#CustomerSummit21: It’s a wrap!

Charlotte Malz
Head of Marketing, BSI

The BSI Customer Summit took place on November 2 and 3, 2021, under the motto “It’s all about ... YOU.” Our hybrid customer conference was bigger than ever, with over 500 attendees online and onsite at the Think Tank GDI, more than 40 speakers, and over 700 minutes of inspiration, entertainment, and best practices.

Selected highlights

For two days, every facet of personalization was discussed at the Customer Summit. Technical sales, marketing, service and IT experts from the DACH region shared best practices and listened to inspiring keynote presentations about future CRM and CX trends.

Following is the very personal summary by the moderator and host Claude Schuler, which also includes BSI’s formula for customer delight:

Raiffeisen Digital: Challenges & solutions a universal bank is up against

Customer_Summit_2021_Dietmar Pucher

Dietmar Pucher, Managing Director of Raiffeisen Digital GmbH, spoke about the challenges a universal bank faces in the age of digitization. Raiffeisen had to contend with legacy infrastructures, cultural change and many new competitors. The company needed a paradigm shift toward a regional digital bank focusing on increasingly hybrid customers. Today, Raiffeisen relies on a comprehensive omnichannel CRM and close cooperation with BSI to meet these customers’ high expectations.

Baloise: A marketing automation campaign with heart

BSI_Customer_Summit_2021_Sven Zgraggen

Sven Zgraggen, Chapter Lead Customer Engagement at Baloise Group, introduced the audience to a non-traditional campaign that touched the heart. Instead of solely communicating with its customers regarding invoice or claim matters, Basler Insurance decided to say ‘thank you’ and sent them a highly personalized thank-you video expressing the company’s appreciation. It turned out to be a successful initiative, implemented with BSI CRM and BSI CX.

The BSI Customer Suite: Technological delicacies from the BSI kitchen

BSI_Customer_Summit_2021_Chris Rusche

With the BSI Customer Suite, we provide a holistic customer management solution along our customers’ value chain. Out-of-the-box processes, a flexible data model, industry-specific use cases, an open and linked ecosystem – with a lot of passion, Chris Rusche presented a mind-boggling, multi-course menu from BSI’s product kitchen. Christoph Bräunlich, Urs Frick, Nicolas Härtwig, Olav Lenz and Clemens Stukenbrock then presented the components of the Customer Suite in detail.

AI networking, AI cocktails and AI roundtable


Bartender and mixologist Alexandros Nicolaides and AI expert Luca Lanzendörfer conjured up drinkable surprises in the form of AI-generated cocktails at the Summit.

Our AI matching enhanced the networking again this year and helped our guests meet each other while at the same time recommending an AI cocktail that suited their personal preferences.

In addition, Noemi Festic, media researcher, Sandro Meyer, growth marketing expert, and Christoph Bräunlich, AI and data ethics expert, discussed the pros and cons of automation and personalization with me.


Customer Summit 2022: Add it to your calendar now

The next BSI Customer Summit will take place on November 15 and 16, 2022, at Kongresshaus Zurich. Can we count on you to be there?

Next Best Action: BSI

Der beste nächste Schritt: Ihre Ziele mit BSI vernetzen.

Zeno Hug, Creator of Customer Delight

+41 58 255 99 59


BSI Customer Suite

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