Event: How companies can increase customer satisfaction and generate business impact
How companies can increase customer
satisfaction and generate business impact
Customer satisfaction as key driver to achieve measurable results
In der aktuell herausfordernden wirtschaftlichen Lage wird das Kundenerlebnis zunehmend zu einem entscheidenden Faktor, um sich vom Wettbewerb zu differenzieren, Kunden langfristig zu binden und zu stabil zu wachsen. Vor diesem Hintergrund laden die Spanische Handelskammer in Deutschland und ihr Partnerunternehmen KPMG Sie ein, den wahren Wert von Kundenerlebnissen und den damit verbundenen Effekten auf die Kundenzufriedenheit und den wirtschaftlichen Unternehmenserfolg zu verstehen.
Im Laufe der Veranstaltung werden wir gemeinsam mit Vertretern ausgewählter Unternehmen diskutieren, wie Unternehmen ihre Geschäftsmodelle gezielter auf Erwartungen und Bedarf von Kunden ausrichten können, um Kundenerlebnisse zu schaffen, die die Kundenzufriedenheit steigern, Loyalität fördern und messbar zum wirtschaftlichen Unternehmenserfolg beitragen. Die Agenda beinhaltet ebenfalls Beispiele aus der Praxis, better practices sowie reale Strategien aus verschiedenen Branchen.
Ganz gleich, ob Sie eine Führungskraft, ein Customer Experience-Experte oder Teil eines Teams sind, das die Kundenbeziehungen verbessern möchte – diese Veranstaltung bietet Ihnen praktische Erkenntnisse und Inspiration, um den Ansatz Ihres Unternehmens zu optimieren. Eine einzigartige Gelegenheit, wertvolle Einblicke zu gewinnen, von den Erfahrungen internationaler Führungskräfte zu lernen und hochkarätige Kontakte im Herzen Kölns zu knüpfen.
REGISTRIERUNG
PROGRAMM
Reception
14.30h – 15.00h
Welcome and Introduction
15.00h
Fernando Silva, President of the Spanish Chamber of Commerce in Germany
How Customer Experience Management increases Customer Satisfaction and drives Business Impact
15.10h
Peter Deubler, Senior Manager, Prokurist Performance & Strategy, KPMG Deutschland
Marius Pieper, Senior Manager, Performance & Strategy, KPMG Deutschland
Case Study BBVA: From Insight to Action: building a feedback-driven banking experience
15.40h
Luis Fiestas, Head of Digital Banking, BBVA
Pannel Discussion: The importance of customer experience and how companies can differentiate themselves in the market through excellent CX
16.10h
Jaime Navarro, Business Development Manager for Central Europe, LaLiga
Roberto Martin, Deputy of VP Head of Engineering, ZF|ZES
Nelum Gunewardane, Director of Commercial, Northern Europe, Intercontinental Hotels Group
Dr. Stefan Eckert, Senior Vice President, Koelnmesse
Wrap-up and Closing
16.50h
Networking
17.00h
SPEAKERS
LUIS FIESTAS
Head of Digital Banking, BBVA
Over a decade of international experience in fintech and financial services, with a proven track record of transforming financial institutions into product and customer-centric organizations. Vast experience leading global teams, cross-functional technical initiatives, delivering complex change in global matrix organisations and overseeing portfolios and the launch of financial and digital products in regulated industries. Passionate about change management, data analytics, building high-performing multi-cultural teams, and setting up companies for sustainable and agile growth.
Nelum Gunewardane
Director of Commercial, Northern Europe, INTERCONTINENTAL HOTELS GROUP
An inspiring and motivational leader with over 25 years of International Luxury Hotel Operations and Commercial experience in the USA and Europe, with a Global MBA from Oxford Brookes University. Gunewardane began her career with IHG at the InterContinental May Fair (London) and progressed to work across the USA and Europe. She is a collaborative leader with a broad range of experience in managing and operating hotels, which includes iconic landmarks across gateway cities, such as London, New York, Boston, San Francisco. Her corporate roles expanded to overseeing a portfolio of hotels, as Director of Operations – Luxury & Managed within Southern Europe, and currently she is the Director of Commercial, Northern Europe at IHG, based in Frankfurt, with the responsibility of driving performance across 15 countries in the region.
Dr. Stefan Eckert
Senior Vice President, KOELNMESSE
With over two decades of experience in strategy, operations, and customer services, Dr. Stefan Eckert has been a member of the management board of Koelnmesse GmbH since 2011, where he is responsible for exhibitor services. Prior to this, Dr. Stefan Eckert successfully led Koelnmesse Service GmbH, driving significant growth in the service business. His academic journey spans Germany, France, the U.S., and Switzerland, providing a strong international foundation. He has a global perspective and a strong track record in service excellence, organizational leadership, and customer-focused innovation.
jaime NAVARRO
Business Development Manager for Central Europe, LALIGA
With a double degree in Law and Business Administration and a master’s from ICEX, Jaime has built his career between Spain and the DACH region. He currently leads brand expansion and business development for LALIGA in Central Europe. Previously, he supported Spanish companies in their international growth in the German market through roles at Messe Düsseldorf and the Economic and Commercial Office of Spain in Düsseldorf. His international background has allowed him to bridge cultures, build strategic partnerships, and foster collaboration between public and private stakeholders in global environments.
ROBERTO MARTIN
Deputy of VP Head of Engineering, ZF|ZES
With over 26 years in global engineering leadership, Roberto has consistently placed customer needs at the center of innovation, strategy, and partnerships. His experience spans more than two decades of international leadership across three continents and four countries in the automotive and engineering sectors, including OEM relationship management, integrated safety systems, and business development. He looks forward to contributing insights on how technical excellence and empathy can shape exceptional customer journeys.
PETER DEUBLER
Senior Manager, Performance & Strategy, KPMG Deutschland
Peter Deubler has acquired and developed more than 12 years of experience in all areas of customer experience, from cold calling, sales management, business strategy, global key account management, business development and after-sales at national and international level, both in mid-sized companies and in corporate environments. Currently, Deubler advises companies in the area of customer experience and customer journey with a focus on directed, individual and sustainable development, alignment and implementation of corporate strategies that place the customer at the center of all actions.
Marius Pieper
Senior Manager, Performance & Strategy, KPMG Deutschland
With over 10 years of experience in Customer Experience, specializing in the automotive industry, he advises companies on creating customer experiences that go beyond advertising and are delivered in every interaction. His holistic approach combines strategy, organization, processes, and technology to generate value along the Customer Journey, drive sales digitalization, and address the challenges of electrification. His motivation is to transform concepts into real experiences that sustainably differentiate brands.
GOOD TO KNOW
- Language: English
- Free Admission
- Duration: 3h
- In person Meeting
LOCATION
Luise-Straus-Ernst-Straße 2, 50679 Köln, Alemania