"NaN","focusArea":null}}
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originalFile => protectedTYPO3\CMS\Core\Resource\Fileprototypeobject updatedProperties => protectedarray(empty) metaDataAspect => privateNULL properties => protectedarray(15 items) uid => 588520 (integer) pid => 0 (integer) missing => 0 (integer) type => '2' (1 chars) storage => 1 (integer) identifier => '/images/referenten/Referenten2025/Dolle_Ulrike25.jpg' (52 chars) identifier_hash => '2f56d94b339b968f7c2f24649a2f4917a9b0097c' (40 chars) extension => 'jpg' (3 chars) mime_type => 'image/jpeg' (10 chars) name => 'Dolle_Ulrike25.jpg' (18 chars) sha1 => '36972dbb4d9fb41e5c641db1a05abf8ddcc0c207' (40 chars) size => 81553 (integer) creation_date => 1764690494 (integer) modification_date => 1764690494 (integer) folder_hash => 'e6597f02b9fdc3d5e8dd2319549dabd35b340910' (40 chars) storage => protectedTYPO3\CMS\Core\Resource\ResourceStorageprototypeobject driver => protectedTYPO3\CMS\Core\Resource\Driver\LocalDriverprototypeobjectmax depth storageRecord => protectedarray(16 items)max depth configuration => protectedarray(3 items)max depth fileProcessingService => protectedTYPO3\CMS\Core\Resource\Service\FileProcessingServiceprototypeobjectmax depth evaluatePermissions => protectedFALSE fileMounts => protectedarray(empty)max depth userPermissions => protectedarray(empty)max depth capabilities => protected15 (integer) eventDispatcher => protectedTYPO3\CMS\Core\EventDispatcher\EventDispatchersingletonobjectmax depth processingFolder => protectedTYPO3\CMS\Core\Resource\Folderprototypeobjectmax depth processingFolders => protectedarray(1 item)max depth isOnline => protectedTRUE isDefault => protectedTRUE fileAndFolderNameFilters => protectedarray(1 item)max depth identifier => protected'/images/referenten/Referenten2025/Dolle_Ulrike25.jpg' (52 chars) name => protected'Dolle_Ulrike25.jpg' (18 chars) deleted => protectedFALSE mergedProperties => protectedarray(empty)
uid => public6217 (integer) name => public'Ulrike Dolle' (12 chars) lastName => public'Dolle' (5 chars) company => public'ADM Institut' (12 chars) position => public'Geschäftsführerin & Service Excellence Expertin' (47 chars) description => public'<p>Ulrike Dolle begleitet Organisationen ganzheitlich zur Kundenbegeisterung
             durch Service Excellence. Sie nimmt die Mitarbeitenden der gesamten Organis
            ation Schritt für Schritt und abteilungsübergreifend mit und etabliert behut
            sam ein Begeisterungs-Mindset.</p> <p>Zu ihren Kunden gehören Konzerne und
            Unternehmen des Mittelstandes. Allen gemeinsam ist die Leidenschaft, ihr Bes
            tes und noch viel mehr für ihre Kunden zu geben.</p>
' (432 chars) pathSegment => public'/ulrike-dolle' (13 chars) exclosure => public0 (integer) listExclosure => public0 (integer) priority => public200 (integer) gender => public'female' (6 chars) mediaCount => public1 (integer) bizProfileUrl => public'https://www.linkedin.com/in/ulrikedolle/' (40 chars) promoLinkUrl => public'https://adm-institut.de/' (24 chars) email => publicNULL contactData => publicNULL crmId => public17184 (integer) role => publicNULL sortOrder => public0 (integer)
1 => Xms\XmsAgendamanager\Domain\Dto\Speakerprototypeobject media => publicarray(1 item) 0 => TYPO3\CMS\Core\Resource\FileReferenceprototypeobject propertiesOfFileReference => protectedarray(44 items) uid => 55506 (integer) pid => 12805 (integer) tstamp => 1741337140 (integer) crdate => 1741244685 (integer) cruser_id => 0 (integer) deleted => 0 (integer) hidden => 0 (integer) t3ver_oid => 0 (integer) t3ver_wsid => 0 (integer) t3ver_state => 0 (integer) t3ver_stage => 0 (integer) sys_language_uid => 0 (integer) l10n_parent => 0 (integer) l10n_diffsource => NULL uid_local => 586714 (integer) uid_foreign => 7611 (integer) tablenames => 'tx_xmsagendamanager_domain_model_expert' (39 chars) fieldname => 'media' (5 chars) sorting_foreign => 1 (integer) table_local => 'sys_file' (8 chars) title => NULL description => NULL alternative => NULL link => '' (0 chars) crop => '{"default":{"cropArea":{"x":0,"y":0,"width":1,"height":1},"selectedRatio":"N
