March 25-26, Berlin, Germany

ICEM SUMMIT

International Customer Experience Management Summit

ICEM BERLIN 2020

Why Attend ICEM Summit Berlin 2020?

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.
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Topics of ICEM

Key Insights

100
delegates
50
companies
20
speakers

Key insights from first day

  • The future of CX in Banking, Financial Services & Insurance, Telecom according to research
  • What next for Customer Experience?
  • Upgrading your Customer Experience: A cross industry perspective
  • Creating Value Through Transforming Customer Journeys
  • Customer Advocacy and Redesigning Customer Journeys

Key insights from second day

  • How to deliver seamless Omni Channel Customer Experience on a Global Scale
  • Measure what, understand how – the CX complexity in omnichannel world
  • Driving an Omni-Channel Experience
  • The Basic Human Needs System as grounded methodology for Customer and Employees Experience Design
  • End-to-End Customer Experience Design as the backbone for a successful business strategy
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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

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Well known industry leaders and emerging talents

Meet your speakers

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Everything you need to know

Conference schedule 2020

  • 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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Flexible pricing with no surprises

Conference Tickets

Basic pass

Conference pass
 Business Lunch
Tea, coffee & snacks
Cocktail reception
Accommodation
Premium pass
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Gold pass

Conference pass
Accommodation
Business Lunch
Tea, coffee & snacks
Cocktail reception
Accommodation
apply today

Premium pass

Premium Pass (Top)
Conference Pass (X2)
Accommodation (X2)
Business Lunch
Tea, coffee, snacks
Cocktail reception
apply today

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 Berlin

Radisson Blu Hotel
Karl-Liebknecht-Str. 3, 10178 Berlin
Phone: +49 30 238280

The Radisson Blu Hotel Berlin is the perfect starting point for your business trip to the German capital as it lies in the heart of City West just a few stops from Berlin’s fairgrounds. Attentive and discrete employees, a breakfast buffet rich in variety and comfortable, generous and functional rooms and suites make your stay at our business hotel a special experience.

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

Thanks for everything

Sponsors

Knowledge partners

Interested in becoming a sponsor?

If your company is interested in sponsoring ICEM Summit Berlin 2020, 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

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Contact us

Manish Kailkhura

Head Business Development
manish.kailkhura@binaconf.com
LinkedIn

Karen Radley

Conference Manager
icem@binaconf.com
Linkedin

Alexander Barot

Conference Assistant
alexander.barot@binaconf.com

LinkedIn