17th & 18th March 2027
ICEM BERLIN
International Customer Experience Management Summit
From CX Transformation to
Intelligent Customer Operations
The 27th edition of ICEM brings Europe’s customer experience community to Berlin for two days of practical case studies, peer exchange and cross-industry learning. Bringing together professionals from banking, insurance, telecommunications, retail and utilities, ICEM Berlin will explore how organisations are applying AI, customer intelligence, personalization and new operating models to improve everyday customer journeys. From CX Leads and Managers working directly on transformation programmes to Heads, Directors and senior decision-makers shaping customer strategy, the summit is built around one simple question:
See schedule
Starting in
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Key highlights
01
AI in Real Customer Journeys
Moving GenAI, conversational AI and intelligent automation from pilots into everyday customer interactions.
02
Journey Orchestration at Scale
Connecting channels, customer data and decisions to create simpler and more consistent customer journeys.
03
Personalization That Works
Using customer context and real-time intelligence to make interactions more relevant without losing customer trust.
04
Human + AI Customer Operations
Finding the right balance between automation and people across customer service and operations.
05
From Customer Insight to Action
Turning customer data, feedback and behaviour into better decisions across the organisation.
06
Proving CX Business Value
Connecting experience improvements with loyalty, retention, efficiency, revenue and cost-to-serve.
Key Highlights
- Enterprise-Wide CX Transformation
Moving beyond departmental CX into enterprise-led operating models. - AI-Powered Experience Ecosystems
Embedding intelligence across journeys, service models and customer decisions. - From Insight to Commercial Impact
Turning customer data into measurable growth, efficiency and strategic action. - Modern CX Measurement
Redefining KPIs, ROI, and accountability in a digital-first world. - Cross-Industry Benchmarking
Learning from leaders across banking, telecom, insurance, retail and eCommerce. - Executive Networking
Connecting with senior leaders shaping the future of customer strategy in Europe.
THIS YEAR
Key themes of ICEM summit Amsterdam
Day 1
Re-Architecting CX for Enterprise Transformation
Customer experience is no longer managed as an isolated function. Day 1 explores how leading organisations are redesigning CX as an enterprise-wide operating priority, connecting digital, operations, service, data and commercial strategy into a unified experience model. Senior leaders from banking, telecom, insurance, retail and eCommerce will examine how modern enterprises are breaking silos, scaling intelligence across journeys, and building experience ecosystems that support both efficiency and growth.
Expect sessions on
- Enterprise-wide CX operating models
- AI-powered journey orchestration
- Connected service ecosystems
- Cross-functional transformation leadership
- Customer trust in complex environments
- Executive lessons from cross-industry transformation
Day 2
Measuring CX Value: Modern KPIs, Commercial Impact & Accountability
As customer expectations rise, organisations are under greater pressure to prove how experience creates measurable business value. Day 2 focuses on how senior leaders are redefining success, moving beyond traditional satisfaction metrics toward frameworks that link CX directly to retention, revenue, efficiency and long-term growth. The agenda explores how modern organisations are building stronger accountability around customer strategy and investment.
