Program
❌ This isn’t your typical conference
Come by whenever it works — for an hour, a day, or all three.
Bring your laptop and cowork with us.
Or your challenge and we’ll workshop it together.
We’re glad to have you anytime 🫶
Bring your laptop and cowork with us.
Or your challenge and we’ll workshop it together.
We’re glad to have you anytime 🫶
June 11–13
Zurich
Join the event
Program
Wed
June 11
Coworking with us ✦ Inspiration Drops
Location
Soho Zürich, Hardstrasse 260
9:30
Hugs & welcome: opening
9:45
WHY WE BUILT CAPPTOO & SCREVER (AND WHAT THAT MEANS FOR YOU)
BY CHRISTIAN FILLINGER ♦ CEO ♦ CAPPTOO GROUP
We didn’t set out to build a platform. Or an agency. We built what we wish existed: something fast, honest, and actually useful. This is the unpolished version of who we are – how Capptoo became a creative force for real-world CX, how Screver turns feedback into action (not dashboards), and how Kiwano shows what applied CX looks like day to day.
10:30
Empowering Swiss Innovators: Scaling Globally with AI-Driven Excellence - The CAMAG Success Story
by Michal Myszkowski ✦ CEO ✦ Capptoo Life Science
How can Swiss industrial SMEs scale globally without losing their edge? This session shares CAMAG’s journey -combining precision engineering with AI-powered customer experience to grow internationally.
11:15
"Design x AI" party hangover: where and why AI yet limps
by roman kovbasyuk ✦ Head of design ✦ capptoo group
Learn how to bring more 'intelligence' and less 'artificial' in design-driven tasks, workflows and communication scenarios.
12:00
lunch
13:15
What 20’000 Kids Taught Us: The MS Sports Feedback Journey
by Simo Mulle ✦ Project Manager Sponsorship ✦ MS Sports
Every season, MS Sports collects feedback from thousands of kids, parents, and coaches. This session shows how they use it to improve, adapt, and keep our camps running at their best.
14:00
7 YEARS OF SCREVER AI – FROM IDEA TO IMPACT
by Christian Fillinger ✦ CEO ✦ Capptoo Group
What started as a simple idea became a platform used in over 70 markets. This is Screver journey - from first sketches to clients like Glacier Express, Europa-Park, and Novartis. We’ll share key turning points, unexpected challenges, and how turning feedback into action stayed at the heart of it all.
14:45
coffee break / networking
15:15
Behavioral insights: Gamification and nudges for employee engagement
Dario Car, PhD ✦ co-founder of DeeP Project
Petar Calic ✦ co-founder of DeeP Project
Petar Calic ✦ co-founder of DeeP Project
A practical look at how gamification and behavioral prompts can boost employee experience - from onboarding to daily tasks. Grounded in behavioral science, these tactics tap into our natural motivation and sense of connection.
16:00
The Art of the Experience: How to Win a Premium Segment – The Madame Sum Story
by Hamza Ayub ✦ Chief Marketing Officer ✦ SUBWAY Switzerland ✦ Forbes 30 under 30 ✦ author
Step into the Madame Sum journey — where luxury dim sum meets smart data. Discover how brand storytelling, sensory experience, and customer feedback can turn a niche product into a premium B2B success.
17:00
🥂networking & dinner
Flying dinner, champagne tasting, lounge & music
Program
THU
June 12
Life Science CX & AI Day: Listening, Scaling, Acting
Location
Westhive Zurich, Hardturmstrasse 161
9:15
Hugs & Hi: opening
9:30
The Secret to Product Launches That HCPs Notice
by Christian Fillinger ✦ CEO ✦ Capptoo Group
A successful launch goes beyond assets and planning. This session explores how integrating HCP insights and ongoing feedback helps drive customer-centric launches from day one.
