12th & 13th November 2025
ICEM Summit Amsterdam
International Customer Experience Management Summit
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Join us for the 23rd Annual International Customer Experience Management Summit, an in-person event where industry leaders converge to redefine the future of customer experience (CX). This summit brings together senior executives and decision-makers from a range of industries including Pharmaceuticals, Banking, Insurance, Telecommunications, and Retail. As we approach the close of the year, we will explore emerging trends, technologies, and strategies that will shape CX in 2026 and beyond.
Trusted by professionals (4.8 of 5)
This summit offers unparalleled insights into customer experience innovation. You’ll gain access to cutting-edge strategies and meet the thought leaders shaping the future of CX across industries.
- Industry Expertise: Hear from influential thought leaders in Pharma, Banking, Telecom, and Retail.
- Forward-Thinking Insights: Discover the most current strategies for customer engagement as the year comes to an end.
- Best Practices & Real-World Case Studies: Learn how leading brands are implementing next-generation CX strategies.
- Networking: Engage with like-minded professionals and expand your industry network.
- Exclusive Content: Access cutting-edge discussions and industry predictions.
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
Starting in
8:45 – 9:00
“Welcome Speech: Opening Session
Andy WilkinsChairman
Setting the Stage for an Engaging Summit”
9:00 – 9:45
“The Future of Customer Experience: Preparing for 2026 and Beyond”
9:45 – 10:30
“Driving Innovation in CX with Data Analytics and AI”
10:30 – 11:00
Morning Coffee Break
11:00 – 11:45
“Personalization at Scale: Strategies for Effective Customer Engagement”
11:45 – 12:15
“Pharma Industry Transformation: Delivering Exceptional CX in Healthcare”
12:15 – 13:00
Interactive Panel Discussion
How CX Will Evolve in 2026: Key Trends and Predictions
13:00 – 14:00
Lunch Break
14:00 – 14:30
“Omnichannel Excellence: Seamless Experiences Across Touchpoints”
14:00 – 15:00
“Revolutionizing the Customer Journey with Digital Transformation”
15:00 – 15:30
“Beyond Automation: The Role of Humans in the Age of AI in CX”
15:30 – 16:00
Networking Break
16:00 – 16:30
“CX for Pharma: Navigating Regulatory Challenges and Innovating Experiences”
16:30 – 17:15
“Driving CX Culture Through Employee Engagement and Empowerment”
17:15 – 17:30
Closing Remarks
8:45 – 9:00
“Welcome Speech and Recap of Day 12th November”
Andy WilkinsChairman
9:00 – 9:45
“The Power of Conversational AI in Revolutionizing CX”
9:45 – 10:30
“How Leading Retailers Are Setting New Standards for CX in 2025”
10:30 – 11:00
Morning Coffee Break
11:00 – 11:45
“Harnessing the Power of CX Data to Drive Business Outcomes”
11:45 – 12:15
“Sustainable CX: Aligning Customer Experience with Corporate Responsibility”
12:15 – 13:00
Interactive Panel Discussion
Integrating ESG (Environmental, Social, Governance) into CX Strategies
13:00 – 14:00
Lunch Break
14:00 – 14:30
“The Role of Contact Centres in Personalizing Healthcare Experiences”
14:30 – 15:00
“Effective CX Management in the Pharmaceutical Industry”
15:00 – 15:30
“Empowering the Workforce: Leading a CX Transformation from Within”
15:30 – 16:00
Networking Break
16:00 – 16:30
“Moving Beyond Traditional CX Metrics: What Will Matter in 2026”
16:30 – 17:15
Roundtable Discussion
Measuring the ROI of CX: What’s the Next Frontier?
17:15 – 17:30
Closing Remarks
Join our event
POWER OF CONNECTIONS
Whom will I meet there
Attendees: C-Level Executives, Directors, Heads of Departments, Senior Managers
Industries: Pharmaceuticals, Banking, Retail, Telecommunication, Insurance
Focus Areas: Customer Experience Management, Digital Transformation, Omnichannel Strategies, CX Innovation, Customer-Centric Culture, Data Analytics, AI in CX, Personalization
Retail · Banking · Insurance · Telecom · Technology
· Pharma ·
Retail · Banking · Insurance · Telecom · Technology
· Pharma ·
Retail · Banking · Insurance · Telecom · Technology
· Pharma ·
Retail · Banking · Insurance · Telecom · Technology
· Pharma ·
Retail · Banking · Insurance · Telecom · Technology
· Pharma ·
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.
ABOUT US
Excellence through knowledge
Excellence through knowledge. With years of expertise in organizing professional conferences, we continue to foster environments where industry leaders share their insights, drive innovation, and push boundaries.
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
Feel free to
Contact us
Manish Kailkhura
Head Business Development
manish.kailkhura@binaconf.com
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Unnati Jain
Production Lead
Unnati.jain@binaconf.com
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Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
LinkedIn