Expect sessions on
- Modern CX measurement frameworks
- Linking customer experience to revenue and retention
- Predictive experience intelligence
- KPI redesign for executive visibility
- Accountability models for CX investment
- Commercial value of customer loyalty
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
Theme: From Traditional CX to Modern Experience Ecosystems
8:45 – 9:00
Opening Remarks & Welcome Address
Setting the tone for the evolution of CX as an enterprise-wide strategy
9:00 – 9:30
From Service to Strategy: The New Role of CX in the Enterprise
9:30 – 10:00
Breaking Silos: Building Connected Experience Ecosystems Across Channels
10:00 – 10:30
AI as the CX Orchestrator: From Automation to Adaptive Journeys
10:30 – 11:00
Morning Coffee Break & Networking
11:00 – 11:45
Omnichannel by Design: Delivering Seamless Experiences at Scale
11:45 – 12:15
Trust, Ethics & Governance in AI-Driven Customer Experience
12:15 – 13:00
Interactive Panel Discussion
Re-Architecting CX: Leadership, Technology & Culture in 2026
13:00 – 14:00
Lunch Break
An opportunity to network with peers and speakers in a relaxed setting
14:00 – 14:30
Designing Human-Centered Digital Experiences in a Data-Driven World
14:30 – 15:00
The Frontline Reimagined: Empowering Employees in Modern CX Models
15:00 – 15:30
From Journey Maps to Journey Intelligence
15:30 – 16:00
Networking Break
16:00 – 16:45
Experience Platforms as the New Enterprise Backbone
16:45 – 17:30
Executive Roundtable Discussions
CX Transformation Challenges & Lessons from the Field
17:30 – 17:45
Day 1 Closing Remarks
17:45 – 18:45
Networking Reception
Theme: Redefining CX Success – Modern KPIs, Value & Accountability
8:45 – 9:00
Opening Remarks & Day 2 Overview
9:00 – 9:30
Why Traditional CX Metrics No Longer Work
9:30 – 10:00
From Lagging Indicators to Predictive Experience Intelligence
10:00 – 10:30
Linking CX to Revenue, Retention & Lifetime Value
10:30 – 11:00
Morning Coffee Break & Networking
11:00 – 11:45
Industry Perspectives: How CX KPIs Are Evolving Across Sectors
11:45 – 12:15
Trust, Emotion & Loyalty: Measuring What Truly Matters
12:15 – 13:00
Interactive Discussion
CX ROI, Governance & Board-Level Accountability
13:00 – 14:00
Lunch Break
14:00 – 14:30
Real-Time CX Dashboards: Turning Insight into Action
14:30 – 15:00
Experience Economics: Prioritising CX Investments That Deliver Impact
15:00 – 15:30
From Feedback to Foresight: The Future of Customer Insight
15:30 – 16:00
Networking Break
16:00 – 16:30
Aligning CX, Digital, Operations & Technology Through Shared Metrics
16:30 – 17:00
The Future of CX Measurement: What Comes After KPIs?
17:00 – 17:45
Executive Roundtable Discussions
Measuring, Governing & Scaling Experience Value
17:45 – 18:00
Closing Remarks & Summit Wrap-Up
POWER OF CONNECTIONS
Whom will I meet there
A highly curated group of senior customer, digital and transformation leaders from across Europe — selected for their role in shaping customer strategy, operational excellence and enterprise-wide experience transformation.
Attendees:
- C-Level & Executive Leadership
- Directors of Customer Experience, Digital & Transformation
- Heads of Customer Strategy, Service, Data & Innovation
- Senior Leaders driving operational and commercial performance
Focus Areas:
- Customer Experience & Enterprise Transformation
- AI, Automation & Experience Technology
- Customer Data, Insights & Personalisation
- Omnichannel Strategy & Digital Journeys
- Measurement, ROI & Commercial Accountability
No generic conference traffic. No junior delegate volume. No open exhibition audience.
Only qualified senior decision-makers and invited industry leaders.
Banking · Insurance · Telecommunication · Retail · E-commerce
Banking · Insurance · Telecommunication · Retail · E-commerce
Banking · Insurance · Telecommunication · Retail · E-commerce
Banking · Insurance · Telecommunication · Retail · E-commerce
Banking · Insurance · Telecommunication · Retail · E-commerce
JOIN EVENT
Get your access to event
Individual Pass
Full access to ICEM Amsterdam — designed for senior leaders looking to benchmark customer strategy, exchange practical insights and connect with peers shaping transformation across Europe.
- Access to all keynote sessions, case studies and executive discussions
- Participation in interactive roundtables and peer-led conversations
- Curated networking with senior decision-makers
- Summit hospitality, lunch and networking reception
- Post-event access to selected summit materials
Team Pass
Designed for organisations attending with multiple stakeholders across customer experience, digital transformation, operations and commercial leadership.
- Preferential access for multiple delegates
- Stronger internal alignment across business functions
- Shared learning across customer, digital and operational teams
- Full access to all sessions, networking and roundtables
Limited to 100 participants to ensure high-quality discussions and meaningful networking.
WELCOME TO
Amsterdam
Amsterdam is one of Europe’s leading hubs for innovation, financial services, and digital commerce. Home to global banks, insurers, technology firms, and retail brands, the city offers the perfect setting for strategic CX conversations. Hosting ICEM Amsterdam provides unparalleled access to senior decision-makers, forward-thinking enterprises, and cutting-edge CX innovation.
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 Business Development
manish.kailkhura@binaconf.com
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Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
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Navya Dhar
Production Executive
navya.dhar@binaconf.com
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