Chamber of Commerce, 7 rue Alcide de Gasperi
L-1615 Luxembourg (Luxembourg)


According to a recent Frost & Sullivan survey, 80% of customers base their choice of provider on Customer Experience; these are the trends that companies need to be aware of. Given the importance of Customer Experience in attracting and retaining customers, businesses must understand how easy it is to make important improvements.

Agenda of Episode 2: Redefining the customer experience

L-DIH talks: Redefining the customer

  • 12:00 – 12:50          Registration and lunch
  • 12:50 – 12:55            Welcome  and agenda presentation – Jean-Paul Hengen, Company Relationship Manager – ICT, Luxinnovation
  • 12:55 – 13:15            Shaping your customer’s experience in the digital age – Tobias Stolz, Country Manager, Sopra Steria PSF Luxembourg
  • 13:15 – 13:35            Redefining the customer experience for New GrowthDr. Marc Sniukas, Director Innovation & Head of the Deloitte Garage, Deloitte
  • 13:35 – 13:55           Voice of the end CustomerClaire Mammerickx, CCXP – CX Manager, Prodware
  • 13:55 – 14:15           CFL Case Study: Social Media – Client centric approach through innovation and digitalisationChristian Kettmann, CIO, CFL Group
  • 14:15 – 14:20           Wrap-up and introduction to Episode 3 – Jean-Paul Hengen, Company Relationship Manager – ICT, Luxinnovation

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L-DIH Talks - Opening Episode: Introduction and presentations13/02/2020

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L-DIH Talks - Episode 3: Adopting an agile organisation for new products19/03/2020

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