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CO-LOCATED EVENTS

Speaker

Markus Hartung

VP – Head of Region EMEA and Global Commercial Processes & Region EMEA Catalysts, Evonik Operations GmbH

As VP of Global Commercial Processes & EMEA Catalysts at Evonik, I lead a team of professionals who develop solutions that enable customers to realize their potential. With more than ten years of experience leading sales and customer service teams, I have a proven track record of delivering value to customers and partners, optimizing commercial processes for efficiency and customer focus, and finding business opportunities for sustainable growth. My core competencies include global management, change management and cultural change. My passion is to inspire people for new things, to engage with the team, to open closed doors for others and to develop people to their best performance. My mission is to enable innovation, product improvement and effective project management for Evonik and its stakeholders. I love my family, networking, rowing and running.

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Session

Redefining Customer Experience - How Evonik Digitizes the B2B Journey

Case Study

Monday, June 22

02:00 pm - 02:25 pm

Less Details

Digitizing customer interactions in complex B2B environments is no small feature – especially when transitioning from manual, high-touch processes to fully digital, self-service experiences. In this session, Markus Hartung shares how Evonik is transforming the customer journey within one of its business lines. Learn how personas and customer journeys are mapped across international markets, and how a new customer portal is reshaping interactions from order tracking to self-service. This real-world project showcases the challenges and lessons learned in driving efficiency and customer satisfaction through digital innovation.

In this presentation you will learn:

  • How to kick off a B2B digital transformation project with a clear customer focus
  • How to define personas and customer journeys in complex industrial settings
  • How to turn analog customer interactions into efficient digital self-services
PRESENTATION

Company

Evonik Operations GmbH

http://www.evonik.com/
Evonik is one of the world’s leading specialty chemicals companies. While we don’t produce electric cars, aircraft, medications or 3D printers, Evonik is part and parcel of these and many other end products. That’s because we contribute the small things that make a big difference. We make electric car batteries perform better, aircraft greener, medications more effective and 3D printers more efficient. In short: We think beyond the bounds of chemistry to make the world a better place. Today and tomorrow. We are an international group with a workforce of over 32,000 people spread across more than one hundred locations.
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Colocated with
BPM Summit Europe 2026 is part of the Digital Business Strategy Event Series. You can find more events here.
Date
June 22 – 23, 2026
Location
Radisson Blu Hotel Frankfurt
Phone
+49 (0)30 52 10 70 3 0
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