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

Topics of ICEM

Key Insights

150

delegates

100

companies

speakers

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

Send me full agenda

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

Baycan KAÇAN

Director | Corporate&Residential Sales | Customer Experience and Digital Transformation

Turkcell

Erkan Derviş

Director of Digital Channels

Fibabanka | Turkey

Swaminathan Raghunathan

Director of Solutions Engineering

Freshworks | India

Cihan Tuylu

Senior Manager Customer Operations

Vodafone

Duygu Özkan Bayram

Customer Experience, CRM and Analytics Group Head

Teknosa

Emel Çuhacı

Innovation and Customer Experience Director

Yapi Kredi

Firuzan Iscan

Chief Sales and Marketing Officer

AXA insurance

Onur Bilgi

Chief Experience Officer

Yemeksepeti

Roger Kirby

Co-Creator Customer Experience

Swisscom

Saumya Narain

Chief Service Officer

Airtel

Sezin Mizrakli Avalin

Chief Sales & Marketing Officer

Teleperformance

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

Feel free to

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