Workshop-Programme 2019

In 112 workshops - eight at a time - exhibitors will present their research offers and topics like: Artificial Intelligence | Big Data & Analytics | Agile Research | Communities | Implicit Approaches | Customer Satisfaction | Brand Management | Best Practices | Industries and Target Groups | Qual Research

Admission is free of charge for industry visitors. A special registration is not required. For a quick overview on topics, timing and location of the workshops please download the timetable (on the right). Here you can find downloadable presentations from Research & Result 2018.

For details (description, presentators) use the list in alphabetical order below and click on the title.

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WORKSHOP TIMETABLE 2019

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Language

All workshops in room 1 and room 2 will be interpreted simultaneously into English. In addition to that, 20 workshops in other rooms will be presented in English (indicated in timetable). Regarding the workshops presented in German, English speaking personnel at the stand of the presenting company will be glad to assist you anytime.


Language of presentation: English
Exploiting Implicit Motivations to hack the purchase process is no science-fiction plot! It’s already boosting sales for some of the world’s biggest brands. The BEYOND REASON model reveals, with unprecedented precision, what motivates & demotivates purchase decisions & how the human brain evaluates brand communications. This model accurately solves the most common marketing challenges: awareness, preference, recruitment, loyalty & customer satisfaction. Join us and don’t get left behind.
Presented by: Olivier Tjon - Founder; Nathan Axford - Founder
Exhibitor info
Language of presentation: German
Sentiment and thematic valuation: An automated semantic Text Mining tool extracts the most important factors of customer satisfaction from free text sections. Topics and the detection of sentiment on a five-tier scale can be configured manually using the cognesys Mentor. Can aspects of customer satisfaction be captured by Social Media Monitoring regardless of or beyond targeted inquiries? Analysis of Customer Satisfaction using data from everyday communication with customers: what is possible?
Presented by: Dr. Bernd Schönebeck - CEO cognesys gmbh
Exhibitor info
Language of presentation: English
More and more sales are moving online. How can retailers compete? Their best chance is to make the difference by upgrading the customer experience in-store and disrupting retail CX by putting humans first again. This session will give you the key to drive your success at the most relevant step of your customer journey: the point of customer experience!
Presented by: Nicolas Hammer - CEO & co-founder at Critizr; Stefan Osthaus - GF at Experience5
Exhibitor info
Language of presentation: German
Always and everywhere, the customer in focus. You want to understand the development of your customers, where the barriers in their purchase process lie, which competitors they visit and shop and what the shopping areas of your stores look like compared to your competitors? DEFACTO, as an expert for customer centricity, offers software solutions for generating smart insights specifically for the retail sector, based on transactions, survey data as well as mobile geo data.
Presented by: Thomas Plennert - Executive Director Data Intelligence
Exhibitor info
Language of presentation: German
Today, customer portals are an indispensable touchpoint: many insurance companies as well as electricity and telecommunications providers rely on digital customer loyalty. However, the initial situation is ambivalent: while the provider sees the customer portal as a medium for building trust, loyalty and securing the long-term success of the company, the actual use of the customer looks different. We give useful tips for the design of an ideal customer portal.
Presented by: Carina de López - Unit Lead User Experience
Exhibitor info
Language of presentation: German
The B2B market research is becoming more and more relevant. To meet this demand infas 360 operates the largest company database in Germany. With additional and special information within this B2B-database, business executives from companies of all branches in Germany were asked by an online survey on the subject of e-mobility. Not only Automotive and energy providers are actually very interested in the e-mobility-needs of businesses such as vehicle fleets and starts-ups in general.
Presented by: Beatrice Nolte - Data Scientist; Sascha Jablonski - Business Manager B2B-Targeting
Exhibitor info
Language of presentation: German
Digitization changes everything, or does it? Companies dedicate a lot of energy to digitizing processes, services and customer communication. When everything is digital however, the analogue gets special again. „Always on“ turns into „mixed mode“ and a longing for real-life experiences. What will the new analogue look like and what do customers want? There are many opinions, but hardly any sound findings. We will demonstrate all novelties of the new analogue for your business.
Presented by: Karsten John - Managing Director
Exhibitor info
Language of presentation: German
Usually marketers take efforts to extract segments from customers within the company's own customer database. However, this has the disadvantage that these customer segments are very self-referential. INNOFACT has therefore developed a three-stage process that allows target group segmentation based on a representative survey to be matched with the company's own CRM database. The workshop wants to identify opportunities and critical points regarding the connection of survey data and CRM data.