                     aN","focusArea":null},"tablet":{"cropArea":{"x":0,"y":0,"width":1,"height":1
                     },"selectedRatio":"NaN","focusArea":null},"mobile":{"cropArea":{"x":0,"y":0,
                     "width":1,"height":1},"selectedRatio":"NaN","focusArea":null}}
' (290 chars) autoplay => 0 (integer) l10n_state => NULL showinpreview => 0 (integer) tx_t3sbootstrap_extra_class => '' (0 chars) tx_t3sbootstrap_extra_imgclass => '' (0 chars) tx_t3sbootstrap_hover_effect => '' (0 chars) tx_t3sbootstrap_lazy_load => 0 (integer) tx_t3sbootstrap_description_align => '' (0 chars) tx_t3sbootstrap_copyright => '' (0 chars) tx_t3sbootstrap_copyright_color => '' (0 chars) tx_t3sbootstrap_copyright_source => '' (0 chars) tx_t3sbootstrap_imgtag => 0 (integer) tx_t3sbootstrap_picture_variants => 0 (integer) tx_t3sbootstrap_media_width => '' (0 chars) tx_t3sbootstrap_shift_vertical => 0 (integer) tx_t3sbootstrap_shift_horizontal => 0 (integer) tx_t3sbootstrap_video_ratio => '' (0 chars) tx_xmsevents_context => '' (0 chars) media_context => 'profile' (7 chars)
originalFile => protectedTYPO3\CMS\Core\Resource\Fileprototypeobject updatedProperties => protectedarray(empty) metaDataAspect => privateNULL properties => protectedarray(15 items) uid => 586714 (integer) pid => 0 (integer) missing => 0 (integer) type => '2' (1 chars) storage => 1 (integer) identifier => '/images/referenten/Referenten2025/Erkens_Heinrich.jpg' (53 chars) identifier_hash => 'f661a4d01a7dcb743c8d59dfd28cfc85239da3cd' (40 chars) extension => 'jpg' (3 chars) mime_type => 'image/jpeg' (10 chars) name => 'Erkens_Heinrich.jpg' (19 chars) sha1 => 'a12ea2ac2df0efb504325218b5436c2082249983' (40 chars) size => 69882 (integer) creation_date => 1741244665 (integer) modification_date => 1741244665 (integer) folder_hash => 'e6597f02b9fdc3d5e8dd2319549dabd35b340910' (40 chars) storage => protectedTYPO3\CMS\Core\Resource\ResourceStorageprototypeobjectsee above identifier => protected'/images/referenten/Referenten2025/Erkens_Heinrich.jpg' (53 chars) name => protected'Erkens_Heinrich.jpg' (19 chars) deleted => protectedFALSE mergedProperties => protectedarray(empty)
uid => public7611 (integer) name => public'Heinrich Erkens' (15 chars) lastName => public'Erkens' (6 chars) company => public'CXecutives' (10 chars) position => public'Gründer & Geschäftsführer' (25 chars) description => public'<p>Heinrich Erkens unterstützt sein 20 Jahren den Mittelstand bei der Prozes
            s- und Ergebnisoptimierung und seit 2020 mit einem speziellen Fokus auf die
            Customer Experience. Bislang hat er über 120 Projekte erfolgreich durchgefüh
            rt, für die er auch schon einige Auszeichnungen bekommen hat: Red Dot, Fress
            napf Innovation Award, EURO Bike Award und den German Innovation Award.</p>
             <p>Sein Claim: Customer Experience in Profit verwandeln mit der Six2CX®-Met
            hode.</p>
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                     aN","focusArea":null},"tablet":{"cropArea":{"x":0,"y":0,"width":1,"height":1
                     },"selectedRatio":"NaN","focusArea":null},"mobile":{"cropArea":{"x":0,"y":0,
                     "width":1,"height":1},"selectedRatio":"NaN","focusArea":null}}
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originalFile => protectedTYPO3\CMS\Core\Resource\Fileprototypeobject updatedProperties => protectedarray(empty) metaDataAspect => privateNULL properties => protectedarray(15 items) uid => 587261 (integer) pid => 0 (integer) missing => 0 (integer) type => '2' (1 chars) storage => 1 (integer) identifier => '/images/referenten/Referenten2025/Markus_Frengel.png' (52 chars) identifier_hash => '41260af01d246b0265bc18b40bd24d3da641f4d9' (40 chars) extension => 'png' (3 chars) mime_type => 'image/png' (9 chars) name => 'Markus_Frengel.png' (18 chars) sha1 => '44bd10e24d03747c6d060e1b5409a78c1664b4b5' (40 chars) size => 772718 (integer) creation_date => 1749570074 (integer) modification_date => 1749570074 (integer) folder_hash => 'e6597f02b9fdc3d5e8dd2319549dabd35b340910' (40 chars) storage => protectedTYPO3\CMS\Core\Resource\ResourceStorageprototypeobjectsee above identifier => protected'/images/referenten/Referenten2025/Markus_Frengel.png' (52 chars) name => protected'Markus_Frengel.png' (18 chars) deleted => protectedFALSE mergedProperties => protectedarray(empty)
