SAP Customer Experience Summit
SAP Customer Experience Summit

Meet expectations today.

Exceed them tomorrow.

 

 

May 11, 2021

10:00–14:30 CET


SAP CEE Customer Experience Live

Meet expectations today

Exceed them tomorrow

 

Understand. Engage. Deliver.

 

A great customer experience is a fundamental part of every company’s success. Different customer touchpoints and interactions contribute to an overall positive customer journey that determines whether your business will be chosen for future purchases.

 

SAP Customer Experience Summit is the must-attend Customer Experience conference bringing together industry experts, market analysts, business practitioners, and visioners. They all will guide you through the current market trends and explain how to understand your customers, engage with them and deliver personal, trusted, and connected experiences.

 

We will introduce you to the best practices, and real customer stories shared by professionals from different Central and Eastern European countries.

 

Join us for this unique digital event! Mark your calendars for the SAP Customer Experience Summit on May 11!

Who should attend?
 
Everyone who is involved in customer relations and believes that Customer Experience is the key to success. Do you represent Commerce, Sales, Service, Marketing, IT, Digital Transformation Offices? You don't want to miss it!
 
The agenda of the event will be tailored for Central and Eastern European countries: Bulgaria, Croatia, Czech Republic, Hungary, Poland, Romania, Serbia, Slovakia, Slovenia and Ukraine.
Understand your customers and engage them with hyper-personalized experiences
 
Digital transformation has never been more important for your business than right now. E-commerce became a must everywhere. Agility and hyper-personalization are the ways to succeed. Arm yourself with the tools you need to meet your customers’ expectations today and exceed them tomorrow.
Meet our speakers
Tomáš Vala
Chief Executive Officer
SIKO KOUPELNY&KUCHYNĚ
Luděk Motyčka
Regional Marketing Director, Central & Eastern Europe
GOOGLE
Edit Dudas
Head of CRM
ADIDAS RUNTASTIC
Rita Meayki
Group Head of HR Solutions
MOL GBS HUNGARY
Miša Živić
Chief Executive Officer
LEANPAY
Árpád Deák
Regional Vice President Sales & Growth
EMARSYS
Bartosz Mekier
E-Commerce & Sales Expert
SAP
Dr. Susanne O'Gorman
Global Head Customer Experience, Insights Division
KANTAR
mag. Aleš Košir, univ. dipl. ing. fiz
Head of University IT Department
UNIVERSITY OF LJUBLJANA
Mikołaj Wezdecki
Chief E-commerce Officer
EOBUWIE.PL
Janko Medja
Chief Marketing Officer, Co-Funder
LEANPAY
Anna Sidorova
Head of CRM platform
NOVUS
Arno Smolic
IT Director
ORBICO
Meet our hosts
Edyta Malesza-Malatrat
Marketing Director
SAP
Reinhard Harter
Vice President Customer Experience
SAP
Agenda
   
10:00–10:15

Welcome to our very special "Fusion Cuisine" Experience

We have gathered some best flavours and best ingredients from all over Central & Eastern Europe to serve our guests the michelin star event menu. You will find the variety truly mouth-watering!

 

Edyta Malesza-Malatrat, SAP

Reinhard Harter, SAP

10:15–10:30

How to achieve a customer-centric culture? CEE CX Market Insights.

In a climate of deep economic uncertainty, brands are not only scrutinising investment, but they are also fighting for their customers’ share-of-wallet more than ever before. This fiercely competitive environment has once more elevated the need for providing great customer experiences, and achieving a customer-centric culture has re-emerged as an important theme. The presentation draws on data and insights from CEE markets to explore the importance of customer centricity and how to achieve it.

 

Dr. Susanne O'Gorman, KANTAR

10:30–10:55

Redefining Customer Experience in the New Normal. Challenges and opportunities.

In a panel discussion, together with experts and opinion leaders in Сustomer Experience from different countries, businesses and industries, we will discuss the experiences and challenges they have faced during past months, the ways they overcome those and their vision of the way foreward. The panel will also answer questions what strategy to choose in order to achieve the best results in the field of CX.

Mikołaj Wezdecki, E-OBUWIE

Arno Smolic, ORBICO,

Ludek Motycka, GOOGLE

Dr. Susanne O'Gorman, KANTAR

  APERITIF: DARE TO DISRUPT
10:55–11:15

How Adidas Runtastic can help you stay FITTER, HEALTHIER, STRONGER thanks to hyper personalization.

 

Edit Dudás, ADIDAS RUNTASTIC

Arpad Teak, Emarsys

11:15–11:35

Can a university find a completely new business model? 

 

Aleš Košir, UNIVERSITY OF LJUBLJANA

Bartosz Mekier, SAP Customer Experience

11:35–11:45 Coffee Break | Meet our Partners & Experts   
  MAIN COURSE: LEARN FROM THE BEST
11:45–12:00

Experiences in Sports.

About self-motivation, dealing with pressure, leardership and more. Exclusive interview with Tomas Hertl, the first player born in Czech Republic to appear in an National Hockey Leauge (NHL).

12:00–12:15

A dream that led to a successful business.

The story of strong and determined people who, thanks to their principles, diligence, and reliable partners, are rightfully proud of their success. How innovation, bold solutions and customer care help businesses.

 

Tomas Vala, SIKO KOUPELNY&KUCHYNĚ

 

Power Chat - Live Q&A session

12:15–12:30

What are the benefits of knowing your customers?

A story about how customers change the brand they love and help it stay the best.

 

Anna Sidorova, NOVUS

 

Power Chat - Live Q&A session

12:30–12:45

Increasing customer value through orchestrated communication

Contextual, timely and relevant communication is key. Only convenience and relationship can top price as competitive advantage. 

 

Miša Živić, LEANPAY

Janko Medja, LEANPAY

 

Power Chat - Live Q&A session

12:45–12:55 Coffee Break | Meet our Partners & Experts
12:55–13:10

Experiences in Sports.

Personal experiences: coping with pandemic, playing on empty courts, shopping and few other things. Exclusive interview with Elina Svitolina, #5 in women tennis worldwide according to Women Tennis Assosiation (WTA) ranking for 2021

13:10–13:25

Your employees deserve the same service experience as your best customers

How not to lose contact and stay in touch with employees in the new environment. Simple solutions for complex problems when it matters most.

 

Rita Meayki, MOL GBS HUNGARY

 

Power Chat - Live Q&A session

  DESSERT: STORYTELLING
13:25–13:45

On giraffes and first dates — what should you know about building a great customer experience?

What is the difference between an OK customer experience and the great experience? A slight one. But you need to understand the ingredients of a great CX in order to be able to reproduce one. Let's dive into the world of first dates and giraffes to gain some important lessons.

 

Paweł Tkaczyk

13:45-13:55

Wrap Up & Closing 

 

Edyta Malesza-Malatrat, SAP

Reinhard Harter, SAP

13:55-14:15 Meet our Partners & Experts     
Reasons to attend
Your experience matters
 
Share your opinion, current business challenges and help us to design the agenda tailored to your needs.
It will take you just few minutes to fill in this short survey.
 
Let’s create the perfect Digital Experience.
 
SAP Customer Experience Summit

 

Mark your calendar

and join us!

 

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