Customer Technology World 2020

Customer Technology World 2020
Build Your Customer-Centric Digital Business | October 20 - 22
Build Your Customer-Centric Digital Business | October 20 - 22

About this Event
The Customer Technology World is a virtual event that is designed to deliver insights on how to create a customer-centric digital business strategy. Understanding your customer’s wishes and requirements and mapping them holistically with customer identity and access management (CIAM) is the key to a successful online business.

Reasons to Attend
An increasingly interconnected world has enabled companies to do business in a more customer-oriented way: Connecting with your customers at a higher frequency and through far more communication channels has never been so convenient. Therefore, companies need to go beyond traditional identity and access management, and seek more customer-centric solutions.

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In the digital world customer experience impacts all areas of businesses. The expectations of the users are higher as ever demanding transparency and higher security from the companies. Right Customer identity and access management (CIAM) strategy enables organisations to securely manage customer identities, control customer access to applications and services while ensuring a secure, seamless customer experience.

Customer-centricity is key to the successful organisation and one of the most important characteristics for establishing a Digital Native culture, it promotes a positive customer experience at every stage of the customer journey. Custech offers a great platform for everyone willing to learn more about how to reduce the customer churn rate and become a truly customer-centric organization.

Establishing and maintaining customer interactions be it in digital or physical format, helps companies. deliver more personalized and focused content, experiences. Optimizing your Customer Service Management can lead to delivering superior customer experience.

Balanced security and simplicity are what every customer need for an ease of access and better experience. Faster Customer authentication can be a decisive factor for every company, contributing heavily to maximising the customer lifetime value. From passwords to the biometric authentication, we enable high level of security, privacy and accessibility.

Marketing automation systems are key when it comes to digital or omni-channel marketing, ML-based analytics and automation behind the scenes significantly changes marketing and e-commerce. Making recommendations, dynamic pricing, targeting and individualization, predictive marketing, analytics conversational interfaces, these use cases and many more benefits are enabled by ML-enhanced marketing automation, delivering targeted and meaningful interactions across different customer segments.

Building and maintaining the digital trust and brand loyalty is the hardest challenge that the companies face. As we enable more digital channels by shifting our businesses to online environments, maintaining customer trust becomes paramount. Maintaining transparency, respecting privacy, following data privacy regulations are some of the few best practices to help you minimize the risk around managing the data of customers.

Behavioral analytics looks at what consumers do online, how they act and react to content, brands and campaigns, and how they behave on different platforms and devices. Helping you understand your user behavior, needs, define customer journeys to serve them faster and better in a more secure way. from brand strategy to marketing campaigns and customer service - data is a key for providing the tailored experiences that consumers have now come to expect.

By Creating the rights strategy for Customer Relationship Management (CRM), companies can collect important data, establish new channels for relationship building, and utilize the creativity of their customers. Segmenting the customers and addressing the right audience with the right message is what supports the great CX. Best practice presentations from enterprise companies will highlight the challenges facing these companies and discuss their success stories, show key application and design areas for building an individual approach.

How to Create A Digital Business Strategy

Register now and you will get a copy the Buyer's Compass: Consumer Identity and Access Management Solution for free! This Buyer’s Compass will provide you with criteria to select your vendor, and requirements for successful deployments. This document will prepare your organization to conduct RFIs and RFPs for selecting the right CIAM solution for your organization.

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Customer Technology World 2020

Top Reasons to Attend

  • Get advice from the top CIAM & Marketing thought leaders on how to create your customer-focused business
  • Hear numerous best-practice presentations from enterprise decision-makers
  • Increase your network and learn more about the most innovative products the market has to offer
  • Learn how to build a customer-centric digital business strategy
  • Great interactive Event platform with Live Stream, Virtual Expo Area, and face-to-face network opportunities