uid => public7736 (integer) name => public'Markus Frengel' (14 chars) lastName => public'Frengel' (7 chars) company => public'LoyaltyEffect' (13 chars) position => public'Geschäftsführer' (15 chars) description => public'<p>CX- und BPO-Profi aus Leidenschaft -Markus Frengel ist ein Pionier der Br
            anche mit 30 Jahren Erfahrung im Service &amp; Sales Management speziell in
            den Banken/Versicherungs-,Telekommunikations- und Energiebranchen. Er ist se
            it mehr als 15 Jahren Unternehmensberater im CX-Management, für zahlreiche d
            eutsche Banken im Managed Outsourcing Business erfolgreich tätig und hat umf
            assende BPO-Erfahrung im In- und Ausland vom Aufbau bis zur Restrukturierung
             von Service Centern. Im Immobilien-Management hat er ebenfalls umfassende E
            rfahrungen und Kenntnisse.<br />Markus Frengel ist Mit-Initiator der staatli
            ch anerkannten Ausbildungsberufe “Kaufmann/-frau für Dialogmarketing” und “S
            ervicekraft Telefonmarketing”- und engagiert in der Nachwuchsförderung im Ku
            ndenservice.</p>
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                     aN","focusArea":null},"tablet":{"cropArea":{"x":0,"y":0,"width":1,"height":1
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                     "width":1,"height":1},"selectedRatio":"NaN","focusArea":null}}
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originalFile => protectedTYPO3\CMS\Core\Resource\Fileprototypeobject updatedProperties => protectedarray(empty) metaDataAspect => privateNULL properties => protectedarray(15 items) uid => 588273 (integer) pid => 0 (integer) missing => 0 (integer) type => '2' (1 chars) storage => 1 (integer) identifier => '/images/referenten/RagnaGhoreishi.jpeg' (38 chars) identifier_hash => 'bab0dc60c710e94abcd4a949dd7db63bab20329e' (40 chars) extension => 'jpeg' (4 chars) mime_type => 'image/jpeg' (10 chars) name => 'RagnaGhoreishi.jpeg' (19 chars) sha1 => 'afa35627da3f017926bdfbfe7cb2921df28075d4' (40 chars) size => 76163 (integer) creation_date => 1759760279 (integer) modification_date => 1759760279 (integer) folder_hash => '310661235ff4dce0a4027666961d194766753daa' (40 chars) storage => protectedTYPO3\CMS\Core\Resource\ResourceStorageprototypeobjectsee above identifier => protected'/images/referenten/RagnaGhoreishi.jpeg' (38 chars) name => protected'RagnaGhoreishi.jpeg' (19 chars) deleted => protectedFALSE mergedProperties => protectedarray(empty)
uid => public7807 (integer) name => public'Ragna Ghoreishi' (15 chars) lastName => public'Ghoreishi' (9 chars) company => public'Salesforce' (10 chars) position => public'Account Executive Service Cloud & Field Service' (47 chars) description => public'<p>Ragna Ghoreishi ist CX- und Customer-Service-Transformationsexpertin, die
             Führungsteams dabei unterstützt, Serviceorganisationen mit human-first, age
            ntischen KI-Lösungen zu modernisieren.<br />Nach leitenden Stationen bei IBM
             Digital Sales (CX/Operations, u. a. frühe Conversational-AI-Projekte mit Wa
            tson) und als Vice President Customer Success &amp; Service bei einem B2B Sa
            aS Scaleup der Media &amp; Entertainment Industrie berät sie heute als C-Lev
            el-Advisor bei Salesforce zu KI-gestützter Service-Exzellenz.<br />Sie ist a
            ußerdem Gründerin von ragnadigital, Perplexity Business Fellow sowie Host de
            s Podcasts „Transformative Brews“ und Autorin des Newsletters „LoopedIn by R
            agna“.<br />&nbsp;</p>
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                     aN","focusArea":null},"tablet":{"cropArea":{"x":0,"y":0,"width":1,"height":1
                     },"selectedRatio":"NaN","focusArea":null},"mobile":{"cropArea":{"x":0,"y":0,
                     "width":1,"height":1},"selectedRatio":"NaN","focusArea":null}}
