Crowne Plaza Frankfurt Congress Hotel
Crowne Plaza Frankfurt Congress Hotel, Lyoner Str. 44 -48, 60528 Frankfurt am Main, Germany

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Event Date Wed Mar 25 CET - Thu Mar 26 CET (over 1 year ago)
In your timezone (EDT): Wed Mar 25 4:00am - Thu Mar 26 12:20pm
Location Crowne Plaza Frankfurt Congress Hotel
Lyoner Str. 44 -48, 60528 Frankfurt am Main, Germany
Region EMEA

The SHIFT / CX is the annual event on the change of marketing, sales and service in the customer experience era. The event discusses current trends and numerous project experiences in the realignment towards more customer orientation and customer enthusiasm in the company.

After the customer first focus in 2019, the focus in 2020 will be on the customer passion - i.e. the passion not only to put the customer at the center of all strategies and concepts, but also to let the spark jump over the organization and all employees and to inspire customers with a lot of their own enthusiasm.

Important topics are: customer focus as a strategic maxim, orchestration of experience management across all contact points, new technological possibilities for a better customer experience, and strengthening the ability and support of the organization and processes to implement the customer orientation that is practiced.


2020 Speakers


Harald Henn
Managing Director, Marketing Resultant

Nicole Holzenkamp
​​Director Brand Experience, Kolle Rebbe

Ksenia Khalina
Former Head of Global Heineken Trade & Shopper Marketing, Heineken

Phil Winters
Customer Perspective Champion, Data Whisperer, CIAgenda

Michael Wu
Chief AI Scientist, PROS


Georg Blum
Owner, 1A Relations

Marcel Böhl
Head of CRM Strategy and Service Management, ERGO Direkt

Marcel Böhl
Head of CRM Strategy and Service Management, ERGO Direkt

Lars Brodersen
Owner, CRM Verlag

Thomas Brückle
Head of Marketing, Geberit

Mirijam Kim Dies
Chatbot Project Manager | Content Marketing | SEO | Listening | Monitoring | HDI Content Campus, HDI insurance

Peter Eisele
Senior Manager Service Design, congstar

Walter Freese
Director Business Development, Interrogare

Romina Gansbühler
Junior Email Marketing Manager, Witt Group

Felix Güntzer
Strategic Growth Executive, e-bot7

Claus Hammer
Manager - One Digital Experience, Mercedes-Benz AG - Business Unit Vans

Matthias Hetsch
Head of Customer Research / CRM, Gebr. Heinemann

Amelie Höllersberger
Customer Experience Manager, LV 1871

Thorsten Ising
Lecturer & consultant for online marketing, social media and digital communication

Oliver Kleimann
Head of Customer Experience Management & Operations UK, 1 & 1 IONOS & Fasthosts

Rainer Kolm
Owner, i-CEM Institute for Customer Experience Management

Viktoria Kremer
Digital Factory, Factory Steering, Allianz Germany

Evelin Kremer
Solution Consultant, MaritzCX

Matthias Kuhn
Account Executive, - Customer Service Automation

Sascha Kuss
Director Customer Operations & Customer Experience, Weight Watchers

Marén Kutsch
Senior Manager Service Design & Processes, Congstar

Patrick Marby, Customer Experience Manager, Heidelberger Druckmaschinen

Tobias Mecke
Head of Digital Marketing & eCommerce, Auerswald

Maria Meermeier
Team Lead Customer Experience, USEEDS °

Björn Negelmann
Head of Conferences, Kongress Media

Kai Nörtemann
Marketing & Communications Manager,

Ulrike Peter
Head of Marketing + PR, Schlösserland Sachsen

Udo Pielke
Senior Email Marketing Specialist, Danish Bed Storage

Jule Rech
Digital Factory, Factory Steering, Allianz Germany

Elena Schmidt
Head of Web Excellence, SICK AG

Peter Scholzuk
Head of Email Marketing Department, Witt Group

Frederik Schröder
Managing director, knowhere

Fred Schuster
Director | Head of Digital Branch & Workplace, Deutsche Bank

Norbert Schuster
Managing Director, strike2

Michelle Skodowski
COO & Co-Founder, BOTfriends

Ivonne Sokoll
CMO, shipcloud

Björn O. Sorge
Vice President Experience Design, ProSiebenSat.1 Digital

Stefankai Spoerlein
Head of Digital Marketing CoE, Bayer Vital

Mara Ticmanis
Project Manager Digital Customer Relationship & Sales, Dr. Becker group of companies

Matthias Werner
Digital Branch & Workplace | Senior Project Manager & Product Owner, Deutsche Bank

Marion Wilken
Digital Marketing Manager, REXEL

Sponsors & Partners

2020 Sponsors and Partners

• Botfriend
• Ebot
• Freshworks
• Happy ot Not
• Interrogare
• Knowhere
• Maritz
• Useeds


• i-CEM
• Marketing Borse
• Online Marketing.De