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Topic C. Customer Experiences

"Overcoming the limits of the conceivable has always been our goal." Bill Gates, Entrepreneur

It is the aim of customer experience management to place the customer at the centre of all activities and, by creating positive customer experiences, to establish a lasting emotional
bond between supplier and consumer. Digital services also play an increasingly essential role in European cultural institutions by strengthening this link. To what extent has digitisation become part of our everyday lives and how will it change them in the future? How can cultural providers make the most of digital tools to build long-term relationships with inspired and loyal customers? At this track, experts and service providers of digital transformation will present their visions for digital cultural mediation and open up digital toolboxes for customer loyalty of the future.

November 7, 2019, 11:00 am – 5:30 Uhr pm, hall 12

10:00 - 10:45 Uhr



Grand Opening Session in hall 12
keynote speaker Prof. Ulrike Guérot


10:45 - 11:00 Uhr



Coffee break & networking

11:00 - 11:45 Uhr


The Future is digital: Wie die Digitaliserung Teil unseres Alltags geworden ist, erzählt in einem Tag vom Emma. Wie wird Emma in 20 Jahren leben?
The Future is digital: How digitalisation became a part in our daily life

Glenn González, 
SAP Germany, Chief Technology Officer

11:45 - 12:00 Uhr



Coffee break & networking

12:00 - 12:30 Uhr


Customer Xperience am POI
Customer Xperience at the POI

Thoralf Nehls, 
Managing Director SonoBeacon GmbH

12:30 - 13:00 Uhr


Besucher Erlebnis - Erfahren was Besucher wünschen. Wann fühlt sich der Besucher wohl. Wie bindet man ihn ein. 
Customer Experience - Learn what visitors wish for. When does the visitor feel comfortable. How to implement the visitor.

Dr. Bernhard Escherich, 
SAP Germany, Chief Industry Expert


13:00 - 14:00 Uhr



Lunch break

14:00 - 14:30 Uhr


Die Digitale Strategie der Bayerischen Staatsgemäldesammlungen und neue Wege der digitalen Ausstellungsvermittlung
The digital strategy of the Bayerische Staatsgemäldesammlungen and new ways of digital exhibition mediation

Lucie Boucek,
Bavarian State Painting Collections, Digital Communication

14:30 - 15:00 Uhr

© Ricardo Wiesinger


Sound Culture in digitalen Medien
Sound Culture in digital Media

Lars Ohlendorf, WESOUND, Head of Design

15:00 - 15:15 Uhr<



Coffee break & networking

15:15 - 15:45 Uhr


Atelier des Lumières Paris: a new digital and immersive art experience (engl.)

Caroline Brun,
L'Atelier des Lumières Paris, Business Manager

15:45 - 16:15 Uhr


Die smarte Kulturinstitution
The smart cultural institution

Dominika Szope, 
ZKM | Center for Art and Media Karlsruhe, Communication & Marketing

16:15 - 16:30 Uhr



Coffee break & networking

16:30 - 17:15 Uhr



Conversion to Gala

17:15 - 19:00 Uhr



Meet & Match in hall 5
Culture meets business, business meets culture, for all those who don't want to go to their hotel between the first day of the Congress and the presentation of the European Cultural Brand Awards.

Subject to change without notice.  

The Opening Session of the 11th CultureInvest Congress takes place at 10 am. A change in tracks is possible during the breaks.
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