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originalFile => protectedTYPO3\CMS\Core\Resource\Fileprototypeobject updatedProperties => protectedarray(empty) metaDataAspect => privateNULL properties => protectedarray(15 items) uid => 587273 (integer) pid => 0 (integer) missing => 0 (integer) type => '2' (1 chars) storage => 1 (integer) identifier => '/images/referenten/Referenten2025/Gluesenkamp_Judith_2025.jpg' (61 chars) identifier_hash => 'e86d1a879b83e48a8e33aaa8579bfd702fcc904d' (40 chars) extension => 'jpg' (3 chars) mime_type => 'image/jpeg' (10 chars) name => 'Gluesenkamp_Judith_2025.jpg' (27 chars) sha1 => '9fde0bdfcd561306f8bc92bb0a92b5362035ce77' (40 chars) size => 872151 (integer) creation_date => 1750079126 (integer) modification_date => 1750079126 (integer) folder_hash => 'e6597f02b9fdc3d5e8dd2319549dabd35b340910' (40 chars) storage => protectedTYPO3\CMS\Core\Resource\ResourceStorageprototypeobjectsee above identifier => protected'/images/referenten/Referenten2025/Gluesenkamp_Judith_2025.jpg' (61 chars) name => protected'Gluesenkamp_Judith_2025.jpg' (27 chars) deleted => protectedFALSE mergedProperties => protectedarray(empty)
uid => public6556 (integer) name => public'Dr. Judith Glüsenkamp' (21 chars) lastName => public'Glüsenkamp' (10 chars) company => public'MSR Consulting Group' (20 chars) position => public'Partnerin' (9 chars) description => public'<p>Dr. Judith Glüsenkamp ist Partnerin &amp; Expertin für Customer Experienc
            e Management bei der MSR Consulting Group. Ihr thematischer Schwerpunkt ist
            das Beraten, Begleiten und Coachen von Unternehmen, Führungskräften und Mita
            rbeiter im Kontext Kundenorientierung. Aufbauend auf verschiedenen Analysen
            und Datenquellen (z.B. Kundenfeedbacks, Nutzerverhalten oder Mitarbeiterbefr
            agungen) arbeitet Frau Dr. Glüsenkamp gemeinsam mit den Mitarbeiter an Mögli
            chkeiten zur Optimierung der Customer Centricity. Als Psychologin und zertif
            izierte Trainerin (INSEAD, persolog, PSZ) bringt sie umfassendes Fachknowhow
            , aber auch die nötige praktische Erfahrung in der Begleitung von Organisati
            ons- und Personalentwicklung mit.</p>
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            tal und seit mehr als 20 Jahren in der CRM- und Customer-Experience-Transfor
            mation tätig. Sie begleitet B2B wie auch B2C Unternehmen dabei, Marketing, C
            ommerce, Sales und Service strategisch, technologisch und organisatorisch ne
            u auszurichten – mit besonderem Fokus auf Salesforce sowie Daten- und AI-ges
            tützte Kundenprozesse. Ihr besonderer Schwerpunkt liegt darauf, Unternehmen
            von kampagnenorientierten Marketing-Setups zu adaptiven, datengetriebenen Ex
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            -Systemen, Marketing-Automation und digitalem Dokumentenmanagement. Ihr Schw
            erpunkt liegt darauf, Marketing, Vertrieb und Service so zu verknüpfen, dass
             Kundenerlebnisse über alle Touchpoints hinweg konsistent, relevant und auto
            matisiert gestaltet werden können. In ihrem Beitrag zeigt sie auf, wie Unter
            nehmen den Wandel von klassischen, kampagnengetriebenen Marketingprozessen h
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            men 2026 besonders wichtig werden, um Kund:innen wirklich in den Mittelpunkt
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            tenanalyst, Sales-Consultant, Head of Sales oder Partner Manager für Marketi
            ng und Marketing Technology Lösungen arbeitet er mit Partnern und Kunden dar
            an, Ihre Marketingkommunikation jeden Tag besser und wertvoller zu machen.</
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            mals junokai) sowie in leitenden Funktionen bei großen Contact-Center-Dienst
            leistern. Sein Schwerpunkt liegt auf der Umsetzung moderner Service- und Tec
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            ck auf praktische Machbarkeit.<br />&nbsp;</p>
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SHIFT/CX: Shift/CX Convention 2026 - Digital-Ticket

