{"id":504363,"date":"2024-01-18T09:12:18","date_gmt":"2024-01-18T17:12:18","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/die-zukunft-navigieren-cx-und-ex-trends-des-jahres-2024"},"modified":"2024-09-20T17:34:54","modified_gmt":"2024-09-21T00:34:54","slug":"navigating-the-future-cx-and-ex-trends-of-2024","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/de-de\/webinars\/navigating-the-future-cx-and-ex-trends-of-2024","title":{"rendered":"Die Zukunft navigieren: CX- und EX-Trends des Jahres 2024"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8220;bgc-lgray&#8220; flair=&#8220;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8220;][vc_row][vc_column width=&#8220;1\/2&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1 text-orange\">Jetzt verf\u00fcgbar<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8220;&#8220;]<\/p>\n<h1>Die Zukunft navigieren:<\/h1>\n<h4>CX- und EX-Trends des Jahres 2024<\/h4>\n<p>[\/vc_column_text][vc_column_text]Die Innovatoren der Welt stellen immer h\u00f6here Erwartungen an das Kundenerlebnis &#8211; und haben wenig Geduld f\u00fcr schlechte Leistungen. Tats\u00e4chlich hat ein Drittel der Verbraucher im vergangenen Jahr nach einem negativen Kundenerlebnis die Marke gewechselt.<\/p>\n<p>Um Unternehmen bei der Innovation und Optimierung des Kundenerlebnisses zu unterst\u00fctzen, haben wir f\u00fcnf Branchenexperten um uns versammelt, um die f\u00fcnf Trends zu erkunden, die das Kunden- und Mitarbeitererlebnis im kommenden Jahr beschleunigen werden &#8211; damit Sie diese neuen Erwartungen an das Kundenerlebnis erf\u00fcllen und \u00fcbertreffen k\u00f6nnen.[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/2&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Willkommen zur\u00fcck<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Nicht du?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7014X000002evYXQAY\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/504363?thankyou=504363&page_type=webinars\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/504363\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"de-de\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/webinars\/504363\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"504363\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Gesch\u00e4ftliche E-Mail\" placeholder=\"Gesch\u00e4ftliche E-Mail\">\n        <label for=\"fe192\">Gesch\u00e4ftliche E-Mail<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Vorname\">\n        <label for=\"fe190\">Vorname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Nachname\">\n        <label for=\"fe191\">Nachname<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n  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el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Bankwesen<\/option><option value=\"Business Services\">Unternehmensdienstleistungen<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energie- und Versorgungsunternehmen<\/option><option value=\"Entertainment\">Unterhaltungsbranche<\/option><option value=\"Government\">Beh\u00f6rden<\/option><option value=\"Insurance\">Versicherungen<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option 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solutions\">\u2026 vergleiche L\u00f6sungen<\/option><option value=\"Ready for a conversation\">\u2026 bin an einem Gespr\u00e4ch interessiert<\/option>\n        <\/select>\n        <label for=\"fe222\">Ich \u2026<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21\u201350<\/option><option value=\"51-100\">51\u2013100<\/option><option value=\"101-300\">101\u2013300<\/option><option value=\"301-500\">301\u2013500<\/option><option value=\"501-1000\">501\u20131000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Kein Contact\u00a0Center<\/option><option value=\"Don't Know\">Ich wei\u00df es nicht<\/option>\n        <\/select>\n        <label for=\"fe225\">Anzahl der Arbeitspl\u00e4tze im Contact Center<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box required\"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Ja. Ich m\u00f6chte per E-Mail oder Telefon \u00fcber Neuigkeiten zu Genesys auf dem Laufenden gehalten werden.