Innovating Customer Experience: Future-Forward Strategies for the Benelux Region
Join us at the International Customer Experience Management Summit Benelux 2025, a two-day virtual event that brings together senior professionals from Banking, Retail, Insurance, Telecommunications, and Pharmaceuticals. This year’s summit will focus on emerging trends, actionable strategies, and the latest innovations shaping customer experience management across industries.
Trusted by professionals (4.8 of 5)
This summit will focus on the latest trends and strategies of 2025 while revisiting the hottest topics of 2024. Together, let’s explore how to elevate customer interactions, optimize operations, and redefine success in the ever-evolving contact centre landscape.
- Cross-Industry Expertise: Hear from experts across Banking, Retail, Insurance, Pharma, and Telecom.
- 2025 Trends: Discover innovative strategies to stay ahead in customer experience.
- Interactive Sessions: Engage in case studies, panel discussions, and networking opportunities.
- Practical Takeaways: Gain actionable insights to transform your customer engagement efforts
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 Remarks”
9:00 – 09:45
“CX Innovation in 2025: Meeting Evolving Customer Expectations”
09:45 – 10:30
“Integrating AI and Predictive Analytics for Personalized Customer Journeys”
10:30 – 11:00
Morning Coffee Break
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats.
11:00 – 11:45
“Pharma Meets CX: Driving Engagement Through Patient-Centric Support Models”
11:45 – 12:15
“Redefining Omnichannel Success in the Benelux Region”
12:15 – 13:00
Interactive Panel Discussion
Data-Driven Decisions: The Key to Customer Retention in 2025
13:00 – 14:00
Lunch Break
It’s Hungry O’clock!
14:00 – 14:30
“The Role of EX (Employee Experience) in Delivering Outstanding CX”
14:30 – 15:00
“Navigating Regulatory Challenges in Customer Experience”
15:00 – 15:30
“The Role of Emotional Intelligence in Contact Centre Leadership”
15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats
16:00 – 16:30
“Beyond Metrics: Transforming NPS and CSAT Scores into Tangible Results”
16:30 – 17:15
Roundtable Discussion
The Future of CX in Pharma: Opportunities and Challenges
17:15 – 17:30
Closing Remarks
Join our event
08:45 – 9:00
“Welcome Speech
Recap of Day 1”
9:00 – 09:45
“Leveraging Emerging Technologies for Proactive Customer Support”
09:45 – 10:30
“Driving CX Excellence Through Automation in Banking and Insurance”
10:30 – 11:00
Morning Coffee Break
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats.
11:00 – 11:45
“Sustainability in CX: Aligning Business Goals with Customer Values”
11:45 – 12:15
“Pharma & Technology: Revolutionizing Customer Support in Healthcare”
12:15 – 13:00
Interactive Panel Discussion: CX Trends in Benelux: Regional Insights and Opportunities
13:00 – 14:00
Lunch Break
It’s Hungry O’clock!
14:00 – 14:30
“Enhancing CX with Real-Time Insights and Feedback”
14:30 – 15:00
“Delivering Seamless Customer Journeys in a Digital-First World”
15:00 – 15:30
“The Human Factor: Why Empathy Still Matters in CX”
15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats
16:00 – 16:30
“Futureproofing CX: Strategies for the Next Decade”
16:30 – 17:15
Collaboration Across Industries: Breaking Silos for Better CX
17:15 – 17:30
Closing Remarks
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 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
Karen Radley
Head of Production
karen.radley@binaconf.com
Linkedin
Camilla Woolf
Production Associate
production@binaconf.com
LinkedIn
Anita Lohr
Project Manager – Team Lead, ICEM Summit
anita.lohr@binaconf.com
LinkedIn