Tuesday, October 20, 2020
11:30 - 14:30 Women in Identity Workshop - Identifying and Breaking Potential Bias in Identity Systems
Identifying and Breaking Potential Bias in Identity Systems
Melissa Carvalho, Vice President, Identity and Access Management, Royal Bank of Canada (RBC)
Chanda Jackson, Canadian Co-Lead, WiD / Sr. Manager, IAM Planning, Royal Bank of Canada (RBC)
Nicole Landry, Canadian Co-Leads, WiD / Director IAM Business Systems Analysis, Royal Bank of Canada (RBC)
14:00 - 17:00 KC Tools Choice
Privacy and Consent Management
Wednesday, October 21, 2020
10:00 - 10:10 Welcome Session
Lauren Zuber, Event Manager, KuppingerCole
10:10 - 10:30 The First Steps to CIAM: Verify Your Customer, Authenticate Your Customer
Martin Kuppinger, Principal Analyst, KuppingerCole
10:30 - 10:50 CIAM at AUDI - A Constant Transformation in an worldwide Digital Ecosystem
Genc Begolli, CIAM Group Program Manager, AUDI AG
10:50 - 11:10 TBA
11:10 - 11:30 Interview with invited expert
11:30 - 11:50 TBA
Marisa Monteiro Borsboom, President, Humanity Of Things
11:50 - 12:40 Lunch Break
12:40 - 13:00 TBA
13:00 - 13:20 Transformation from a "Contract Specifc Login to a User Centric Experience"
Rolf Hausammann, Head of Identity and Access Management, Swisscom
13:20 - 13:40 Panel: Best Ways to Balance User Experience & Security for your Consumer Identity Management Strategy
Dinçer Sidar, Customer Journey Expert, ING Wholesale Banking
13:40 - 14:00 Human-Centric Data/Identity Management to Power a Range of Use Cases
Katryna Dow, Founder & CEO, Meeco
14:00 - 14:20 TBA
14:20 - 14:40 Break
14:40 - 15:00 KC Virtual Awards: Category - Consumer Authentication
Martin Kuppinger, Principal Analyst, KuppingerCole
15:00 - 15:20 Designing for Diversity
Chanda Jackson, Canadian Co-Lead, WiD / Sr. Manager, IAM Planning, Royal Bank of Canada (RBC)
Nicole Landry, Canadian Co-Leads, WiD / Director IAM Business Systems Analysis, Royal Bank of Canada (RBC)
15:20 - 15:40 The Changing Landscape of Authentication
George Fletcher, Identity Standards Architect, Verizon Media Group
15:40 - 16:00 eKYC: Seamless Customer Identification Using Existing Verified Digital Identities.
Dr. Torsten Lodderstedt, CTO, AG
Thursday, October 22, 2020
10:00 - 10:10 Welcome Session
Lauren Zuber, Event Manager, KuppingerCole
10:10 - 10:30 CIAM and the Kuppingercole Identity Fabric - a Flexible, Adaptable Architecture Framework to Meet the Accelerating Demands of a Digital Enterprise
Matthias Reinwarth, Lead Advisor & Senior Analyst, KuppingerCole
10:30 - 10:50 TBA
10:50 - 11:10 TBA
11:10 - 11:30 Interview with invited expert
11:30 - 11:50 Digitalization of CRM - Rethink, entirely!
Lars Brodersen, Technical CRM Product Owner, tesa SE
11:50 - 12:40 Lunch Break
12:40 - 13:0 What Is Privacy Experience Management? Why Does It Matter to Your Business?
Chad Wollen, Co-Founder, PEA
13:00 - 13:20 The Usefulness of Anonymization and Pseudonymization in Data Science and A.I. Projects
Zacharias Voulgaris, CTO, Data Science Partnership Ltd
13:20 - 13:40 Panel: Customers and the Identity Experience
Chanda Jackson, Canadian Co-Lead, WiD / Sr. Manager, IAM Planning, Royal Bank of Canada (RBC)
Nicole Landry, Canadian Co-Leads, WiD / Director IAM Business Systems Analysis, Royal Bank of Canada (RBC)
13:40 - 14:00 Building Your Customer-Centric Business With an Integrated Social CRM
Dr. Olaf Reinhold, Board Member, Social CRM Research Center e.V.
14:00 - 14:20 Next Generation Customer Life : A 3 y. Chief Customer Officer’s Agenda
Erwan Gaultier, Board Member and Investor, SkewerLab
14:20 - 14:40 Break
14:40 - 15:00 Panel: Digital Transformation and its Impact on CXM
Sharon Boyd, Chief Customer Officer, MKL Innovation
Erwan Gaultier, Board Member and Investor, SkewerLab
Dr. Olaf Reinhold, Board Member, Social CRM Research Center e.V.
15:00 - 15:20 Bringing to Life Your CX Strategy, in the World of Tech
Sharon Boyd, Chief Customer Officer, MKL Innovation
15:20 - 15:40 Challenges with Identity. An Exploration on the Need for Diversity in the Security Industry
Melissa Carvalho, Vice President, Identity and Access Management, Royal Bank of Canada (RBC)
Wednesday, October 21, 2020 Breakout Session II
15:20 - 16:00 Women in Identity Breakout Session: Designing for Diversity Across Ecosystems – Biometrics and Privacy