10:00
Behavioral insights in CX: Nudging for personalized customer journeys
Dario Car, PhD ✦ co-founder of DeeP Project
Petar Calic ✦ co-founder of DeeP Project
Petar Calic ✦ co-founder of DeeP Project
An interactive session on applying nudge theory to design micro-prompts across digital and offline touchpoints. Participants will explore real-world examples of personalized messages, micro-rewards, and visual cues that boost conversions and customer loyalty.
workshops
check out more
✦ AEO vs. SEO - How AI is changing the search landscape and how to stay in the game
✦ From Awareness to Action: how CX, AI, and Hypertargeting powers your brand
✦ E-commerce for Rx & OTC: Pharma’s Next Move?
✦ Pharma CX Benchmarks: how to win?
✦ Dashboard fatigue? Let’s talk data that drives CX
✦ AI × Design scaling in Pharma: one Country → global
12:30
Lunch
Keynote Zone
see full program
13:30
CSL Vifor: Evolving Congresses into Smooth HCP Journeys
by Amelie layaz ✦ omnichannel manager ✦ csl vifor
CSL Vifor transformed their event approach into a connected HCP experience — tying together pre-event insights, on-site engagement, and post-event follow-up.
14:10
secrets of MSD Voice of Customer Strategy: From One Survey to a Global Program
by Stelios Charitakis ✦ Customer Experience lead, Mid-Europe Region ✦ MSD
What began as a single survey has grown into a global VoC program across 46 countries and 10+ channels. This session unpacks the key steps, change management, and decisions behind MSD’s CX journey — from pilot to scale.
14:50
Experience as a Medicine: the Human Impact of AI (Authentic Interactions)
Richard Schwartz ✦ Rx4CX: Health + Care Customer Experience Evangelist and Activator ✦ Harvard Business Review Advisory Council
Richard Schwartz explores how curiosity and empathy drive meaningful customer connections. By analyzing patients’ true needs and emotions, brands can go beyond messaging to ultimately improve patient activation.
15:50
The Gen Z Code: AI, TikTok, and What Businesses Must Unlearn to Stay Relevant
by Hamza Ayub ✦ Chief Marketing Officer ✦ SUBWAY Switzerland ✦ Forbes 30 under 30 ✦ author
How do brands stay relevant to a generation raised on TikTok and shaped by AI? Subway shares how it became Switzerland’s #1 viral brand through deep listening. A practical look at how brands can decode Gen Z expectations and shape campaigns that connect — staying in tune and adapting quickly to shifting behaviors.
16:30
Cultivating a Positive Work Culture in the Age of AI
Aurelie Litynski ✦ Positive Work Culture Expert, Author, TEDx Speaker ✦ Founder of Happitude at Work GmbH
This session explores how leaders can integrate emotional intelligence with AI-driven workplace dynamics to foster a positive, human-centered work culture.
17:10
Leveraging cx Benchmarks for HCP Engagement - oncology compass story
by Screver & Capptoo team ✦ depends who's quickest with the clicker
This session combines the insights from Oncology Compass, offering oncologists key literature and congress updates, with a deep dive into the pharma CX benchmarks. We’ll explore how data-driven insights from clinical research and pharma CX performance can drive practice-changing strategies.
18:00
🥂networking & dinner
Flying dinner, champagne tasting, lounge & music
Program
friday
june 13
Best from 😎
Location
Soho Zürich, Hardstrasse 260
9:30
Hugs & Hi
10:30
WHY WE BUILT CAPPTOO & SCREVER (AND WHAT THAT MEANS FOR YOU)
BY CHRISTIAN FILLINGER ♦ CEO ♦ CAPPTOO GROUP
We didn’t set out to build a platform. Or an agency. We built what we wish existed: something fast, honest, and actually useful. This is the unpolished version of who we are – how Capptoo became a creative force for real-world CX, how Screver turns feedback into action (not dashboards), and how Kiwano shows what applied CX looks like day to day.
