November 14-15, Amsterdam, The Netherlands

ICEM SUMMIT

International Customer Experience Management Summit

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ICEM AMSTERDAM 2019

Why Attend ICEM Summit Amsterdam?

The world is changing at an ever faster pace. New technologies, new fast moving competitors and increasing customer expectations are all putting huge strains on organisations and the sustainability of old business models. The importance of cultivating and sustaining trusted customer relationships that deliver mutual value has never been greater. This is a call to action to listen differently, think differently and act differently so our organisations can deliver valued experiences that truly make a difference to customers and in doing so open up the possibility for our companies to prosper. Join us to hear the latest insights and case studies from organisations that are at the leading edge of transforming the way they engage with their customers and deliver a compelling, differentiating customer experience.

Topics of ICEM

Key Insights

71
hours of content

Key insights from first day

  • Solving 21st-century business problems with Experience Design
  • CX in the age of Artificial Intelligence
  • CX matters more than ever, do it consciously! Way towards a loveable bank
  • Upgrading your CX: A cross industry perspective
  • Communication trends that will impact CX and customer service
  • Unlimited Data and Beyond – The Case of CX and 5G
  • Omni channel management as critical success factor to delivering memorable experiences

Key insights from second day

  • Banking product strategies: disintegration in the modern world and customer impact
  • Customer-Centric Leadership
  • Customer Experience in the Data Economy
  • True Omni Channel Management in a Digital First World
  • Digital Transformation Journey of Turkcell; an inside out digital experience story
  • Omni-channel approach to customer on-boarding experience in lending business
  • Designing and Implementing an Effective CX Strategy

What our attendants value most

Conference Benefits

Extensive workshops, 20+ Key Note Speaker Sessions

95%

Best Practices, Round Table Discussions Demos

90%

Product Demonstrations, More than 15 Case Studies

85%

Networking Breaks, Benchmarking Opportunities, One-to-one interactions

91%

Social Events and Cocktail Reception Post Conference site tours

81%

Who needs this

Designed for chiefs, directors, heads, leaders, managers and executives

For everyone involved in: Customer Experience Management | Digital Care | Information Technology | Product Management | Client relationship Development | Customer Life Cycle Strategies | CRM & Omni Channel Management | Customer Care & Service Quality Retention & Loyalty Programs | Customer Insight & Satisfaction | Enterprises Feedback Management | Channel & Multichannel Management | Process Excellence | Social Media & Brand Management | Marketing sales

