Dr. Volker Hildebrand, Global Vice President, SAP Customer Experience. Volker has more than two decades of experience in the CRM and eCommerce space and held various leadership positions at SAP, SAP Markets and SAP Hybris. He has been an early evangelist of customer experience and customer engagement and is a widely recognized expert, thought leader, researcher, author, and keynote speaker. Volker has a Ph.D. in Business Economics and has written more than 100 articles and is the author of five books; his latest book “The Customer Experience Edge” was published by McGraw Hill.