15th & 16th April 2026
AI CX SUMMIT
AI-Driven Customer Experience Summit – EMEA
Join us for the AI-Driven Customer Experience Summit EMEA, a high-impact virtual conference bringing together CX leaders, AI strategists, digital innovators, and senior decision-makers from Banking & Financial Services, Telecommunications, Travel, Aviation & Hospitality, and Utilities & Energy to explore how artificial intelligence is redefining customer experience across industries. Designed for organizations moving beyond experimentation, the summit focuses on scalable, ethical, and measurable AI-powered CX transformation, covering everything from real-time personalization and intelligent automation to human-AI collaboration, delivering practical insights that drive real impact.
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Trusted by professionals (4.8 of 5)
This virtual summit offers deep, practical insights into AI-powered customer experience transformation, combining strategy, technology, and human-centered design.
What you’ll gain:
- Industry Expertise: Learn from global leaders across Banking, Finance, Telecom, Travel, Hospitality, Utilities, and Energy
- Future-Ready Insights: Explore AI, GenAI, predictive personalization, and responsible AI in CX
- Actionable Case Studies: Real-world examples delivering measurable CX and business impact
- Skill Advancement: Frameworks, tools, and best practices to scale AI-driven CX
- Strategic Networking: Engage virtually with CX, AI, and digital leaders across EMEA
“Today, great CX is built where AI and empathy meet. ICEM Summit London brings together leaders to share what’s working now—and what’s next—so you leave with ideas you can apply immediately.”
Katie StablerFounder and Director of Customer Experience / UK
Day 1
Building the Foundations for AI-Driven CX
Focused on strategy, data, and operating models, Day 1 equips leaders to design and scale AI-powered customer journeys responsibly.
Key focus areas include:
- AI-Led CX Strategy & Leadership
- Omnichannel Experience Design
- Data, Insights & AI Platforms
- Customer Success & Growth with AI
Day 2
Humanizing AI & Personalization at Scale
Day 2 explores how organisations balance automation, empathy, and trust to create meaningful, future-ready customer experiences.
Key focus areas include:
- AI-driven personalization & real-time insights
- Customer voice as an AI innovation engine
- Human-plus-digital service design
- Building resilience in an AI-powered future
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
08:45 – 09:00
“Welcome Address & Opening Remarks”
09:00 – 09:30
“Future-Proofing the Frontline: AI, Employees & Real-Time CX”
09:30 – 10:00
“CX with Purpose: Human Connection, Empathy & Responsible AI”
10:00 – 10:30
“AI-Powered Messaging & Conversational CX in Telecom”
10:30 – 11:00
Morning Break
11:00 – 11:30
“Omnichannel CX at Scale: AI-Driven Experience Design”
11:30 – 12:00
“Transforming Customer Conversations into AI-Driven Insights”
12:00 – 13:00
Panel Discussion: Human-Centered Digital Transformation with AI
13:00 – 14:00
Lunch Break
14:00 – 14:30
“CX Leadership in the Age of AI”
14:30 – 15:00
“From Bots to Bonds: Crafting Loyalty in Hybrid AI Journeys”
15:00 – 15:30
“AI-Enabled Product Discovery & Delivery in B2B”
15:30 – 16:00
Networking Break
16:00 – 16:45
“Designing Resilient CX: Customer, Climate & Business Innovation”
16:45 – 17:15
Live Q&A
17:15 – 17:30
Closing Remarks
08:45 – 09:00
Welcome Address
09:00 – 09:30
“Designing Human-Centered AI Solutions at Scale”
09:30 – 10:00
“AI in Claims, Risk & Customer Trust”
10:00 – 10:30
“Operating Models for CX 2.0 in the Era of AI & GenAI”
10:30 – 11:00
Morning Break
11:00 – 11:30
“AI & Innovation in Banking and Financial Services”
11:30 – 12:00
“Turning Customer Pain Points into AI-Led Omnichannel Breakthroughs”
12:00 – 13:00
Panel Discussion: How to Truly Humanize CX in the Age of AI
13:00 – 14:00
Lunch Break
14:00 – 14:30
“Unlocking Industry Expertise as an AI-Powered Differentiator”
14:30 – 15:00
“Driving Business Efficiency Through Intelligent Automation”
15:00 – 15:30
“The Digital Quality Challenge: Why Consistency Is the New Differentiator”
15:30 – 16:00
Networking Break
16:00 – 16:45
“Designing AI-Powered Customer Journeys That Truly Delight”
16:45 – 17:15
Live Q&A
17:15 – 17:30
Closing Remarks
POWER OF CONNECTIONS
Whom will I meet there
Attendees:
- C-Level Executives
- Directors
- Heads of Departments
- Senior Managers
Focus Areas:
- AI in Customer Experience
- Customer Experience Management
- Intelligent Automation
- Personalization
- Digital Transformation
- Customer Success
- Omnichannel Strategy
- CX Innovation
- Data & Analytics
- Customer-Centric Culture
Banking & Finance • Telecommunications • Travel
• Aviation & Hospitality • Utilities & Energy •
Banking & Finance • Telecommunications • Travel
• Aviation & Hospitality • Utilities & Energy •
Banking & Finance • Telecommunications • Travel
• Aviation & Hospitality • Utilities & Energy •
Banking & Finance • Telecommunications • Travel
• Aviation & Hospitality • Utilities & Energy •
Banking & Finance • Telecommunications • Travel
• Aviation & Hospitality • Utilities & Energy •
WELCOME TO
Virtual Summit Experience
Step into a next-generation virtual event platform designed for seamless engagement and maximum impact. Explore an interactive lobby, attend live keynotes and panels, connect in networking lounges, and visit virtual exhibitor zones showcasing advanced AI and CX solutions.
The platform opens one week before the summit and remains accessible for four weeks after, ensuring extended learning and continued networking.
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 organisation is interested in sponsoring the AI-Driven Customer Experience Summit EMEA, we’d love to hear from you.
Send us a quick email and we’ll share our sponsorship brochure and partnership opportunities.
Feel free to
Contact us
Manish Kailkhura
Head Business Development
manish.kailkhura@binaconf.com
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Unnati Jain
Production Lead
Unnati.jain@binaconf.com
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Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
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