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Customer Centricity in the digital age – ideas from a watch manufacturer

IWC Schaffhausen
Best Practice Meetings

Wednesday, 05 June 2019
11.00 am - 5.30 pm, Schaffhausen

With a clear focus on technology and development, the Swiss watch manufacturer IWC Schaffhausen has been creating timepieces of enduring value since 1868. The company has established an international reputation with its passion for innovation and technical inventiveness. As one of the world's leading brands in the luxury watch segment, IWC creates masterpieces of haute horlogerie that combine engineering and precision with exclusive design. As a company with environmental and social responsibility, IWC embraces sustainable production, supports institutions around the globe with their youth work and maintains partnerships with environmental protection organisations.



Andreas Manfred Voll, COO IWC Schaffhausen, Branch of Richemont International SA, Schaffhausen (CH). Andreas Voll joined IWC Schaffhausen in 2007 after an external consultancy project. In his first role, as Head of Production Planning, he was responsible for coordinating and optimising internal production processes. After two years, he also took on responsibility for Sales & Operations planning. He was promoted to Associate Director Customer Service & Business Development in 2012 and in this role was in charge of important strategic projects such as building the new Manufakturzentrum and expanding IWC's international service organisation. Since 2016, he has been responsible for all processes along the value chain as Chief Operating Officer and Member of the Executive Committee.


Franziska Gsell, CMO IWC Schaffhausen, Branch of Richemont International SA, Schaffhausen (CH). Franziska Gsell has headed IWC Schaffhausen's Marketing & Communications Department as Chief Marketing Officer and Member of the Executive Committee since 2015. She is responsible for the development and implementation of the global strategy in more than 20 markets. In addition, she chairs IWC's Sustainability Committee. She previously headed the luxury legwear brand Fogal as CEO. She gained her extensive experience in the commercial field in a variety of sales and marketing roles, including working at Feldschlösschen/Carlsberg and as Marketing Director and Member of the Board of Lindt & Sprüngli (Schweiz) AG.


Marc Walder, Member of the SMG Executive Board, CEO Ringier Ltd. Marc Walder has been CEO of Ringier Ltd since 2012. Walder holds a number of mandates in addition to this position. Among other things, he acts as Chairman of the Board of Directors of Scout24 Switzerland Ltd., Admeira Ltd and Ringier Africa AG as well as Vice-Chairman of the Boards of Directors of JobCloud Ltd and Ticketcorner Ltd. He is also a member of the Board of Directors of the global sports data company Sportradar AG. Marc Walder is a member of the Digital Advisory Council of the Swiss Federal Council and founder of the digitalswitzerland initiative to make Switzerland a leading digital innovation hub, in which more than 130 of the largest companies and institutions in Switzerland promote the country's digital development and transformation


12.30 pm

Delegates arrive at IWC Headquarter

1:00 pm

Welcome by Marc Walder, Member of the SMG Executive Board

Introduction to the world of IWC Schaffhausen
Franziska Gsell, CMO IWC, and Andreas Voll, COO IWC

1:50 pm

Transfer to IWC Manufakturzentrum

2:00 pm

Speech by Andreas Voll, COO IWC:
«Customer Centricity in the digital age – the Operations perspective»

Tour of the Manufakturzentrum

3:50 pm

Transfer to IWC Headquarters

4:00 pm

Speech by Franziska Gsell, CMO IWC:
«Customer Centricity in the digital age – Marketing examples»

4:30 pm

Summary and outlook
Drinks reception hosted by IWC Schaffhausen

6:00 pm

End of the event

Registration and fee

This event is fully booked. We ask for your understanding that we can no longer accept applications.


Host and event organiser

IWC Headquarter
Baumgartenstrasse 15
8200 Schaffhausen

Event organiser
Swiss Management Association
Zeltweg 48, 8032 Zurich
office [at],
Telephone + 41 44 202 23 25

How to get there

IWC Headquarter
Baumgartenstrasse 15
8200 Schaffhausen

Arriving by public transport
Schaffhausen is very easy to reach by public transport. Schaffhausen railway station is just a few minutes' walk from IWC Schaffhausen.

Arriving by car
From the A4 motorway, take exit 5 «Schaffhausen Süd» and follow signs for «Neuhausen / Rheinfall / Kreuzlingen / Zentrum». Continue driving straight down Gründenstrasse and turn right onto Mühlenstrasse. After that, take Grabenstrasse, Oberstadt, Neustadt, Rheinstrasse and Klosterstrasse to Baumgartenstrasse. There is no parking right at IWC. Please park in the one of the three multi-storey car parks in the immediate vicinity.

How to get there



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