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CUSTOMER EXPERIENCE

The Era of Logistics

The rise of digital has put customer experience in the spotlight. The experiences that win will be the ones that go beyond products and services to focus on customer outcomes. This means a shift and blurring of expectations and demand from customers, should businesses keep up with these demands?

Customer Experience Session - June 16

Speakers

Thomas NetzerThomas Netzer

Chief Operating Officer, Wayfair

Amit SharmaAmit Sharma

Chief Executive Officer, Narvar

Jessica HuonkerJessica Huonker

Global Head of Innovation Programs, DHL

  • Thomas Netzer is responsible for driving customer and supplier happiness through improving and scaling Wayfair's global Operations including supplier service, customer service, and supply chain management (dropship and asset-based). Prior to joining Wayfair Thomas was with McKinsey & Company for more than 20 years. During his time at the leading management consultancy, he focused on the transportation and infrastructure industries and co-led McKinsey’s global logistics practice. Thomas has a PhD in business and a diploma in business administration from the University of Cologne.

  • Amit Sharma is the founder and CEO of Narvar, an intelligent customer experience platform that helps commerce companies simplify the everyday lives of consumers. While in retail operations at Apple, Walmart, and Williams-Sonoma, Amit recognized an experience gap between when a customer clicks “buy” and when they receive their order. He created Narvar to help retailers bridge that gap to build trust and loyalty.

    Narvar’s branded order tracking is now the industry standard, and the company has expanded to ensure every touchpoint along the purchase journey engages consumers and enables emotional connections—from pre-purchase to returns to in-store experiences and beyond. Through 800+ brands globally including Sephora, Patagonia, Levi’s, Sonos, Home Depot, LVMH, and L’Oréal, Narvar has served over 125 million consumers worldwide.

    Amit has been published in Harvard Business Review, Entrepreneur, Fast Company, and Forbes, and spoken at events including Web Summit and Shoptalk. Amit received his BS in electronics engineering and MBA from Duke University.

  • As the Global Head of Innovation Programs at DHL (CSI), Jessica is shaping the strategic roadmap for new developments and commercialization across the different regions. She has more than 6 years' experience in the field of new business model development, digitalization, and org. transformation.


Customer Experience Session - June 17

Speakers

Dr. Ralf StraussDr. Ralf Strauss

Chairman of the Board, European Marketing Association

Steve ThompsettSteve Thompsett

Chief Customer Officer Asia Pacific, DHL Supply Chain

  • Dr. Ralf Strauss is Managing Partner Marketing Tech Lab GmbH, Customer Excellence GmbH, CMO Academy GmbH, president of the German Marketing Association, Chairman of the Board European Marketing Confederation, and Chairman of the CMO Community, as well as the Digital CMO Community.

    Before, he has been the Senior Vice President at Volkswagen for the Digital Transformation across marketing and sales. Prior to that, he had various roles within SAP, such as having been the Global Vice President of Product Management for CRM Marketing, as the long-time CMO for SAP in Germany & Central Europe, and the head of Corporate Development for SAP in Germany. Before joining SAP, he already had many years of experience in marketing and sales projects in management consulting with Gemini Consulting and the Cap Gemini Group. He is also the author of more than 60 publications in these subject areas such as “Digital Transformation” in 2019 and he publishes the yearly “Marketing Tech Monitor”. 

  • Based in Singapore, Steve Thompsett is the Chief Customer Officer for DHL Supply Chain Asia Pacific. Steve has been with DHL for 25 years and has held a number of key leadership positions spanning more than 20 markets in four regions.

    Steve currently leads a team of more than 150 individuals across the Asia Pacific region and works with the team to drive the DHL Customer Centricity agenda.

    Steve describes himself as a results-driven leader who values a balanced approach to the workplace with a strong focus on trust. His vast experience in the supply chain industry entails relationships with a number of key customers, building partnerships, and deriving value for all stakeholders.

    Steve first joined the DHL family through National Freight Consortium (later to become Exel) back in 1992. He lived in the UK for ten years before moving to Hong Kong in 2001 where he was part of the project team that led the acquisition of Exel Consolidated Services (later known as International Supply Chain) in 2003 and operated within the freight division of DHL for three years.

    After six years in Hong Kong, Steve moved to Australia in 2008 and took on a business development role, helping the business to triple in size by 2016. 

    Steve is married with three children & enjoys most sports, especially cricket, golf, and rugby.