Open Discussion
Chanda Jackson, Women in Identity
Melissa Carvalho, Women in Identity
Nicole Landry, Women in Identity



Anne Bailey is an analyst covering emerging technologies such as blockchain and artificial intelligence, and helps synthesize the implications for companies, industries, and markets.She holds a Bachelor from Pacific Lutheran University, a Master’s Certificate from Johns Hopkins-Nanjing...

Genc Begolli is a security expert with a proven track record in digital transformation. Within the AUDI security team he is responsible for the worldwide CIAM transformation program including innovations, business process alignment, new product integration and international rollout which are...

Marisa Monteiro Borsboom is the president of the Humanity of Things Agency and representing this same organization as a member of the CEPS Task Force on Artificial Intelligence and cybersecurity. Legal Entrepreneur - Founder and Partner  of the Inov@legal, in Portuguese Institute for...

Sharon is the Chief Customer Officer for an IoT House in the UK. She is also a best selling author with a CX book, where she wrote about CX strategy in tech. She is a CCXP and is currently doing her Masters in Business. Sharon has 20 years experience in Customer facing Operations, leading...

Lars Brodersen is the technical CRM product owner at tesa SE (one of the world's leading manufacturers of self-adhesive products and system solutions for B2B / B2C). Before that, he was a long-time management consultant for international CRM projects. As the owner of the CRM publishing house...

Katryna Dow is the founder and CEO of  Meeco ; a personal data platform that enables people to securely exchange data via the API-of-Me with the people and organisations they trust  Katryna has been pioneering personal data rights since 2002, when she envisioned a time when...

Since 2020, Erwan is a senior advisor, investor and board member. He is coaching and advising C-levels to successfully embed their digital transformation. He is an expert in digital Commerce, Automation (RPA, bots,…), Customer Experience Management, Omnichannel Customer Relationship...

Dr.-Ing. Torsten Lodderstedt is CTO of, a startup building an identity scheme for banks and their customers. Before joining, he served for a decade in different roles at Deutsche Telekom’s identity team, building and operating large-scale consumer identity services. In his...

Background: John Tolbert is a Lead Analyst and Managing Director of KuppingerCole, Inc (US). As Lead Analyst, John covers a number of different research areas, outlined below. John also advises cybersecurity and IAM vendors, from startups to Fortune 500 companies, regarding their product and...

Lauren Zuber joined KuppingerCole in August 2018 as Event Manager. Within the Event team, she is responsible for sponsors and attendees for different events and takes a major role at the KCx Talks. Also, she is responsible for the venue and supports in further diverse tasks. Lauren...

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Virtual Event

Customer Technology World 2020

Contact person:

Ms. Lauren Zuber
+49 211 23707725
  • Oct 20 - 22, 2020
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