24th & 25th November 2026
ICEM AMSTERDAM
International Customer Experience Management Summit
The 26th edition ICEM Amsterdam is where Europe’s most influential customer strategy leaders meet to benchmark transformation at board level. Designed for senior decision-makers across banking, telecom, insurance, retail and eCommerce, the summit is built around the real strategic challenges shaping customer experience investment in 2026, AI accountability, measurable CX ROI, trust architecture, digital operating models and enterprise-wide customer leadership.
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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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