Le Méridien Munich
Bayerstrasse 41,
Munich, Germany, 80335


12:00 - 13:00: Arrival & Networking

Arrive at Le Méridien Munich and enjoy some beverages & snacks while networking with attendees in the One of a Kind Foyer.

13:00 - 13:15: Welcome to SugarConnected

Speaker: James Frampton, SVP & GM, EMEA SugarCRM

13:15 - 14:00: The Race to Customer - Centricity

Join Thomas Hamele (Managing Partner of Best Customer Management GmbH) as he examines what it takes to be customer centric – and why it is such an important topic for businesses in 2022. He will also cast an eye over some of the emerging CX (customer experience) trends in the market as well as highlighting some real-world examples of CX done right. 

Speaker: Thomas Hamele, Executive Partner, BCM

14:00 - 14:45: Panel Discussion: How to Ensure Success Within Your Organisation Using Sugar?

Join Thomas Hamele and Alena Zidek as they discuss with Gordan Vidovic from W&H Dental and Uwe Widiger from DYWIDAG how organisations are ensuring success using Sugar, how they support adoption and how the platform promotes growth.

Speakers: Gordan Vidovic, W&H Dental, Uwe Widiger, DYWIDAG, Thomas Hamele, BCM & Alena Zidek, SugarCRM

15:15 - 16:00: What’s New? What’s Next? Future Direction & Innovation Highlights of SugarCRM

Hear about key technology trends and major business challenges that impact your sales, marketing, and service teams. Understand SugarCRM’s future direction and how we envision helping your organisation thrive today and tomorrow. Learn about recent innovation highlights, see the latest key capabilities in action, and get a preview of future developments.

Speakers: Volker Hildebrand, SVP Product Marketing, SugarCRM & Zac Sprackett, Chief Product Officer, SugarCRM

16:00 - 16:30: Customer Interview: Use Case | World Food Programme

Join Todd Ettelson, Customer Success Director at SugarCRM together with Richard Fort from World Food Programme as they discuss how Sugar is used for inspiring missions. 

Speakers: Todd Ettelson, SugarCRM & Richard Fort, World Food Programme

16:30 - 16:40: Closing Thoughts

Speaker: James Frampton, SVP & GM, EMEA, SugarCRM

16:40 - 17:30: Networking Reception

Join us in the foyer for networking and stop by the booths while enjoying hors d’oeuvres and cocktails. 

17:30 - 18:00: Walk to Oktoberfest

If you have signed up to join us at Oktoberfest also known as “Wiesn”, make sure to pick your special “Oktoberfest treats” at the registration desks at 5:30 PM – just before we leave, right after the networking reception.

We will walk together as a group from Le Méridien to the Knödelei.

18:00 - 23:30: Oktoberfest Party at Knodelei


The world’s largest public festival takes place from mid-September until the beginning of October every year – a great spectacle that should not be missed.  Le Méridien Munich is a 15-minute walk from the Theresienwiese festival grounds where you can enjoy bavarian tradition, rollercoasters and beer tents.

Sugar has reservedseveral tables in a traditional tentfor your enjoyment.


James Frampton SVP and GM, EMEA, SugarCRM
As SVP and GM, EMEA, James is a veteran of the technology arena, with over 23 years of ERP, CRM and IT Service Management experience. At Sugar, he is responsible for overseeing all aspects of sales, marketing, and service for the region. His most recent role was at Saba, a leading talent management company, where he was a spearheading the Go-To-Market functions across the EMEA region. While there, he was also a key member of the leadership team integrating two major acquisitions, with the business seeing growth from 80 to 500+ employees. 
Throughout his career, James has been the executive sponsor for deployments of and has witnessed firsthand the frustration in his own teams due to complexity and a lack of usability. As a result, he is passionate about evangelizing Sugar’s next-generation CX capabilities that create customers for life. 
Thomas U. Hamele Executive Partner, BCM
Trusted Advisor for CRM, CX and customer centric Transformation. Visiting Professor for Strategic Marketing Management, CRM, Market Research.  
More than 20 years of experience in managerial and consulting roles. Recently as Partner and Director at Infosys Consulting, PricewaterhouseCoopers (PwC) and Horváth & Partners.  
As an Executive Partner at BCM he is managing a highly recognized boutique management consulting company, focusing on cross-industry customer centric and digital transformation projects within Europe. Unique consulting offers are CRM & CX Maturity Assessments and CRM tool selection based on the BCM Tool-Analyzer.    
Thomas conducted many international projects Across Europe, the US and Asia. BCM.’s offices are located in Munich, Mainz, Vienna and Milan. 
Volker Hildebrand SVP, Product Marketing, SugarCRM
Volker heads up Global Product Marketing at SugarCRM. He has an extensive background of 20+ years in CRM, ECommerce & CX and held senior leadership roles in product marketing, product management, and product strategy. He has a proven track record of shaping product visions and taking products to market leadership.  He is a renowned customer experience thought leader, a board advisor & start-up mentor, and co-author of “The Customer Experience Edge”.  
Zac Sprackett CPO, SugarCRM
Zac leads SugarCRM’s globally distributed product management, user experience, and engineering organizations. He is responsible for defining the product vision and strategy of the Sugar platform and for the execution of that strategy. He has over 25 years of experience in technology companies having held a variety of leadership roles. 
Previously, Zac served as Senior Vice President of Product, where he drove the strategic vision for the Sugar platform. Before SugarCRM, Zac held management positions at Geeknet, Mitel, VA Linux Systems and Corel Computer Corp. 
Uwe Widiger Manager FT, DYWIDAG-Systems International GmbH
Uwe joined DYWIDAG on 1st October 1998 as a salesman for the original DYWIDAG form tie system. At the beginning his responsibility was the Eastern part of Germany, from Freiburg to Flensburg. 
From 2000 he built up the markets in Scandinavia, Eastern and Southern Europe, later Russia, Kazakhstan, Middle East and South Africa. He started the first steps with the CRM program F&A in 2000. Later, in 2019 he was the main responsible person for the installation and customization of SugarCRM in their German subsidiary. 
Alena Zidek Customer Success Director, SugarCRM
Customer-oriented expert with a strong sales background. More than 10 years of experience in CRM and customer experience. 
Gordan Vidovic Director Sales Operations, W&H Dental
Todd Ettelson Customer Success Director, SugarCRM
I joined Sugar at the start of August 2021 and live in the usually gray, but always excellent city of Berlin. Since joining Sugar, I’ve worked closely with partners and customers in the DACH region to position SugarCRM as a “must-have” platform. I’ve also developed templates for Quarterly Business Reviews and Customer Success Kick-offs so that my team can take a strategic approach to account management. I’ve been in the software industry for 6 years as a CSM and before that, for 12 years in Professional Services. I’m from the US and came to Germany to finish a history Ph.D. on the Nazi state (bad times!)   
Richard Fort Digital Solutions Manager, World Food Programme


Getting to Le Méridien Munich Hotel

  • Distance to hotel 
    • Munich Airport 35km 
  • Other transportation nearby 
    • Bus Station – Munich Central Bus Station (ZOB) 1.5km 
    • Subway Station – Both lines leave airport and take you to the main station of Hauptbahnhof.  From there it is a one-minute walk to hotel. 
    • Train Station – Central Station 1.6km 
  • Hotel Parking 
    • Le Meridien has a parking garage on Goethestraße marked with hotel name.  Parking is 5 Euros per hour or 30 Euros per day. There are 70 slots. 

Activities to Enjoy

Le Meridien is in the city center and in the middle of it all.  Check out the onsite and local experiences.