Reserve my seat

Well known industry leaders and emerging talents

Keynote Speakers

Simon

Norris

CEO | Nomensa

Fredrik

Lemming

Head of Sales & CX | Telia Company

Diana

Medimorec

Customer & Partner Experience Leader | Microsoft

Floortje

Rasenberg

Managing Director | International Speaker

Hannah

Tempest

Head of Experience Delivery | Nomensa

Andy

Wilkins

CX Thinker & Practitioner | BINACONF

Maria

Lagutina

Head of Customer Journey, Innovation | International Speaker

Peter

Halsor

Senior Vice President Customer Experience | Riyad Bank

Sydney

Brouwer

International Speaker | Sydney Brouwer

Ross

Sampson

Omni Channel Specialist | Eckoh

Monique

Jansen

Partner & Managing Consultant | Buljan & Partners

Burçak

Özgen

Head of International Business Experience | Turkcell

Jonas

Kronlund

Head of Customer Development | Elisa

Freek Oldenhuis

Arwert

Strategic Account Executive CX | Oracle

Laura

Tengerdi

Head of Communications & Customer Experience | Budapest Bank

Dmitry

Lytkin

SVP, Head of Digital Channels and Customer Experience Company | Citibank

Everything you need to know

Conference schedule

  • 08:30AM – 09:00AM / Registration open /  Grab a cup of coffee, your badge and conference material
  • 09:00AM – 09:30AM Opening Remarks by Chair Introductions – know your peers before we start
  • 9:30AM – 11:00AM / Keynotes / Keynotes, case studies & presentations
  • 11:00AM – 11:30AM Morning networking break Coffee, tea, fresh juices, bakery delights & fruits will be served
  • 11:30AM – 12:30AM Keynotes Keynotes, case studies & presentations
  • 12:30PM – 01:15PM Roundtable Roundtable Brainstorming session
  • 01:15PM – 02:00PM Lunch Break Premium buffet lunch with coffee and drinks
  • 02:00PM – 03:30PM Keynotes Keynotes, case studies & presentations
  • 03:30PM – 04:00PM  Afternoon networking break Coffee, tea, fresh juices, bakery delights & fruits will be served
  • 04:00PM – 05:00PM Keynotes  Keynotes, case studies & presentations
  • 05:00PM – 05:30PM Interactive discussion panel  Panel of 4 industry experts will take this Q & A session
  • 05:30PM – 06:00PM Closing ceremony  Daily wrap up session and Closing remarks
  • 06:00PM – 07:00PM  Cocktail Reception  Registration required
  • 08:30AM – 09:00AM / Registration open / Grab a cup of coffee, your badge and conference material
  • 09:00AM – 09:30AM / Opening Remarks by Chair / Quick review of Day 1
  • 9:30AM – 11:00AM / Keynotes / Keynotes, case studies & presentations
  • 11:00AM – 11:30AM / Morning networking break / Coffee, tea, fresh juices, bakery delights & fruits will be served
  • 11:30AM – 12:30AM / Keynotes / Keynotes, case studies & presentations
  • 12:30PM – 01:15PM / Roundtable / Roundtable Brainstorming session
  • 01:15PM – 02:00PM / Lunch Break / Premium buffet lunch with coffee and drinks
  • 02:00PM – 03:30PM / Keynotes / Keynotes, case studies & presentations
  • 03:30PM – 04:00PM / Afternoon networking break / Coffee, tea, fresh juices, bakery delights & fruits will be served
  • 04:00PM – 05:00PM / Keynotes / Keynotes, case studies & presentations
  • 05:00PM – 05:30PM / Interactive discussion panel / Panel of 4 industry experts will take this Q & A session
  • 05:30PM – 06:00PM / Closing ceremony / Daily wrap up session and Closing remarks

If you prefer to have schedule sent to you via mail please do it here.



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Need additional pricing info? Get in touch for custom and high-volume pricing.

Don't just take our word for it

What they say about us

Very good selection of topics, very interactive. Very good location.

TelefonicaDirector Customer Experience

Many insights and important topics. Good venue, well organized.

SEBHead of region Baltic Countries

Great event, nice friendly staff from Bina. Useful agenda, interesting format, significant contacts within participants and speakers. Unchangeable Experience!!

ABN Amro BankDirector Contact Center

There are very good and relevant speakers with the experience and expertise which is very appropriate. Having presentations in USB stick is great!

VodafoneDirector International Sales and Marketing Operations

The topics and discussions were of high level and really useful.

TurkcellDirector Customer Relations

Very good meeting with overall very relevant topics. Good opportunity to discuss, share experience and get connected.

Citi BankMember of board

Very enjoyable and extremely thought-provoking discussions in a very interactive group.

TelecomMember of Board Orange

All speakers were very good, interesting discussions, interesting topics, perfect!

T-MobileVice President Customer Experience

Interesting topics and good organization, good participants!

Austrian TelecomVice President Customer Interaction

This was my first ICEM Conference. I was amazed by the diversity of research topics on CX. I enjoyed networking with peers from cross industry, As well as those from different countries''

Royal Bank of ScotlandDirector Customer Operations

'Hot topics, fantastic speakers and lovely audience, & great location, I had great time thank you very much for the invitee. Looking forward to meeting you all next year. All the best!

ING BankHead of Division

Where it's all gonna happen

Welcome to Amsterdam

Radisson Blu Hotel
Radisson Blu Hotel Rusland 17, 1012 CK Amsterdam Netherlands
Phone: +31 20 6231231

Stay downtown in the city of canals at the 4-star Radisson Blu Hotel. Located in the De Wallen area of Amsterdam, our central hotel offers a unique base for exploring this modern metropolis with all its tangible cultural heritage. The historic buildings and monuments of Dam Square are practically on our doorstep, and the famed Van Gogh Museum and Anne Frank House are both within walking distance. If you’re traveling for business, you’ll find convenient access to public transport, and the RAI Convention Center is only 4 km away.

Location & Arrival
Check all the transportation details on hotel’s website.

Amsterdam is an ideal conference destination, it is well connected to rest of the world, connect 300 destinations with direct flights. Technology plays a serious role in modern events too, so whether you wish to video conference with colleagues in Tokyo, New York or Buenos Aires, we’ve got you covered.Amsterdam’s digital connectivity is amongst the best in the world. There’s a lot to experience for locals and visitors, too: Amsterdam is packed with cultural, historical and architectural delights from museums and attractions to restaurants, cafés, shopping and nightlife.The city’s cultural scene is bustling, ensuring visitors can have both a memorable meeting and great experiences after business hours. And transport is straight-forward and convenient, whether it’s by taxi, train, tram, metro, bus, ferry, bike or on foot, so journeys are short, pleasant and enlightening for guests from the Netherlands or beyond.

Thanks for everything

Partners & sponsors

Interested in becoming a sponsor?

If your company is interested in sponsoring ICEM Summit Amsterdam 2019, we’d love to hear from you. Send us a quick email and we’ll get right back to you with some more information and our sponsorship brochure

Request now

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Contact us

Sales Department

Gabriel Lee Mur
sales@binaconf.com

General Information 

Anita Lohr

info@binaconf.com

Reservation desk

Events@binaconf.com