Customer Technology World 2020 Agenda

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Tuesday, October 20, 2020
12:30 - 14:30 Women in Identity Workshop - Identifying and Breaking Potential Bias in Identity Systems
Identifying and Breaking Potential Bias in Identity Systems
Colette D’Alessandro, Co-Founder, WiD
Esther Hoeksema-Westra, Netherlands Ambassador, WiD
14:30 - 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 a Worldwide Digital Ecosystem
Genc Begolli, CIAM Group Program Manager, AUDI AG
10:50 - 11:10 Attract and Retain More Customers with CIAM Technology
Yvo van Doorn, Senior Solutions Engineer, Auth0
11:10 - 11:30 Transformation from a "Contract Specifc Login to a User Centric Experience"
Rolf Hausammann, Head of Identity and Access Management, Swisscom
11:30 - 12:20 Lunch Break
Session Stream: Secure Customer Identity Management & Privacy
Coffee & Inspiration Lounge: Balancing Identity, Security and Privacy
12:20 - 12:40

 

Panel: Best Ways to Balance User Experience & Security for your Consumer Identity Management Strategy

 

Rolf Hausammann, Swisscom
Dinçer Sidar, ING Wholesale Banking

 

 

Consumer Identity Project Dos and Don'ts

 

Matthias Reinwarth, KuppingerCole
John Tolbert, KuppingerCole

 

12:40 - 13:00

 

Human-centric Data & Identity Management – Implementing Real World Case Studies

 

Katryna Dow, Meeco

 

 

13:00 - 13:20

 

Digital ID and Responding to a Healthcare Crisis for a Canadian Province

 

Balraj Dhillon, Simeio Solutions

 

 

 

The Human-Centric Internet: Trustworthy, Resilient, Sustainable, Inclusive. Where are we?

 

Katryna Dow, Meeco
Joerg Resch, KuppingerCole
Jo Vercammen, Meeco

 

13:20 - 13:40

 

KCLive Award: Consumer Authentication

 

Martin Kuppinger, KuppingerCole

 

13:40 - 14:00 Break
Session Stream: Customer Centric Business Management
Coffee & Inspiration Lounge: Customer Centricity
14:00 - 14:20

 

Please Hold the Line – Optimize Your Service Center With AI

 

Max-Ludwig Stadler, mindsquare AG

 

 

 

Decentralized Identity - Why it Matters

 

Martin Kuppinger, KuppingerCole

 

14:20 - 14:40

 

The Changing Landscape of Authentication

 

George Fletcher, Verizon Media Group

 

 

14:40 - 15:00

 

Automated Zero-Trust Authorization

 

Nathanael Coffing, Cloudentity

 

 

 

Customer Focus Is a Trap - the Recipe for Successful Digital Services Is User Engagement

 

David Füßer, KADACON

 

 

15:00 - 15:20

 

Designing for Diversity

 

Chanda Jackson, Royal Bank of Canada (RBC)
Nicole Landry, Royal Bank of Canada (RBC)

 

 

15:20 - 15:40

 

Building Blocks of CIAM

 

Martijn Loderus, IBM Security

 

 

 

Women in Identity: Learning Path to Identity / Diversity Session

 

Karyn Bright, WiD
Kay Chopard Cohen, WiD
Diane Joyce, WiD

 

 

15:40 - 16:00

 

eKYC: Seamless Customer Identification Using Existing Verified Digital Identities.

 

Dr. Torsten Lodderstedt, YES.com AG

 

 

16:00 - 16:20 After Privacy Shield's Death: What Is Still Possible?
Berthold Kerl, CEO, KuppingerCole
Dr. Karsten Kinast, Fellow Analyst, KuppingerCole
16:20 - 16:40

 

The Consumer Trust Battleground: How Consent and Preferences Becomes a Competitive Edge

 

Zachary Faruque, OneTrust

 

 

 

Breakout Session: After Privacy Shield's Death: What Is Still Possible?

 

Berthold Kerl, KuppingerCole
Dr. Karsten Kinast, KuppingerCole

 

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
Matthias Reinwarth, Lead Advisor & Senior Analyst, KuppingerCole
10:30 - 10:50 Digitalization of CRM - Rethink, entirely!
Lars Brodersen, Technical CRM Product Owner, tesa SE
10:50 - 11:10 What Is Privacy Experience Management? Why Does It Matter to Your Business?
Chad Wollen, Co-Founder, PEA
11:10 - 11:30 The Usefulness of Anonymization and Pseudonymization in Data Science and A.I. Projects
Dr. Zacharias Voulgaris, CTO, Data Science Partnership Ltd
11:30 - 11:50 Don’t Treat Your Customers Like Criminals: CIAM Best Practices to Balance CX and Security
Richard Meeus, Senior Technology and Strategy Director, Akamai
11:50 - 12:10 Integrating Decentralized Identity Into Your Existing Infrastructure: Do's and Don'ts
Dr. André Kudra, CIO, esatus AG
12:10 - 12:30 Lunch Break
Session Stream: Digital Identities & CIAM
Coffee & Inspiration Lounge: Shaping the No-Password World
12:30 - 12:50

 

Panel: The Use of AI in Customer Relationships

 

Yunus Emrah Bulut, Karlsruhe Institute of Technology (KIT)
Dr. Zacharias Voulgaris, Data Science Partnership Ltd

 

 

Understanding Privacy as the Key to Customer Satisfaction

 

Chad Wollen, PEA

 

12:50 - 13:10

 

Artificial Intelligence for Marketing: Removing Friction between Customers and Enterprises

 

Pauli Isoaho, AI, Robotics & IoT Senior Expert

 

 

 

AI in Practice: AI Frameworks and Libraries for Data Science

 

Yunus Emrah Bulut, Karlsruhe Institute of Technology (KIT)
Dr. Zacharias Voulgaris, Data Science Partnership Ltd

 

13:10 - 13:30

 

Can AI, Lato Sensu, Comply With the Strict Regulations for Consumers Regarding Privacy ?

 

Marisa Monteiro Borsboom, Humanity Of Things

 

 

13:30 - 13:50

 

Next Generation Customer Life: A 3 yrs. Chief Customer Officer’s Agenda

 

Erwan Gaultier, SkewerLab

 

 

 

Social CRM Dos & Don'ts

 

Dr. Olaf Reinhold, Social CRM Research Center e.V.

 

13:50 - 14:10

 

Building Your Customer-Centric Business With an Integrated Social CRM

 

Dr. Olaf Reinhold, Social CRM Research Center e.V.

 

 

 

The Future of CRM

 

Lars Brodersen, tesa SE

 

14:10 - 14:40 Break
Session Stream: Digital Trust & Consent Management
Coffee & Inspiration Lounge: Privacy 2021
14:40 - 15:00

 

Panel: Digital Transformation and its Impact on CXM

 

Sharon Boyd, MKL Innovation
Erwan Gaultier, SkewerLab
Dr. Olaf Reinhold, Social CRM Research Center e.V.

 

 

15:00 - 15:20

 

Bringing to Life Your CX Strategy, in the World of Tech

 

Sharon Boyd, MKL Innovation

 

 

 

15:20 - 15:40

 

Panel: Customers and the Identity Experience

 

Dia Banerji, WiD
Diane Joyce, WiD
Nicole Landry, Royal Bank of Canada (RBC)
Dr. Louise Maynard-Atem, WiD

 

 

15:40 - 16:00

 

From Lissi to IDunion - How to Build a Decentralised Identity Ecosystem

 

Helge Michael, Main Incubator

 

 

 


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Customer Technology World 2020

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  • Oct 20 - 22, 2020

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