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7.-8. September 2021

ECI summit

Excellence in Customer Interaction Summit

ECI summit online

Why attend ECI summit online?

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 a 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 the lessons learnt 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

    150
    delegates
    100
    companies
    20
    speakers

    Key insights from first day

    • Remote Banking: Bridging the Future
    • Nordic best practices for customer interactions
    • Turkcell AI Technologies
    • Uncertainty without a deadline: why is employees’ motivation and emotional health so important in a crisis situation?
    • Emotional reverse journeys designed using AI and measuring customer emotions
    • A new way of partnership to maximize the outcome
    • Employee engagement and motivation in remote Service Desk setup
    • Modern Customer Engagement: Technology & Beyond

    Key insights from second day

    • WhatsApp: how this app’ is increasing our Customers and Teams satisfaction – Belgian Insurance Market
    • Customer Care during COVID
    • How to play your strengths- Luminor example of rapid growth in the Mortgage lending area
    • Creating the Telefónica Ecosystem. A Company of Data and Platforms for superior Customer Experience
    • AI and intent mining for Bots
    Send me full agenda



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      Benefits of attending virtual summit

      • Live Presentations
      • 1:1 Meetings
      • Breakout Rooms
      • AI Networking
      • In-Platform Calls
      • Digital Contents
      Reserve my seat

      Well known industry leaders and emerging talents

      Meet your speakers

      Pedro Taborda

      Head of Remote Banking Caixa Geral de Depósitos

      Portugal

      Alisa Golić

      Head of Contact Center Bosna Bank International

      Bosnia and Herzegovina

      Caner Canak

      Associate Director, Artificial Intelligence and Data Analytics Turkcell

      Turkey

      Carmen Lopez - Suevos

      Director Client Experience Vodafone

      Spain

      Gonzalo Gómez

      Global Contact Centre Director Telefonica

      Spain

      Augmante Alisauskaite

      Head of Corporate Client Support Swedbank

      Lithuania
      Send me full list of speakers

         
         
         
         
         
         

        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

        Sponsors and knowledge partners

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        Interested in becoming a sponsor?

        If your company is interested in sponsoring ICEM Summit online 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
          manish.kailkhura@binaconf.com
          LinkedIn

          Karen Radley

          Conference Manager
          icem@binaconf.com
          Linkedin

          Hanka Kundratova

          Associate Production Manager
          hanka.kundratova@binaconf.com
          Linkedin