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October 12-13, Berlin, Germany


International Customer Experience Management Summit


Why Attend ICEM Summit Berlin 2021?

Customer Interaction has never been more important. The Covid-19 pandemic, social distancing, and lockdowns brought a sudden channel shift to digital self-service and remote channels as well as the need for greater remote working and consideration for customer and employee wellbeing. Mobilizing sudden, rapid transformational change has required new innovative approaches and for the whole organization to align its resources, strategy, and culture around the customer. The future success of each business will depend on its ability to adjust its customer experience to the new realities and expectations of customers as we move to a post-Covid world. I hope you will join me at this important conference as we explore the success, challenges, and lessons learned by some of the industry leaders defining the future of Contact Centers.

Learn more about topics

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    Topics of ICEM

    Key Insights


    Key insights from first day

    • Begin by creating a user journey map that includes touchpoints.
    • Identify and define gaps in the customer journey.
    • Meet your customers where they are.
    • Conduct customer persona research to understand your customer’s goals.
    • Finding your customer in a sea of data. 
    • Interactive panel discussion
    • Live Q&A with experts

    Key insights from second day

    • The top 10 customer service challenges and how to resolve them.
    • In a digital-first world, how can you streamline the consumer experience?
    • Why omnichannel experience (CX) is important for your business
    • Key reasons to move towards an omnichannel customer care model.
    • Personalising conversations with customers
    • Interactive panel discussion
    • Live Q&A with experts
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      Benefits of attending virtual summit

      • Live Presentations
      • 1:1 Meetings
      • Breakout Rooms
      • AI Networking
      • In-Platform Calls
      • Digital Contents
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      Well known industry leaders and emerging talents

      Meet your speakers

      Send me full list of speakers

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        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

        Get comfortable and enjoy your conference

        Welcome to our virtual venue

        In light of ongoing developments with COVID-19 and after thoughtful discussions with our Board of Directors and a few member companies, BINA has decided to move our ECI Summit 2021 to a fully online, virtual experience. Attendees will be able to participate virtually in vital conversations around the Contact Center and Pandemic within the cross-industry. will be able to partake in interactive and engaging experiences through a new dynamic virtual conference platform There will be live streaming, 1 to 1 meetings, Interactive panel discussions, Brainstorming round table sessions same as in offline/in-person events. The virtual system we will use also has interactive exhibition features and includes plentiful opportunities for sponsorship exposure, all while attendees connect from the comfort and safety of their home or office. 

        Thanks for everything

        Gold Sponsors

        Sponsors and knowledge partners

        Interested in becoming a sponsor?

        If your company is interested in sponsoring ICEM Summit Berlin 2021, 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

          Manish Kailkhura

          Head Business Development


          Hanka Kundratova

          Associate Production Manager


          Disha Agarwal

          Associate Production Manager