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.
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
What our attendants value most
Conference Benefits
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
Well known industry leaders and emerging talents
Meet your speakers
In the past 5+ years, I have been leading projects to shape future service design concepts for the
mobile and fixed-line business. My area of expertise includes user research, service design applied to retail experience and to Human Resources processes and organization I recently moved from Italy to the UK to join the Vodafone Global Design Studio, and I am very proud of being a User Research Manager in this amazing team.
mobile and fixed-line business. My area of expertise includes user research, service design applied to retail experience and to Human Resources processes and organization I recently moved from Italy to the UK to join the Vodafone Global Design Studio, and I am very proud of being a User Research Manager in this amazing team.
Customer centricity is more than my area of expertise: it's a deep-seated conviction!
From PR to marketing, I have built an expertise about Customer Relationship Management which
allows me to deal with strategic transformation topics with the strength that comes from knowledge
of operational realities. From CANAL+ to BNP Paribas through PMU and Boulanger, I have learned
that performance comes from both giving MEANING to actions and daily care to TEAMS.
From PR to marketing, I have built an expertise about Customer Relationship Management which
allows me to deal with strategic transformation topics with the strength that comes from knowledge
of operational realities. From CANAL+ to BNP Paribas through PMU and Boulanger, I have learned
that performance comes from both giving MEANING to actions and daily care to TEAMS.
I am an open-minded and experienced Head of Customer Experience Consultants. I have a demonstrated history of working in the banking industry. Recently i am working on a next level concept development and execution of an CX insights framework to measure and steer on Customer Journeys and rNPS. I love to work in a dynamic, customer orriented, innovative environment. In my day-to-day work i use design thinking methods and work in agile scrum teams. I am always open to share knowledge and experiences.
Transforming tech-driven innovations into business and success! 20+ years of experience and track record in the field of telecommunication and digital markets. Product innovation professional with strong strategy and user-centered background. Project lead in numerous international projects - facilitating cross-functional international teams. Dynamic and empathetic motivator. High rate of achievement in driving projects and pilot implementations forward to success. High level of commitment with excellent communication skills and strong solution orientation.
I am a Design Leader & Certified Customer Experience Professional (CCXP) who has worked across a range of industries and challenges. My focus is on creating human centred design organisations who deliver profitability through meaningful customer experiences.
My experience combines a strong background in Service Design, Research and HCD methodologies with organisational design and capability building experience.
My experience combines a strong background in Service Design, Research and HCD methodologies with organisational design and capability building experience.
Sara Öhrvall, has been appointed Chief Digital, Customer Experience and Communications Officer and member of SEB's Group Executive Committee. Sara Öhrvall has an extensive background within digital transformation, product development as well as communication from a number of industries. She is presently a senior advisor and a board director of Investor, SEB, Bonnier Books, Bonnier News, Umeå University and Vinnova. Sara Öhrvall holds a Master of Science in International Business from Umeå University.
Stephanie Pelsmakers moved from Belgium to The Netherlands in 2014 to chase her passion for Digital Customer Experience and making it EASY for customers. Her professional experience is a sweet cocktail of data-analytics, B2C as well as B2B marketing, agile transformation, IT delivery for both web and mobile environments and AI development. She has been working for ING for over 11 years now. In March 2019 she was appointed the first Customer Experience Implementation Lead for ING Netherlands and Belgium. The exiting challenge: to make all people in ING, high and low, #customercrazy in times of transformation, Know Your Customer, pressure on costs and rapidly increasing customer expectations.
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.
Flexible pricing with no surprises
Conference Tickets
Basic pass
Conference passBusiness Lunch
Tea, coffee & snacks
Cocktail reception
Gold pass
Conference passAccommodation
Business Lunch
Tea, coffee & snacks
Cocktail reception
Premium pass
Premium Pass (Top)Conference Pass (X2)
Accommodation (X2)
Business Lunch
Tea, coffee, snacks
Cocktail reception
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
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
Feel free to
Contact us
Manish Kailkhura
Head Business Development
manish.kailkhura@binaconf.com
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Karen Radley
Conference Manager
icem@binaconf.com
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Alexander Barot
Conference Assistant
alexander.barot@binaconf.com
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