Presented by: Christian Thunig - Managing Partner; Tomislav Djoja - Unit Director
Exhibitor info
Language of presentation: German
Correctly done, customer segmentation and personas are a valuable tool for an optimal customer approach. Unfortunately, not every segmentation study offers the desired added value. In this workshop we will discuss with you what personas and segmentations can (and cannot) achieve and show what really matters from the design of the study to its practical implementation, so that your customer segmentation becomes successful.
Presented by: Sören Scholz - CEO; Sebastian Syperek - Head of Customer Insights, Deutsche Bahn AG, DB Vertrieb GmbH
Exhibitor info
Language of presentation: German
Protein bars, body lotions, mens shavers – today’s products have to deliver fascinating sensory experiences that bring the brand to life through all the senses. Sensory product testing accompanies manufacturers along the way –thus clearly distinguishing itself from classic market research. Specific test facilities, procedures, and sensory marketing research methods as well as extensive knowledge in behavioral economics provide the requisite tools that successful brands use to test their products
Presented by: Joachim Haag - Managing Director
Exhibitor info
Language of presentation: German
Modern customer experience programs are impossible without comprehensive technology built into them. The combination of different platforms opens up completely new possibilities to generate insights. But without sustainable impact, all of these technology investments will end up nowhere. Using practical examples, we describe typical areas of tension and pragmatic solutions to make CX programs successful.
Presented by: Dr. Peter Pirner - Domain Lead Customer Experience
Exhibitor info
Language of presentation: German
Today`s marketing needs valide information faster and faster – if it is about getting access to existing data, the organisation of short surveys or the decision, which commercial draft should go on air or which product concept should be further developed. Marketplace brings together agile solutions, either as a do it yourself platform or supported through consultancy by our experts.
Presented by: Shanine Chaudhry - Client Director & Domain Lead Creative; Thomas Deneke - Client Director
Exhibitor info
Language of presentation: German
CX management has become a vital part in many successful companies. The creation and management of perfect customer experience is replacing the entrepreneurial importance of classical marketing instruments such as pricing. However, a thoroughly planned implementation is often missing. We show you how to get the maximum out of your CX-system thanks to a smart management of CX-based change processes by optimally integrating your organisation.
Presented by: Dr. Ralf Zacharias - Managing Director; Dr. Gunter Härdtl - Managing Director
Exhibitor info
Language of presentation: German
Real customer loyalty needs more than high touchpoint- satisfaction! In addition to ensuring high process performance at all touchpoints, the main objective is to establish a holistic customer management system for customer loyalty. An example from the automotive industry illustrates how satisfied customers become and remain loyal.
Presented by: Markus Mayer - Managing Director; Stefan Seng - Managing Director
Exhibitor info
Language of presentation: German
Global loyalty analyses and transaction-based measurements at individual touchpoints are often performed simultaneously. The effect: divergent results with regard to KPIs (e.g. CLI, NPS) and driver impacts (e.g. price perception, product quality, call centre, website). mac/ida© introduces a combined system that can eliminate this divergence: uniform KPIs, exact driver strengths and integrated reporting improve marketing and sales steering significantly.
Presented by: Dr. Jürgen Eisele - Managing Director
Exhibitor info
Language of presentation: German
Even in the age of customer orientation many customer don’t feel like kings / queens but rather like suppliants. Based on a case study it is demonstrated how qualitative journey analyses and quantitative monitorings can be meaningfully combined in a holistic approach, thus turning processes into great experiences.
Presented by: Hannes Wölfer - Managing Director
Exhibitor info
Language of presentation: German
Simplicity is a strongly underestimated success factor. Companies can quickly manage 200 touchpoints along the customer journey. Because of this complexity, up to 70% wastage is now measured. Through intelligent focusing, the algorithm can overcome complexity and at the same time achieve further market success. The Zurich-based research and consulting company Accelerom AG, together with the panel provider Norstat, will present what lies behind this smart simplification.
Presented by: Jasmin Walter, Project Consultant, Norstat Deutschland GmbH - Project Consultant; Dr. Bianca Oehl, Senior Consultant, Accelerom AG - Senior Consultant, Accelerom AG
Exhibitor info
Language of presentation: German
The shopper as a showcase: He uses the digital possibilities in the "omnichannel" naturally. This changes how customers and dealers relate to each other. Julia David and Heiner Junker have done a lot of research and present key insights and success factors from the retail sector, which you should take to heart for your digital strategy as well.
