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Key Note Speakers

We are happy to present to you our three key note speakers.

Professor Christian Grönroos

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Christian Grönroos is professor emeritus of service and relationship marketing at Hanken School of Economics, Finland. He is one of the academic researchers pioneering the relationship marketing field. He has published extensively on service and relationship marketing and its many sub-fields. His publications are widely cited.

In 2013 he was selected Legend in Marketing. His book Service Management and Marketing: Managing the Service Profit Logic is now in its fourth edition, published in 2015 by John Wiley.

Dr. Klemens Joos

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Dr. Klemens Joos studied business administration at Ludwig-Maximilians-University (LMU) in Munich where he obtained his doctorate on the topic of »Representing the Interests of German Companies vis-à-vis the Institutions of the European Union« in February 1998. After working as a personal assistant to a Member of the European Parliament, he founded EUTOP International GmbH in 1990.

Since then, EUTOP has dealt with structural and long-term support work for lobbying undertaken by private companies, associations and organisations amongst the institutions of the European Union and selected member states. EUTOP International GmbH in Munich has subsidiaries in Brussels, Frankfurt, Berlin, Vienna, Budapest, Prague and Shanghai, further offices in Paris, Rome and London, as well as, sales representations in Beijing, Tokyo and New York. It is specialised in process-oriented,
structural governmental relations (PSGR®). Dr. Klemens Joos heads the EUTOP Group as its managing partner.

His doctorate was followed by further publications on the topic of lobbying which are available in German, English and Japanese.

Since 2013, Dr. Joos has also been employed at the School of Management at LMU Munich, where he lectures on lobbying as part of stakeholder management.

Professor Bernd Schmitt

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Bernd Schmitt, Ph.D., is widely recognized for his major contributions to branding, marketing, and management through his unique focus on creativity, innovation and the customer experience. He has authored or co-authored eight books which have been translated into more than 20 languages, including Experiential Marketing (1999), Customer Experience Management (2003), Big Think Strategy (2007), and Happy Customers Everywhere (2012).

Schmitt is a frequent keynote speaker at conferences worldwide. His speaking and consulting clients include leading companies in the consumer package goods, automobile, electronics, software, financial services, pharmaceuticals, beauty and cosmetics, hospitality, and media industries.

Schmitt has been profiled on CNNfn's "Business Unusual" and has appeared on BBC, CNBC, CNBC-Asia, CNN, NHK and on "The Daily Show" with Jon Stewart. He has contributed articles to The New York Times, the Asian Wall Street Journal, and the Financial Times.

He is Robert D.Calkins Professor of International Business at Columbia Business School in New York, where he also directs the Center on Global Brand Leadership. He is CEO of The EX Group, a consulting firm focusing on innovation and customer experience. He is also the Executive Director of ACI—a new institute in Singapore focused on Asian business and consumers.


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