10th & 11th September 2025
ECI Summit Munich
Excellence in Customer Interaction Summit
See scheduleSee speakers
Step into the next era of customer experience at an event designed to inspire and transform. Connect with visionary leaders, discover breakthrough strategies, and uncover the secrets behind the success stories that are shaping the future. Elevate your expertise, network with top CX professionals, and position yourself ahead of the curve in the heart of Munich. Secure your place today and be part of the evolution!
Trusted by professionals (4.8 of 5)
Prepare for the 3rd Annual Excellence in Customer Interaction Summit Munich, where the future of customer experience comes to life! This is more than an event—it’s a game-changing experience for those passionate about revolutionizing customer engagement. Immerse yourself in the vibrant atmosphere of Munich, where cutting-edge ideas meet powerful discussions and invaluable connections. Amplify your skills, fuel your CX strategy, and step into a world of limitless possibilities. Don’t miss out on this chance to lead the charge in the CX revolution!
- Visionary Keynotes: Gain insights from the industry’s leading voices shaping the future of CX.
- Hands-On Workshops: Immerse yourself in practical, skill-building sessions for real-world impact.
- Exclusive Networking: Connect with top CX professionals and industry influencers.
- Innovative Tech Showcase: Explore the latest technologies driving the next wave of customer experiences.
- Success Stories: Learn from inspiring case studies of organizations excelling in CX.
- Dynamic Panels: Engage in thought-provoking discussions with industry experts and thought leaders.
Get full event details.
Just One Click Away
- The event brochure with the full agenda
- Highlights from last year’s summit
- A complete list of speakers and topics
- Exclusive offers tailored for your company
- Digital library 2024-25
- Details on corporate benefits
Schedule
Starting in
8:45 – 9:00
“Welcome Speech: Opening Session
Andy WilkinsChairman
Setting the Stage for an Engaging Summit.”
9:00 – 9:45
Keynote Presentation
Driving CX Innovation Through Generative AI
9:45 – 10:30
Keynote Presentation
Hyper-Personalization: Unlocking the Next Level of Customer Engagement
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths.
11:00 – 11:30
Keynote Presentation
Omnichannel Excellence: Crafting Seamless Journeys
11:30 – 12:15
Keynote Presentation
Predictive Analytics for Proactive Customer Support
12:15 – 13:00
Interactive Panel Discussion
Theme: The Psychology of Choice: Crafting Experiences That Influence Decision-Making
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:30
Keynote Presentation
AI-Driven Emotional Intelligence in Customer Interactions
14:30 – 15:00
Keynote Presentation
Digital-First Strategy: Shaping the Future of CX
15:00 – 15:30
Keynote Presentation
CX Leadership in the Age of Continuous Disruption
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:30
Keynote Presentation
Enhancing Customer Loyalty with Real-Time Insights
16:30 – 17:15
Round table discussion
CX Beyond the Screen: Designing Multi-Sensory Brand Experiences
17:15 – 17:30
Closing Remarks
Andy Wilkins will share the key takeaways from Day 1.
17:30 – 18:30
Cocktail Reception
Unwind and connect with fellow attendees and speakers in a more informal setting at the hotel bar.
Join our event
08:45 – 9:00
Welcome Speech
Recap and Refocus on the key discussions from Day 1.
9:00 – 9:45
Keynote Presentation
Conversational AI: Revolutionizing Customer Communication
9:45 – 10:30
Keynote Presentation
Humanizing CX in a Digital-Only World
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network, and explore exhibition booths.
11:00 – 11:45
Keynote Presentation
Data Privacy and Trust as CX Differentiators
11:45 – 12:15
Keynote Presentation
Voice of the Customer: From Listening to Action
12:15 – 13:00
Panel Discussion
Theme: From Transactions to Micro-Moments: Designing the Invisible CX Journey
11:30 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:30
Keynote Presentation
Smart Automation for Scalable Customer Experiences
14:30 – 15:00
Keynote Presentation
Bridging the Gap Between Physical and Digital CX
15:00 – 15:30
Keynote Presentation
Personalization at Scale with Machine Learning
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:30
Keynote Presentation
Building Resilient CX Strategies for Long-Term Success
16:30 – 17:15
Roundtable Discussion
Moderator: Andy Wilkins
CX in the Attention Economy: Capturing and Sustaining Customer Engagement in a Distracted World
17:15 – 17:30
Closing Remarks
Final thoughts and takeaways by Andy Wilkins to conclude the event.
Join our event
POWER OF CONNECTIONS
Whom will I meet there
Members of the Board, C-level, Senior Vice Presidents, Vice Presidents, Directors, and Heads of Departments from the Retail sector, Banking, Pharmaceutical, Telecommunication, and Insurance involved in:
Customer Experience Management | Customer Journey Mapping | Digital Experience & Chatbots | Information Technology & AI | Customer Insight & Satisfaction | Digital Transformation | Omnichannel Management | User Experience & Design Thinking | Knowledge Management | Conversational AI and Chatbots
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
WELCOME TO
Munich
Welcome to Munich, the heart of Bavaria and the upcoming host for the Excellence in Customer Interaction Summit. Renowned for its blend of rich cultural heritage and modern innovation, Munich is a city where tradition meets modernity. With landmarks like Marienplatz and state-of-the-art business centres, it’s a hub for both culture and commerce. Munich’s unique charm and dynamic atmosphere make it the ideal location for our summit. We look forward to welcoming you to this vibrant city.
ABOUT US
Excellence through knowledge
Founded in 2013, BINA is a global leader in event management, specialising in in-person and virtual conferences. Headquartered in Central Europe, Slovakia, and supported by three overseas offices with recent expansions in Germany and India, we connect professionals worldwide. Our expertise spans industries such as Financial Services, Telecommunications, Pharmaceuticals, Retail, Aviation, Tourism, and Automotive.
We are young, energetic, focused, and determined to deliver the best customer experience to our clients. At BINA, we’re committed to setting new standards of excellence and exceeding expectations in every event we deliver.
5000
Industry Experts Engaged
200
Partner Organizations
80
Repeat Participation Rate
Interested in becoming a sponsor?
If your company is interested in sponsoring this event, 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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Karen Radley
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karen.radley@binaconf.com
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Camilla Woolf
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