Presented by: Heiner Junker - Managing Partner; Julia David - Senior Research Consultant, Consumer & Retail Research
Exhibitor info
Language of presentation: German
Emotional experience is decisive for active customer loyalty. But which factors fuel positive passion - and which leave customers cold? Working with recent survey findings, we will take you on a journey through brand relationships in different industries. On the agenda: quantifying the strength of loyalty by means of implicit measurement of emotional response, examining drivers and barriers behind true loyalty as well as exploring effective triggers to attract disaffected competitors’ customers.
Presented by: Axel Schomborg - Managing Director Customer & Services Research; Julia Koch - Senior Research Consultant |Team Leader Customer & Services Research
Exhibitor info
Language of presentation: English
Learning what customers want and how to build the products that are right for them is one of the core tenets of the agile methodology. While it's easy to acknowledge this, it's not easy to actually implement agile research into your innovation cycle. Join us as we talk through the practical steps of introducing agile research and the customer voice into your innovation process, as well as examples of organizations that have successfully made the transition to agile.
Presented by: Andrew Konya - CEO
Exhibitor info
Language of presentation: German
A separate customer panel offers a multitude of opportunities and possibilities. At the same time, the administrator(s) of a panel also have certain duties. What challenges must be mastered when setting up a customer panel? What are the do's and don'ts? Where is the added value and how can hard-to-reach target groups be won over?
Presented by: Johannes Hercher - CEO
Exhibitor info
Language of presentation: German
User experience (UX) and “early user research” are playing an important role in more and more companies and need to be properly incorporated. Using UX management tools, private panels and result databases, it is possible to continuously and efficiently support the entire company when it comes to product development, marketing and sales, etc. Learn more about this topic in our workshop using practical examples.
Presented by: Johannes Hercher - CEO; Patrick Krusel - Experience Creator; Wolfgang Waxenberger - Experience Creator
Exhibitor info
Language of presentation: German
In order to achieve the highest possible conversion in eCom or even mCom (mobile commerce), shoppers must be able to quickly and easily identify the key information of a product. By using SKIM's online retailer replication platform, we helped Constellation Brands optimize their mobile product images. Notably, only 2 months later Constellation Brands is already seeing success at retail with these images, with others in the alcohol industry also starting to adopt this standard.
Presented by: Julia Görnandt - Director SKIM Germany
Exhibitor info
Language of presentation: German
Every week over 22 million people do their grocery shopping in one of the 3,300 REWE markets in Germany. To find out how people experience these purchases, what they like and what they expect in the future, is of strategic interest to REWE. In the presentation, we will introduce the REWE NPS-Tracking and tell you about our pilot experience in April 2018 to the national roll-out this year. We are happy to give you insights into processes and dare to look beyond 2020.
Presented by: Stephan Kaspar, REWE Group - Project Leader – Business Insights; Oliver Kern, SKOPOS CONNECT GmbH - Managing Director SKOPOS CONNECT GmbH
Exhibitor info
Language of presentation: German
When your service design depends on tangible and non-tangible elements, on emotional perceptions and responses, how do you gather new ideas for improvement? Well, you talk to the users. Together with Aktion Mensch we conducted 3 workshops and 1 online community to get users to experience the customer journey, evaluate and create new ideas. The ideas bring great input to the table, and Aktion Mensch will start from there to redesign their experience.
Presented by: Sebastian Glenz - Head of product development & retail, Aktion Mensch; Till Winkler - General Manager SKOPOS NOVA
Exhibitor info
Language of presentation: German
Byton, an innovative car brand for smart electric vehicles, has to stand up against existing large companies and other start-ups. Spiegel Institut has been supporting Byton since 3 years along the user-centered design process. In this context co-creation workshops play a big role. Not only do they deliver insights, they also help in building up a sustainable customer relationship. During this speech the user-centered design process will be introduced with illustrating project examples.
Presented by: Anna Lewandowski - Senior Director Client Services ; Martin Schlierf - Senior Manager Product Strategy
Exhibitor info
Language of presentation: German
Recent tech innovations have taken eye tracking out of the lab into the real and virtual worlds. This unobtrusive research tool and implicit method is enabling marketing researchers to understand subconscious behavior and measure the true customer experience in almost any situation. In this session Erik Siwkowski, senior researcher at Tobii Pro, will discuss how eye tracking is used and the unique insight it delivers to businesses - helping them convert attention to sales.
Presented by: Erik Siwkowski - Senior Research Consultant
Exhibitor info

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