6th Annual Virtual
15th & 16th April, 2026
AI CX 2027
AI-Driven Customer Experience Summit – EMEA
See scheduleGet full event details
Trusted by professionals (4.8 of 5)
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.
Starting in
THIS YEAR
Key highlights
This virtual summit offers deep, practical insights into AI-powered customer experience transformation, combining strategy, technology, and human-centered design.
01
Industry Expertise
Learn from global leaders across Banking, Finance, Telecom, Travel, Hospitality, Utilities, and Energy.
02
Future-Ready Insights
Explore AI, GenAI, predictive personalization, and responsible AI in CX.
03
Actionable Case Studies
Real-world examples delivering measurable CX and business impact.
04
Skill Advancement
Frameworks, tools, and best practices to scale AI-driven CX.
05
Strategic Networking
Engage virtually with CX, AI, and digital leaders across EMEA.
06
Proving CX Business Value
Connecting experience improvements with loyalty, retention, efficiency, revenue and cost-to-serve.
THIS YEAR
Key themes
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 topics
- 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 topics
- 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
- Full event agenda
- Latest speakers and topics
- Highlights from previous ICEM editions
- Delegate and networking information
- Corporate and team participation options
- Selected digital content from previous events
Schedule
Reinventing Customer Experience with AI
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 A
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
Personalization, Empathy & the Future of CX
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
A focused European community of customer experience, digital, service, data and transformation professionals from organisations with large and complex customer operations.
EMEA Summit Virtual 2027 brings together the people setting customer strategy with the people responsible for turning it into reality.
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
From hands-on transformation leaders to senior decision-makers — focused on useful conversations, relevant benchmarking and real peer exchange.
No generic conference traffic. No junior delegate volume. No open exhibition audience.
Only qualified senior decision-makers and invited industry leaders.
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 organization is interested in sponsoring this event, we would be delighted to connect. Contact us to receive our sponsorship brochure and tailored partnership opportunities.
For Sponsorship Opportunities
Contact us
Manish Kailkhura
Head of Partnerships
manish.kailkhura@binaconf.com
LinkedIn
Sara Popovic
Head of Production
sara.popovic@binaconf.com
LinkedIn
Kristína Zaťková
Event Operations Manager
Kristina.zatkova@binaconf.com
LinkedIn