11:00
"Design x AI" party hangover: where and why AI yet limps
by Roman Kovbasyuk ✦ Head of design ✦ Capptoo Group
This session dives into how AI-powered workflows can elevate guest experiences - from crafting tailored journeys to enabling immersive moments. Discover how merging creative thinking with automation helps brands deliver smarter, smoother, and more personal experiences.
11:30
From Clicks to Conversations: EWZ’s Path to an Omnichannel customer Feedback Strategy
by Markus Kappen ✦ Customer Experience Project Manager ✦ ewz
What started as a need for simple customer surveys evolved into a broader digitalisation journey. In this session, EWZ will share how they structured their customer feedback program - covering both digital channels and internal workflows - and what it took to get the organisation onboard. Real-life lessons from a public utility in motion.
12:30
Lunch & Netwowking
13:30
Screver Turns 7: From "looks easy" to the Sexiest Surveys in the Game
by Christian Fillinger ✦ CEO ✦ Capptoo Group
Screver turns 7 – what started as a simple solution has now evolved into the most dynamic and engaging feedback management platform around. We’ve gone from making it look easy to delivering the most impactful, data-driven insights with style. Join us as we reflect on our journey, innovations, and what’s next in transforming feedback into action.
14:00
Experience as a Medicine: the Human Impact of AI (Authentic Interactions)
Richard Schwartz ✦ Rx4CX: Health + Care Customer Experience Evangelist and Activator ✦ Harvard Business Review Advisory Council
Richard Schwartz explores how curiosity and empathy drive meaningful customer connections. By analyzing patients’ true needs and emotions, brands can go beyond messaging to ultimately improve patient activation.
14:45
Customer Well-being in Tourism: Zillertal × University of Innsbruck Case
by Bernd Reitsamer ✦ phd ✦ Assistant Professor ✦ Leopold-Franzens Universität Innsbruck
Innsbruck’s tourism team took guest feedback to the next level by partnering with Screver. Together, we transformed how they listen to and understand guest experiences, turning insights into actionable strategies that improve every visit.
15:30
Coffee break & networking
15:45
Guest loyalty in 2025 – The Europa-Park way: feedback that drives action
by Pascal Weller ✦ Business Intelligence & Research Lead ✦ europa-park
Discover how they turn guest insights into meaningful actions that create memorable experiences and keep visitors coming back.
16:30
Cultivating a Positive Work Culture in the Age of AI
Aurelie Litynski ✦ Positive Work Culture Expert, Author, TEDx Speaker ✦ Founder of Happitude at Work GmbH
This session explores how leaders can integrate emotional intelligence with AI-driven workplace dynamics to foster a positive, human-centered work culture.
17:15
The Gen Z Code: AI, TikTok, and What Businesses Must Unlearn to Stay Relevant
by Hamza Ayub ✦ Chief Marketing Officer ✦ SUBWAY Switzerland ✦ Forbes 30 under 30 ✦ author
How do brands stay relevant to a generation raised on TikTok and shaped by AI? Subway shares how it became Switzerland’s #1 viral brand through deep listening. A practical look at how brands can decode Gen Z expectations and shape campaigns that connect — staying in tune and adapting quickly to shifting behaviors.
18:00
Elevated Experiences with Grand Casino Baden ♠️♦️
by Christian Aumüller ✦ CEO ✦ Grand Casino Baden
At Grand Casino Baden, experience matters – for both guests and employees. Through Screver, we enhanced how we listen to our teams, turning insights into action and trust. And now, we’re bringing that same energy to your evening: 4 game tables, 3 hours of fun, live music by Carly Simone, and bubbles to match. Join us as we kick off the night – with Poker, great food, and a whole lot of heart.
18:30
🥂networking & dinner
Flying dinner, champagne tasting, lounge & music, ♣️♦️Casino
Grab your spot before the AI & CX hype train leaves the station.
June 11–13
Zurich
Zurich
Attend the Event
