International Customer Experience Management Summit
ICEM BERLIN 2021
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.
Topics of ICEM
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
Benefits of attending virtual summit
- Live Presentations
- 1:1 Meetings
- Breakout Rooms
- AI Networking
- In-Platform Calls
- Digital Contents
Well known industry leaders and emerging talents
Meet your speakers
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.
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.
An exciting project Lara recently worked on was taking a new product to market in under two weeks from inception to implementation. Lara is delighted to be speaking at the ICEM summit and is looking forward to getting involved in many of the CX conversations. Oh, did we mention that Lara is South African? Why does that matter? Well, naturally she is very passionate about rugby and wine. She is big on spending time with family and friends.
Koray has been involved in the implementation and anchoring of CX tactics and strategies for more than 7 years.
As an alumnus of the renowned Lund University as well as the HPI School of Design Thinking he specialized in international brand management and has already worked as a specialized CX consultant for international clients such as Porsche AG, KraussMaffei
Group, and Fraunhofer.
Driven by a commercial mindset, Beppe sits at the crossroads of consumer value, technology, people, and technical knowledge to foster innovation in insurance.
Besides his corporate role - helping large life & health insurers across the globe to deliver solutions - Beppe actively mentors startups and has lately co-founded the non profit think-tank Swiss Insurtech Hub.
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.