ReferentInnen

Ulrike Dolle
Ulrike Dolle

Geschäftsführerin & Service Excellence Expertin , ADM Institut

Heinrich Erkens
Heinrich Erkens

Gründer & Geschäftsführer , CXecutives

Markus Frengel
Markus Frengel

Geschäftsführer , LoyaltyEffect

Ragna Ghoreishi
Ragna Ghoreishi

Account Executive Service Cloud & Field Service , Salesforce

Dr. Judith Glüsenkamp
Dr. Judith Glüsenkamp

Partnerin , MSR Consulting Group

Maurice Gonzenbach
Maurice Gonzenbach

Co-Founder , Caplena

Dr. Michaela Hamori-Satzinger
Dr. Michaela Hamori-Satzinger

Managing Director DACH , Astound Digital

Sandra Karau
Sandra Karau

Marketingmanager , gid Gesellschaft für innovative Datenverarbeitungssysteme

Matthias Klumpe
Matthias Klumpe

Partner Manager , Elaine technologies

Jonas Leismann
Jonas Leismann

Partner , RUF Beratung

Tina Lilje
Tina Lilje

Head of CX , Xenadi

Thomas Maiwald-Immer
Thomas Maiwald-Immer

Managing Director DACH/PL , QuestionPro

Sebastian McClintock
Sebastian McClintock

Head of Customer Experience , Ratepay

Björn Negelmann
Björn Negelmann

Head of Content & Conferences , Kongress Media

Dr. Peter Pirner
Dr. Peter Pirner

CX Advisor, Speaker, Author, Podcast Host (CX-Talks) and Lecturer , www.cx-talks.com

Sergej Plovs
Sergej Plovs

Managing Director , Vision11

Dirk Schallhorn
Dirk Schallhorn

Kundenbegeisterer, Executive Key Account Manager , BSI

Stefanie Tomaszewicz
Stefanie Tomaszewicz

Gründerin , cosmogony.de

Gregorio Uglioni
Gregorio Uglioni

Associate Partner bei Forward Partners AG , Keynote-Speaker & Podcast-Host

Michael Werkle
Michael Werkle

Interim Management , Consulting

Programm 2025 / Frankfurt

Sie befinden sich im Archiv. Diese Inhalte sind bereits vergangen.
EINFÜHRUNG
09:00 Uhr

