Anja Wilbert, Kimberly Williams-Czopek

The New 360° – A new View on the Customer

Wednesday, October 7th

11:45 - 12:30

Key Learnings

  • How to think about and design for customer context across engagement channels
  • How use PET design principles to balance personalization ‘creepiness’ with perceived benefit
  • The ‘consumerization of business user tooling’


How we are using new technologies to drive Customer Engagement


  • Real time analytics and adhoc response on customer interactions
  • Change of focus for applications from input driven to output driven
  • Omnichannel Customer Engagement – the different offerings in a seamless story
  • From click – to brick – to click
  • Increasing the offline shopping experience with more excitement for the customer

Wednesday, October 7th

11:45 - 12:30

Required Experience
90% Level of Experience
30% Involvement

Anja Wilbert

Lead User Experience Designer - Hybris

Anja Wilbert is a Lead Customer Experience Designer within hybris Labs and is responsible for innovation & strategy for that group. She works to define the vision of customer experience (touch points – inputs – outputs) and e-commerce by integrating emerging technologies. Prior to joining hybris Labs she built the Usability & Interaction Design Department within hybris Product Development. As a Principal User Experience Designer she developed concepts and interaction flows for hybris commerce enterprise applications, working cross-device and cross channel. In addition, she led the innovation team within the CXD group, which developed and designed innovative scenarios and stories for Customer Engagement and Commerce line of business. Prior to joining hybris Anja worked for five years as an Interaction Designer for kontrastmoment, an interdisciplinary design agency. She focused on developing and designing haptic and ergonomics for BMW/MINI/Rolls Royce interior as well as interaction patterns and concepts for man-machine-interfaces (HMI) of BMW/MINI/Rolls Royce. Anja studied Industrial Design at hfg – Hochschule für Gestaltung Schwäbisch Gmünd and was offered a 2 year teaching assignment and assistance position for interdisciplinary customer focused projects. Anja loves Photography and Sports, especially Mountain Biking, sailing and horseback riding.

Kimberly Williams-Czopek

Director User Experience Designer - Hybris

Kimberly Williams-Czopek has more than 20 years of experience and thought leadership in user experience design and omni channel commerce strategy. At hybris, she leads the Customer Experience Design group driving thought leadership and design execution across hybris software products, specifically focusing on customer engagement and commerce. Prior to joining hybris, Williams-Czopek was the Managing Director of Fry Design at MICROS-Retail, where she worked with clients like Panasonic, T-Mobile, Cabela’s, Goodyear Tire & Rubber Co. and Canon to design unforgettable and measurably successful customer experiences. Williams-Czopek holds a Usability Analyst Certification from HFI, a Project Management certification from Gartner IT group, a BA in English, Creative Writing, and a MS Organizational Leadership & Psychology.


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