<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Jetzt ansehen\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Jetzt ansehen\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Durch die Bereitstellung Ihrer Informationen erkl\u00e4ren Sie sich mit unseren <a href=\"https:\/\/www.genesys.com\/de-de\/company\/legal-docs\/datenschutzerklaerung\" target=\"_blank\">Datenschutzbestimmungen<\/a> einverstanden<\/span><\/div><\/div><\/form><\/div>[\/vc_column][vc_column]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_column_text]<\/p>\n<h4 class=\"text-orange\">Sehen Sie jetzt zu und bleiben Sie der Zeit voraus und erfahren Sie warum:<\/h4>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<ul>\n<li>Marken werden jeden Touchpoint in der Customer Journey nutzen, um die Beziehung kontinuierlich zu vertiefen<\/li>\n<li>K\u00fcnstliche Intelligenz wird eine Welt ohne Fragen schaffen<\/li>\n<li>F\u00fcr eine durchg\u00e4ngige Umgestaltung des Kundenerlebnisses werden drei KI-Technologien ben\u00f6tigt<\/li>\n<li>Und vieles mehr<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=&#8220;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8220;][vc_row][vc_column][vc_column_text]<\/p>\n<h2 style=\"text-align: center;\"><strong class=\"no-bottom-padding no-bottom-margin no-padding font-roboto\">Lernen Sie die Speaker kennen<\/strong><\/h2>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8220;2\/4&#8243;][vc_row_inner r_gutter_size=&#8220;gutter-small&#8220; equal_height=&#8220;yes&#8220; content_placement=&#8220;top&#8220; el_class=&#8220;speaker_list&#8220;][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;499836&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong class=\"text-orange\">Nerys Corfield<\/strong><br \/>\nDirector,<br \/>\nInjection Consulting<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;499843&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong class=\"text-orange\">Christina &#8222;CK&#8220; Kerley<\/strong><br \/>\nInnovation Speaker,<br \/>\nTrainer und Futurist,<br \/>\nallthingsCK<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner r_gutter_size=&#8220;gutter-small&#8220; equal_height=&#8220;yes&#8220; content_placement=&#8220;top&#8220; el_class=&#8220;speaker_list&#8220;][vc_column_inner width=&#8220;1\/2&#8243;][\/vc_column_inner][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;499840&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong class=\"text-orange\">Merijn te Booij<\/strong><br \/>\nGeneral Manager of<br \/>\nWorkforce Engagement Management,<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8220;2\/4&#8243;][vc_row_inner r_gutter_size=&#8220;gutter-small&#8220; equal_height=&#8220;yes&#8220; content_placement=&#8220;top&#8220; el_class=&#8220;speaker_list&#8220;][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;499844&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong class=\"text-orange\">Brent Leary<\/strong><br \/>\nCo-founder and Partner,<br \/>\nCRM Essentials LLC<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;500902&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong class=\"text-orange\">Michael Maoz<\/strong><br \/>\nSenior Vice President<br \/>\nof Innovation Strategy,<br \/>\nSalesforce<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner r_gutter_size=&#8220;gutter-small&#8220; equal_height=&#8220;yes&#8220; content_placement=&#8220;top&#8220; el_class=&#8220;speaker_list&#8220;][vc_column_inner width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;499841&#8243; img_size=&#8220;full&#8220;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong class=\"text-orange\">Ginger Conlon<\/strong><br \/>\nDirector of<br \/>\nThought Leadership,<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8220;1\/2&#8243;][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8220;bgc-lgray&#8220; flair=&#8220;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8220;][vc_row][vc_column width=&#8220;1\/2&#8243;][vc_column_text] Jetzt verf\u00fcgbar [\/vc_column_text][vc_column_text css=&#8220;&#8220;] Die Zukunft navigieren: CX- und EX-Trends des Jahres 2024 [\/vc_column_text][vc_column_text]Die Innovatoren der Welt stellen immer h\u00f6here Erwartungen an das Kundenerlebnis &#8211; und haben wenig Geduld f\u00fcr schlechte Leistungen. Tats\u00e4chlich hat ein Drittel der Verbraucher im vergangenen Jahr nach einem negativen Kundenerlebnis die Marke gewechselt. 