13th & 14th November 2024
ICEM Summit Amsterdam
International Customer Experience Management Summit
See scheduleSee speakers
Step into the future of customer-centric innovation at the International Customer Experience Management (ICEM) Summit. Discover transformative insights from industry pioneers and dive into real-world case studies designed to elevate customer experiences. This is your chance to connect with thought leaders, sharpen your expertise, and fuel your professional growth. Don’t miss this unique opportunity—secure your place for this indispensable learning experience!
Trusted by professionals (4.8 of 5)
The 21st Annual International Customer Experience Management Summit is where innovation meets strategy, bringing together industry leaders and pioneers to shape the future of customer experiences. This event serves as the ultimate platform to exchange transformative insights, explore cutting-edge trends, and gain actionable strategies. Attendees will have the opportunity to engage in high-impact discussions, connect with global experts, and enhance their skills to drive growth and elevate customer satisfaction.
- Innovative Benchmarks & Solutions
- Market Insights to Stay Ahead
- Elevating Brand Presence
- Discovering Emerging Trends
- Essential Knowledge for Competitive Advantage
- Upskilling & Certification Opportunities
Schedule
Starting in
8:45 – 9:00
“Welcome Speech: Opening Session
Andy WilkinsChairman
Setting the Stage for an Engaging Summit”
9:00 – 9:45
“Delivering long term growth through customer segmentation and lifecycle management”
Rory CartyHead of Customer Strategy and Segments | Bank of Ireland
9:45 – 10:30
“A/B-Testing and In-journey Feedback: the ultimate most overlooked tools to better CX”
Michiel Leendert JansenHead of Global Conversion CoE | ING
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths.
11:00 – 11:45
“Putting clients first – how to be hyperpersonal with only 25 branches left”
Siri MauerHead of Consumer Clients | ABN AMRO Bank
“Putting clients first – how to be hyperpersonal with only 25 branches left”
Harm van de MinkelisHead of Consumer Clients - Sales | ABN AMRO Bank
11:45 – 12:15
“The evolving landscape of digital customer experience”
James RileyAccount Director, Experience Management and Voice of the Customer, EMEA | Verint
12:15 – 13:00
Interactive Panel Discussion
Theme: AI Business Outcomes Now! How to move on from AI experiments to AI outcomes?
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:30
“Crafting Tomorrow’s Experiences”
Borja LuengoCustomer Advisory Manager, SAS Customer Intelligence | SAS
14:30 – 15:00
“Don't Tell My Doctor, but My Phone Thinks I Need a Checkup: AI Gets Personal”
Yazan IwidatGlobal Omnichannel Experience Associate Director | MSD
15:00 – 15:30
“Insurance: an unexpected game-changer for loyalty and customer experience”
Jan SpeelmanFounder & CEO | Fidamy
15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
16:00 – 16:30
“Insuring Innovation: ASR's Odyssey from Maps to Masterful Experiences”
Maarten van HeiningenSenior UX Designer | a.s.r.
16:30 – 17:00
“User Experience and the Philosopher’s Stone: Linking Timeless Insights to Modern Design”
Esty ZilbermanProduct Designer | Lebara
17:00 – 17:45
Roundtable Discussion
Moderator: Andy Wilkins
Topic 1: Future Trends in Customer Experience: Navigating Disruption and Innovation
Moderator: Maurice van der Heijden & Yvonne Groothuis, VERINT
Topic 2: Is your AI going anywhere? How to make sure your AI works for you!
Moderator: Borja Luengo, SAS
Topic 3: Optimizing GenAI in Marketing: Navigating Personalization, Privacy, and Performance
17:45 – 18:00
Closing Remarks
Andy Wilkins will share the key takeaways from Day 1.
18:00 – 19:00
Cocktail Reception
Unwind and connect with fellow attendees and speakers in a more informal setting at the hotel bar.
8:45 – 9:00
“Welcome Speech: Recap and Refocus on the key discussions from Day 13th November”
Andy WilkinsChairman
9:00 – 9:30
“Customer-centric transformation in pharma: driving lasting impact”
Julien CataliottiSenior Director, Global Head of CX & Digital CoE | Teva Pharmaceuticals
9:30 – 10:00
“Driving CX performance”
Rutger SlobDirector CX Implementation | Liberty Global
10:00 – 10:30
“AI, feedback & social proof for higher omnichannel conversions”
Ceagan CodringtonCountry Manager Benelux | Trustpilot
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths.
11:00 – 11:45
“Strategic AI investments for maximum business value”
Emma VerhagenGlobal IT Director at Unilever | CEO at Ideal Shift AI
11:45 – 12:15
“Balancing Innovation with Security: Designing Safe and Futuristic Banking Platforms”
Robert A. PaauweDesign Lead – Digital Platform | Rabobank
12:15 – 13:00
Panel Discussion
Theme: The Future of Customer Experience in a Digital-First World: Balancing Technology and Human Touch
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:45
“From Vision to Impact: The Role of Change Management in CX Analytics”
Rebecca JonesDirector of Analytics & Insights | Philips
14:45 – 15:30
“The 30% Club: Breaking the CX Transformation Curse with AI”
Bartek Lechowskiex-IKEA | CX and Marketing Transformation Guide
15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
16:00 – 16:45
“Omnichannel Harmony: A Vital Customer Experience Trend”
16:45 – 17:30
Roundtable Discussion
Moderator: Andy Wilkins
Topic: Cultural Transformation for Customer-Centricity: Building a Customer-Focused Organisational Culture
17:30 – 17:45
Closing Remarks
Final thoughts and takeaways by Andy Wilkins to conclude the 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
Banking . Insurance · Telecom . Retail · Pharma & Healthcare ·
Banking . Insurance · Telecom . Retail · Pharma & Healthcare ·
Banking . Insurance · Telecom . Retail · Pharma & Healthcare ·
Banking . Insurance · Telecom . Retail · Pharma & Healthcare ·
Banking . Insurance · Telecom . Retail · Pharma & Healthcare ·
WELCOME TO
Amsterdam
Amsterdam, known as the “Venice of the North,” boasts a captivating blend of history and modernity. As the host city for the International Customer Experience Management Summit, it offers a picturesque backdrop for an enriching experience. Attendees can explore its iconic canals, historic landmarks, and vibrant cultural scene while delving into insightful discussions on customer experience management. With its dynamic energy and innovative spirit, Amsterdam provides an ideal setting for this transformative event, where inspiration and empowerment converge amidst Europe’s most vibrant city.
Crowne Plaza Amsterdam
South George Gershwinlaan 101,
1082 MT Amsterdam, Netherlands
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
Head of Production
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Camilla Woolf
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production@binaconf.com
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Anita Lohr
Project Manager – Team Lead, ICEM Summit
anita.lohr@binaconf.com
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