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WORKSHOP: The Customer Journey Revolution

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Factory Campus

Erkrather Strasse 401

40231 Düsseldorf

Germany

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In this afternoon session, you’ll discover how we translated service design principles and contemporary CX frameworks into a flexible customer experience research program for brands such as Volkswagen, Bosch, AB InBev, Philips Lighting and Uber. We’ll take a deep-dive into the Volkswagen case showcasing how, together with consumers, experts and business stakeholders, we co-developed ready-to-implement CX solutions.

You’ll have the chance to learn from others in small break-out sessions during which we will challenge you to rethink your current practices. And you’ll go home with your personal action list to build truly consumer-centered CX solutions.

2.00PM: Doors open
2.15PM: Welcome & introduction by Anita Peerdeman (Managing Partner InSites Consulting)
2.30PM: The Customer Journey Revolution
Taking #extreme consumer obsession, #extreme speed and #extreme creativity as springboard for creating authentic and sustainable customer experiences.
by Christophe Vergult (Managing Partner InSites Consulting) and Nina Bethmann (Research Director InSites Consulting Germany)
3.00PM: How Volkswagen takes this framework to revolutionize their digital CX practice
by Christophe Vergult (Managing Partner InSites Consulting) and Nina Bethmann (Research Director InSites Consulting Germany)
3.30PM: Interactive workshop learning from other CX professionals
4.45PM: Wrap-up and Q&A
5.00PM: Closing & networking opportunities


2.00PM: Türen geöffnet
2.10PM: Wilkommen und Einfuhrung
Anita Peerdeman (Managing Partner InSites Consulting)
2.30PM: The Customer Journey Revolution
Christophe Vergult (Managing Partner InSites Consulting) and Nina Bethmann (Research Director InSites Consulting Germany)
3.00PM: Wie Volkswagen dieses Model benutzt um die digitale CX Wirklichkeit zu optimieren
by Christophe Vergult (Managing Partner InSites Consulting) and Nina Bethmann (Research Director InSites Consulting Germany)
3.30PM: Interaktive workshop und Austeuschung mit anderen CX professionals
4.45PM: Zusammenfassung und Q&A
5.00PM: Ende & Networking Möglichkeiten

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Location

Factory Campus

Erkrather Strasse 401

40231 Düsseldorf

Germany

View Map

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