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width: 108.59%;\">\r\n<tbody>\r\n<tr>\r\n<td style=\"width: 33.2168%;\"><img class=\"wp-image-499343 aligncenter\" src=\"https:\/\/www.genesys.com\/media\/Venesa-Musovic-Guillaume-modified-3.png\" alt=\"\" width=\"100\" height=\"100\" \/><\/td>\r\n<td style=\"width: 37.9051%;\"><img class=\"wp-image-499350 aligncenter\" src=\"https:\/\/www.genesys.com\/media\/1695832689462-modified.png\" alt=\"\" width=\"100\" height=\"100\" \/><\/td>\r\n<td style=\"width: 37.2569%;\"><img class=\"wp-image-499349 aligncenter\" src=\"https:\/\/www.genesys.com\/media\/1620959417892-modified.png\" alt=\"\" width=\"100\" height=\"100\" \/><\/td>\r\n<\/tr>\r\n<tr>\r\n<td style=\"width: 33.2168%;\"><span style=\"box-sizing: border-box; font-weight: bold; color: #4e5054; font-family: Roboto, sans-serif; font-size: 18px; text-align: center;\">Venesa Musovic Guillaume\r\n<\/span><span style=\"color: #4e5054; font-family: Roboto, sans-serif; font-size: 18px; text-align: center;\">Lead Editor, Customer\r\nExperience Magazine<\/span><\/td>\r\n<td style=\"width: 37.9051%;\"><span style=\"color: #4e5054; font-family: Roboto, sans-serif; font-size: 18px; text-align: center;\"><strong>Dennis Wakabayashi\r\n<\/strong><\/span><span style=\"color: #4e5054; font-family: Roboto, sans-serif; font-size: 18px; text-align: center;\">Chief Collaboration Officer,\r\nTeam Wakabayashi\r\n<\/span><\/td>\r\n<td style=\"width: 37.2569%;\"><span style=\"box-sizing: border-box; font-weight: bold; color: #4e5054; font-family: Roboto, sans-serif; font-size: 18px; text-align: center;\">Ginger Conlon\r\n<\/span><span style=\"box-sizing: border-box; color: #4e5054; font-family: Roboto, sans-serif; font-size: 18px; text-align: center;\">Thought Leadership Director,\r\nGenesys<\/span><\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text]\r\n<h1 class=\"font-roboto\">Customer Experience Horizons<\/h1>\r\n<h2>Die Zukunft des Kundenerlebnisses ist da.\r\nMachen Sie sich bereit f\u00fcr das, was als N\u00e4chstes kommt.<\/h2>\r\n[\/vc_column_text][cutoff co_thick=\"2px\"][vc_column_text]Ein Drittel der Verbraucher hat im vergangenen Jahr nach einer negativen Kundenerfahrung die Marke gewechselt. Da die Erwartungen der Kunden an eine nahtlose Kundenerfahrung (CX) mit und ohne Unterst\u00fctzung weiter steigen, stehen Unternehmen unter enormem Druck, Innovationen zu entwickeln und die Kundenbindung zu optimieren.\r\n\r\n\"Customer Experience Horizons\" ist ein neuer Bericht von MIT Technology Review Insights, der untersucht, wie Unternehmen aller Branchen die Zukunft von CX, das Wertversprechen f\u00fcr Mitarbeiter und die Rolle des Contact Centers neu \u00fcberdenken werden.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][mktoform cta_header=\"\" cta_button=\"Jetzt ansehen\" form_p_target=\"custom\" form_reach=\"noreach\" cid_id=\"7014X000002evYSQAY\"][webinarschedulesingle][\/vc_column][vc_column][cutoff co_thick=\"2px\"][vc_column_text]\r\n<h3 class=\"text-orange font-roboto\">Die Highlights:<\/h3>\r\n[\/vc_column_text][vc_column_text]\r\n<ul>\r\n \t<li><strong class=\"text-orange\">\u00a0Journey-relevante Erkenntnisse<\/strong>, die Ihr Contact Center unterst\u00fctzen<\/li>\r\n \t<li><strong class=\"text-orange\">Ermitteln Sie die wichtigsten M\u00f6glichkeiten <\/strong> zur Beseitigung von Reibungsverlusten und zur Verbesserung der Leistung Ihres Contact Centers<\/li>\r\n \t<li><strong class=\"text-orange\">Entwerfen und erstellen <\/strong>Sie nahtlose automatisierte und gef\u00fchrte Journeys, um die Erfahrungen von Kunden und Mitarbeitern zu verbessern<\/li>\r\n \t<li><strong class=\"text-orange\"> Skalieren Sie Ihr Journey-Insights-Programm <\/strong> mit speziell entwickelter Technologie<\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section disable_element=\"yes\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][vc_column_text]\r\n<h2 style=\"text-align: center;\"><strong class=\"font-swb no-bottom-padding no-bottom-margin no-padding\">Erfahren Sie mehr \u00fcber die Speaker<\/strong><\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"2\/4\"][vc_row_inner 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