CX Management im Umbruch – Trendthemen für die Projektausrichtung 2026

  • CX-Management 2026: KI-Integration, Silos überwinden, datenbasierte Entscheidungen – Strategien für B2B und Enterprise.
DISKUSSION
09:30 Uhr

Vom Journey Mapping & Insights Dashboards zum CX Operating Model

  • Datenintegration und KI als Schlüssel zur Transformation von CX-Teams: Strategien zur Überwindung von Silos und Optimierung von Prozessen.
Diskussion:Björn Negelmann, Head of Content & Conferences, Kongress Media Dr. Judith Glüsenkamp, Partnerin, MSR Consulting Group Ragna Ghoreishi, Account Executive Service Cloud & Field Service, Salesforce Gregorio Uglioni, Associate Partner bei Forward Partners AG, Keynote-Speaker & Podcast-Host Maurice Gonzenbach, Co-Founder, Caplena Tina Lilje, Head of CX, Xenadi
SHOWFORMAT
10:30 Uhr

CX im Mittelstand & Herausforderungen 2026

  • CX im Mittelstand: KI-Integration, Prozessoptimierung und messbare CX-Initiativen für steigende Kundenerwartungen und Kostendruck.
Sprecher/in:Björn Negelmann, Head of Content & Conferences, Kongress Media Heinrich Erkens, Gründer & Geschäftsführer, CXecutives Thomas Maiwald-Immer, Managing Director DACH/PL, QuestionPro
DISKUSSION
10:45 Uhr

Service Exzellenz im Spannungsfeld von Agentic Automation & Human Touch

  • KI im Kundenservice: Balance zwischen Automatisierung und menschlichem Kontakt für bessere Servicequalität und Mitarbeiter-Enablement.
Diskussion:Björn Negelmann, Head of Content & Conferences, Kongress Media Ulrike Dolle, Geschäftsführerin & Service Excellence Expertin, ADM Institut Markus Frengel, Geschäftsführer, LoyaltyEffect Jonas Leismann, Partner, RUF Beratung Sebastian McClintock, Head of Customer Experience, Ratepay
DISKUSSION
11:35 Uhr

CX Lernen in Podcasts: Service Arena & CX Talks

  • Podcasts als Lerninstrument: Praxisnahe Einblicke in CX-Transformationen und technologische Herausforderungen im Kundenservice.
Diskussion:Björn Negelmann, Head of Content & Conferences, Kongress Media Stefanie Tomaszewicz, Gründerin, cosmogony.de Michael Werkle, Interim Management, Consulting Dr. Peter Pirner, CX Advisor, Speaker, Author, Podcast Host (CX-Talks) and Lecturer, www.cx-talks.com
DISKUSSION
11:40 Uhr

Von der kampagnenorientierten Marketing Automation zum Adaptive Experience Management

  • Adaptive Experience Management: Von monologischen Kampagnen zu dialogischen Interaktionen durch KI und Datensilo-Auflösung.
Diskussion:Björn Negelmann, Head of Content & Conferences, Kongress Media Dr. Michaela Hamori-Satzinger, Managing Director DACH, Astound Digital Sandra Karau, Marketingmanager, gid Gesellschaft für innovative Datenverarbeitungssysteme Sergej Plovs, Managing Director, Vision11 Dirk Schallhorn, Kundenbegeisterer, Executive Key Account Manager, BSI Matthias Klumpe, Partner Manager, Elaine technologies
SPECIAL
12:30 Uhr

Ausblick: Themen & Termine der Shift/CX 2026

  • Was erwartet die CX-Community im kommenden Jahr? Ein Ausblick auf die Themen, Formate und Schwerpunkte der Shift/CX Konferenzwoche 2026.
Sprecher/in:Björn Negelmann, Head of Content & Conferences, Kongress Media
TOWNHALL
12:40 Uhr
Ausklang & Networking: Eure Themen für 2026 im Erfahrungsaustausch
ENDE
13:10 Uhr
Konferenzende
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