Independent Chief Customer Officer, Keynote Speaker & Columnist, #ValueEnhancer
12:45 – 13:15
Start with the customer and work backwards to the customer experience and new work
Stage: 70s STAGE
Format: Power presentation
Track: Cultural Change
What exactly is customer centricity? Software? Marketing? Services? Business models? Products? Touchpoints? Organisational development? All these factors play a role in customer centricity. However, customer centricity consists primarily of one thing: leadership. Working for people. And with people. It’s the way companies, together with their employees, design the relationship to their customers. Or not.
14:15 – 14:45
New Work, Rio, Tokyo – – Total Customer Experience encounters New Work
Johannes Ceh | Independent Chief Customer Officer, Sigurd Jaiser | sipgate GmbH, Sascha Hartmann | Design Offices
Stage: URBAN STAGE
Format: Talk
Track: Cultural Change
Do we really have to look that far to find examples of best practice for New Work? No. Because with Design Offices and Sipgate, two international pioneers from Germany are available and willing to provide answers – answers to the questions about tools, spaces, processes and cultures. Johannes Ceh will ask these questions and, together with the panel participants, will find the answers to why a CX also needs EX and what role the approaches of New Work offer in this regard.
Profile
Johannes Ceh supports companies in adapting digitalisation to meet the needs of customers and staff members. He is a keynote speaker and consultant for topics such as the “age of the customer”, new forms of collaboration and digital responsibility. After many years at Sport1, SKY, Springer & Jacoby, BMW, Daimler, JungvonMatt and Ogilvy, he is currently working on a book on “The Age of the Customer” and the associated corporate transformations.