Trends

Marketing & customer journey at EBE25: shaping experiences that sell

Did you know that companies prioritizing customer experience grow their revenue up to 8% faster than others? Or that improving CX scores by just one point can add over $1 billion in revenue? These insights show the power of focusing on your customers, and the Marketing & customer journey track at E-commerce Berlin Expo 2025 is designed to help you do exactly that.

This track offers actionable strategies, expert insights, and innovative approaches to help you create impactful customer experiences that drive growth.

Not registered for our Expo yet?

Why focus on the customer journey?

Customer experience directly impacts loyalty, revenue, and long-term business success. The sessions in this track will help you:

  • Increase customer loyalty → Build stronger connections that lead to repeat purchases and higher lifetime value.
  • Streamline the buying process → Learn strategies to eliminate pain points and make every interaction seamless.
  • Leverage data and AI → Gain unique insights to understand customer behavior and anticipate their needs.

Standout sessions and speakers

[ENG] The New Luxury: Experience – How to Create Meaningful Emotions in a Digital World

Speaker: Jasmin Deniz Karatas – Founder & Gamification Expert @ Jasmin Deniz Karatas | RAW-R

Explore how brands can tap into emotional design to deliver meaningful and memorable experiences in a digital-first era.

[ENG] Ok, Boomer! How Witt Group built a scalable WhatsApp marketing channel to get even closer to their best-ager audience

Speaker: Pascal van Opzeeland – CEO @ Userlike 

In this session, Pascal van Opzeeland, CEO of Userlike, will share insights from how Sieh an! built up their WhatsApp marketing from zero in no time. Establishing WhatsApp as a convenient, cost-effective channel that fuels customer retention. Learn how you can leverage the power of WhatsApp as the most innovative channel that leads the future of marketing!

[ENG] Retail Media Networks: Elevating Media Revenue through Enhanced Customer Experience with Delivery Hero

Speakers: Baradwaaj Ramanujam – Director of Products – Advertising Solutions @ Delivery Hero, Emma Helsloot – Director of Sales EMEA @ Pentaleap

Explore how Delivery Hero is navigating the challenges and opportunities of on-site advertising. This session will help you examine how a customer-first, technology-driven approach can unlock ad revenue while preserving the seamless experience customers expect.

[ENG] From Data to Decisions: Unlocking the Power of Customer Insights

Speaker: André Pavic – Global Head of Growth Marketing @ waterdrop®

André Pavic will share how waterdrop® collects and leverages customer insights to drive growth. From identifying key methods — like NPS, behavioral data, and targeted surveys — to uncovering actionable insights, this session will show you how to turn data into decisions.

[ENG] The Ecommerce Customer Journey in 2025 and Beyond

Speaker: Koen van Gelder – Team Lead Ecommerce @ Statista

From product discovery to post-purchase behavior, the entire e-commerce customer journey is undergoing a rapid transformation. This data-driven keynote speech will highlight the most important elements of this journey in 2025, get ready for some valuable insights!

[ENG] Playfully Into Customer’s Hearts: Are Branded Mobile Games the New TV?

Speakers: Louisa Lerdo – Head of Marketing @ Tabbler, Eric Jangor – Managing Director @ Tabbler

Understand how branded mobile games are capturing attention and reshaping marketing strategies for the digital age.

See them and more live!

[ENG] Customer First Fashion: How On-Demand Production Democratizes Fashion Design

Speaker: Peter Pernot-Day – Head of Strategic and Corporate Affairs for North America and Europe @ SHEIN GROUP

Explore how on-demand production models empower creators and democratize access to innovative fashion design.

[DE] Swipe, Shop, Repeat – Wie Social Commerce Online-Shopping revolutioniert

Speaker: Kristina Mertens – Marketing Lead @everstox

Participants will learn how brands can use the potential of social commerce to build authentic customer relationships, increase sales and create a seamless shopping experience. Whether you are an online retailer, marketing expert or simply a curious market observer it’s really worth to hear it!

[ENG] Unlocking the Future of Commercial Success on TikTok: Exclusive Whitepaper Launch with Deloitte Digital

Speakers: Nele Odzuck – Group Vertical Director Consumer Goods for Client Solutions @ TikTok, Samy El-Menshawy – Senior Manager @ Deloitte Consulting

Discover how to drive, scale, and measure true performance on TikTok in this keynote. It combines actionable strategies, expert insights, and the exclusive launch of a whitepaper that will shape the future of TikTok performance measurement. Don’t miss it!

Don’t wait any longer

👉 Register for free now and join us at the Marketing & customer journey track to explore the strategies and insights that make every customer interaction meaningful and valuable.

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