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XM INSTITUTE MASTERCLASS BERLIN

Re-energise your Customer Experience programme for 2023 ft. Marley Spoon

Thursday 23 February 2023 // 9.30AM CET

Start the year strong with this live, in-person workshop on the fundamentals of customer experience. Whether you’re taking your steps into CX, or your program needs a kick-start – we’d love to have you join us for this hands-on session.  

Featuring:

Katalin Fritz // Chief Customer and People Officer at Marley Spoon                              

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Start 2023 on a strong note with this live, in-person workshop on the fundamentals of customer experience. Whether you’re taking your steps into CX, or your program needs a kick-start – this is the session for you.

Led by James Scutt of the Qualtrics XM Institute, the session will break down what CX means in 2023 and how the world’s leading brands are navigating tough times by doubling down on experience.

And hear from Katalin Fritz, Chief Customer and People Officer at Marley Spoon on how Marley Spoon is running their customer experience programme in 2023.  

 

You’ll walk out of the masterclass knowing…


  • Why CX is important (and how you sell it to your org)

  • How experience affects customer loyalty and spend

  • The skills and competencies you need to succeed 

  • Innovative ways to listen to your customers and act on feedback

 

No matter your industry, James will demystify CX with interactive exercises designed to give you a blueprint for success. 

The event will take place from 9.30 a.m to 3 p.m. including lunch and coffee breaks. There will also be a reception at the end of the day to network with other attendees and share stories.

 

Speakers:

James Scutt // Qualtrics XM Institute

James Scutt is a Principal XM Catalyst with Qualtrics XM Institute. Recognised as one of Europe’s leading Experience Management experts and CX Leader of the Year, James has a highly successful background spanning government, retail, financial services, and hospitality industries. Prior to Qualtrics, he successfully led the customer experience transformation in the UK Post Office and also worked as an award-winning chef.

Katalin Fritz // Chief Customer and People Officer at Marley Spoon

Katalin joined Marley Spoon in 2016; as Chief Customer and People Officer she is accountable to provide stakeholders with actionable insights to improve customer and team experience and retention, helping to navigate change, reimagine the business and realizing value. Katalin is also responsible for frontline customer -and people operations and is MD of the global service centre in Lisbon, Portugal.
Prior to Marley Spoon Katalin was Head of Customer Service Quality Assurance at Amazon, Head of EMEA Commercial Database and Sales Support at Avis Budget Group and Operations Director at TLC Marketing.

 

Location:

Spreespeicher Berlin (Room 2C Spreequartier)

Stralauer Allee 2, 10245 Berlin, Deutschland

 

Cost:

Complimentary

date

Thursday, 23 February 2023

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time

9.30AM – 3.00PM CET

location

Spreespeicher Berlin (Room 2C Spreequartier)

Stralauer Allee 2, 10245 Berlin, Deutschland

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