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11.-12. August 2021

ICEM Summit Istanbul

International Customer Experience Management Summit

ICEM summit

Why attend ICEM summit?

Customer Experience has never been more important. The Covid-19 pandemic, social distancing and lockdowns brought a sudden channel shift to digital self-service and remote channels as well as the need for greater remote working and a consideration for customer and employee wellbeing. Mobilizing sudden, rapid transformational change has required new innovative approaches and for the whole organization to align its resources, strategy and culture around the customer. The future success of each business will depend on its ability to adjust its customer experience to the new realities and expectations of customers as we move to a post-Covid world. I hope you will join me at this important conference as we explore the success, challenges and the lessons learnt by some of the industry leaders defining the future of Customer Experience.
Learn more about topics

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    Topics of ICEM

    Key Insights


    Key insights from first day

    • Section I:Best-in-class Customer and Agent Engagement
    • Section II: Omnichannel Communication is the key 
    • Section III: Digital Humans & Transformation 
    • Section IV: Upgrading your Customer Experience: A cross industry perspective
    • Section V: Customer Journey Framework, Customer Personas
    • Section VI: Breakout Session | Interactive Panel Discussion 

    Key insights from second day

    • Section VI: Customer Experience Designing and Process 
    • Section VIII: A Customer-first approach for unprecedented times
    • Section IX: Customer Experience Excellence 
    • Section X: The pandemic – how it changed the needs of clients overnight
    • Section XI: What lies Ahead for Customer Experience in 2021?
    • Section XII: Breakout Session | Roundtable discussion
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      Benefits of attending virtual summit

      • Live Presentations
      • 1:1 Meetings
      • Breakout Rooms
      • AI Networking
      • In-Platform Calls
      • Digital Contents
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      Well known industry leaders and emerging talents

      Meet your speakers

      Don't just take our word for it

      What they say about us

      Very good selection of topics, very interactive. Very good location.

      TelefonicaDirector Customer Experience

      Many insights and important topics. Good venue, well organized.

      SEBHead of region Baltic Countries

      Great event, nice friendly staff from Bina. Useful agenda, interesting format, significant contacts within participants and speakers. Unchangeable Experience!!

      ABN Amro BankDirector Contact Center

      There are very good and relevant speakers with the experience and expertise which is very appropriate. Having presentations in USB stick is great!

      VodafoneDirector International Sales and Marketing Operations

      The topics and discussions were of high level and really useful.

      TurkcellDirector Customer Relations

      Very good meeting with overall very relevant topics. Good opportunity to discuss, share experience and get connected.

      Citi BankMember of board

      Very enjoyable and extremely thought-provoking discussions in a very interactive group.

      TelecomMember of Board Orange

      All speakers were very good, interesting discussions, interesting topics, perfect!

      T-MobileVice President Customer Experience

      Interesting topics and good organization, good participants!

      Austrian TelecomVice President Customer Interaction

      This was my first ICEM Conference. I was amazed by the diversity of research topics on CX. I enjoyed networking with peers from cross industry, As well as those from different countries''

      Royal Bank of ScotlandDirector Customer Operations

      'Hot topics, fantastic speakers and lovely audience, & great location, I had great time thank you very much for the invitee. Looking forward to meeting you all next year. All the best!

      ING BankHead of Division

      Get comfortable and enjoy your conference

      Welcome to our virtual venue

      In light of ongoing developments with COVID-19 and after thoughtful discussions with our Board of Directors and a few member companies, BINA has decided to move our ECI Summit 2021 to a fully online, virtual experience. Attendees will be able to participate virtually in vital conversations around the Contact Center and Pandemic within the cross-industry. will be able to partake in interactive and engaging experiences through a new dynamic virtual conference platform There will be live streaming, 1 to 1 meetings, Interactive panel discussions, Brainstorming round table sessions same as in offline/in-person events. The virtual system we will use also has interactive exhibition features and includes plentiful opportunities for sponsorship exposure, all while attendees connect from the comfort and safety of their home or office. 

      Thanks for everything

      Sponsors and knowledge partners

      Interested in becoming a sponsor?

      If your company is interested in sponsoring ICEM Summit online 2021, 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

      Request now

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        Contact us

        Manish Kailkhura

        Head Business Development

        Karen Radley

        Conference Manager

        Hanka Kundratova

        Associate Production Manager