DID16 | June 2, 2016
Customer Experience

Customer experience is the new digital marketing. In this new world where digital actions speak louder than digital words, a new breed of ‘Unicorns’ – digital disruptors valued at over $1bn – are revealing the future of digital marketing. Uber, AirBnB, Spotify and SnapChat all deliver on the promise of digital marketing, to win customers and keep them coming back for more, through digitally-delivered excellence in customer experience.


Carsten Hendrich

VP Brand Marketing | Zalando

Carsten Hendrich started at Zalando in 2014. In March 2015 he became Vice President Brand Marketing. Prior to Zalando, Carsten worked as an Executive Director Marketing Communications and Brand Management at Bogner. He also served as a Chief Planner at Jung von Matt, where he was responsible for accounts like Mercedes-Benz, and as an Etat Director at Ogilvy & Mather for clients like American Express and IBM.

Carsten is responsible for Zalando’s Brand Marketing, PR, Media Buying, Social Media, Market Research, and the Creative Center.

Marcus Casey

VP Customer Experience | Lufthansa

Marcus Casey is responsible for implementing Lufthansa’s strategic direction in the area of personalized customer experience as well as coordination of all relevant programs and projects. In his previous position until May 2014 he was responsible for all digital platforms at Lufthansa.

He has an MBA in Business Administration and studied in Paderborn, Seville and Edinburgh. Working for the Lufthansa Corporation since 1998, Marcus Casey has held progressive positions in many of its businesses in Frankfurt, Mexico City, and New York.

Prof Howard Yu

IMD Business School

Howard Yu is Professor of Strategic Management and Innovation at IMD Business School. He specializes in technological innovation, strategic transformation and change management. His teaching and research activities focus on why and how some firms can sustain new growth while others cannot.

His work appears regularly in the Financial Times, Harvard Business Review and Forbes. In 2015 Professor Yu was featured in Poets & Quants, a well respected higher education resource, as one of the Best 40 Under 40 Professors.

Professor Yu received his doctoral degree in management from Harvard Business School. Prior to his doctorate, he worked in the banking industry in Hong Kong.

Nir Eyal

Bestselling Author

How do brands build customer experiences that are so good they are habit-forming? What makes people engage with certain experiences out of habit? Nir Eyal reveals answers from his bestselling book ‘Hooked’.

Nir publishes his insights about psychology, technology and business in ‘Forbes’, ‘Psychology Today’, and on his blog

Matt Watkinson

Bestselling Author

An expert in customer experience, Matt Watkinson is author of ‘The Ten Principles Behind Great Customer Experiences’, published by the Financial Times and winner of the CMI Management Book of the Year 2014 prize.

Find out how digital media can enrich and improve customer experience using Matt’s universal principles that will work for any brand, product or service.

Avinash Kaushik

Digital Marketing Evangelist

Avinash is one of the most influential experts in web analytics and digital strategy. The co-founder of Market Motive works for Google as a Digital Marketing Evangelist.

Furthermore, he is charismatic speaker, author and blogger. His books 'Web Analytics: An Hour A Day' und 'Web Analytics 2.0' became international bestsellers.

Avinash inspired last year’s DID guests with his energetic and passionate keynotes. SYZYGY Group also offers master classes with Avinash.

Paul Kemp-Robertson

Co-Founder | Contagious Communications

Paul Kemp-Robertson is the co-founder and editorial director of Contagious Communications, which was founded in London in 2004. Conceived as an early warning system for brands, Contagious is a multi-faceted resource that publishes the quarterly magazine Contagious, runs a collaborative research platform called Contagious I/O and houses an innovation consultancy division, Contagious Insider.

Paul previously served as editor of „shots“ and Worldwide Director of Creative Resources at Leo Burnett Chicago. He lives in St. Albans, Hertfordshire.

Dr Paul Marsden

Digital Strategist | SYZYGY Group

How can ‘positive psychology’ – the psychology of happiness and wellbeing – help brands enhance customer experience? From ‘Three Good Things’ to ‘Random Acts of Kindness’, learn from SYZYGY’s own psychologist how to make happiness your business model for digital marketing.

Dr Paul Marsden is a psychologist specialising in customer experience and experience design. He is a certified customer experience professional (Net Promoter System) and is currently researching the psychology of wearable tech at the London College of Fashion.


What attendees say

»The DID is a regular fixture in my diary as one of the best events in the digital world. SYZYGY is the perfect host, and the ‘brain menu’ offers a compelling mix. The chosen topics provide valuable insights, are exciting & entertaining, the speakers are outstanding, the moderation, structuring and linking… all simply superb.«
»DID15 was a real highlight of the year for me, because it's rare to attend an event where the reality so fully matches the rhetoric. Everything about the Digital Innovation Day makes it a premium event, from travelling to the location and organisation during the event to the venue and follow-up […] You manage to make all the attendees feel extremely valued in a highly professional but also relaxed environment.«
Oliver Nissen | VP Social Media & Service
Deutsche Telekom

Attending Companies of Past DID Events