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Home > Conferences > Brand Design Conference > Keynote Speaker Keynote Speaker CEM: The Future of Brand Leadership Bernd Schmitt, CEO, The EX Group, Robert D.Calkins Professor of International Business, Columbia Business School; author, "Customer Experience Management"   Bernd Schmitt A brand is just an empty promise without a customer experience. In his presentation, Bernd Schmitt will introduce the five-step Customer Experience Management (CEM) framework, a comprehensive tool for managing the customer experience and reviving brands. Mr. Schmitt will present cases of successful CEM implementations for brands in a wide variety of consumer products, services and B2B industries. Most importantly, he will examine organizational resources needed for managing customer experiences, and show how CEM is related to customer equity and lifetime value.