26th & 27th March 2025 | Berlin
ICEM SUMMIT
International Customer Experience Management Summit
See scheduleSee speakers
Step into the future of customer experience at the ICEM Summit, where leaders and innovators gather to shape the next era of customer-centric excellence. Enjoy groundbreaking presentations, hands-on workshops, and networking with global CX pioneers. Leave with strategies and tools to transform your customer experience.
Trusted by professionals (4.8 of 5)
At the International Customer Experience Management Summit, you’ll discover practical insights and transformative solutions that put your customer at the heart of your strategy. Learn from visionary speakers, deep-dive into real-world case studies, and network with thought leaders in an immersive environment. Whether you’re looking to sharpen your CX skills or accelerate your career, this is your must-attend event to stay ahead of the curve. Secure your seat today and take the next step in mastering customer experience excellence!
- Cutting-edge innovations and best practices
- Insights that give you a competitive edge
- Strategies to enhance brand visibility and customer loyalty
- Exploration of the latest CX trends shaping the industry
- Exclusive knowledge sharing for professional advancement
- Opportunities for skill development and certification
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 – 9:30
“Trust has many faces
Christina HirschExecutive Vice President Digital Trust Business | Swisscom
- Vision: The trust space in the internet
- From soft factor to hard currency
- The trust network: Business example”
9:30 – 10:00
“Mastering the implementation of CX projects (not only) in Healthcare
Daniel ČernýSenior Digital Manager | Novartis
- Overcoming barriers by "real" involving key internal stakeholders
- Best practices in CX evaluation (right measures & visualization)
- Novel options for targeting various audiences via different channels”
10:00 – 10:30
Keynote Presentation
“Turn every text into an experience: Unlocking the future of business messaging and CX
Robert GerstmannChief Evangelist and a Co-Founder | Sinch
- Keeping up with changing customer needs and how brands can adapt.
- The latest business messaging trends, from AI to fraud prevention.
- Companies using RCS to enhance CX and boost engagement.”
10:30 – 11:00
Morning Coffee Break
Relax in the foyer with coffee, tea, and a variety of snacks while exploring partner booths. Connect with peers, enjoy demos, and gain insights from complimentary consultations—adding extra value to your event experience!
11:00 – 11:45
“Omnichannel Service Recovery communication and handling
Elizabeth WistorfProduct Owner in Multichannel Contact Center Solutions | UBS AG
- Omnichannel engagement at UBS: 10+ channels, 11M+ interactions/year.
- Contact center innovation: From scheduling to Magic Button.
- Incident communication framework: Reducing calls, boosting satisfaction.”
11:45 – 12:15
“Optimising trust and loyalty through personalised, secure engagement
Mikaël SchachneCRO Enterprise BICS | Telesign,BICS, RouteMobile
- How trust impacts customer loyalty and revenue
- How omnichannel management can create personalised experiences
- New channels that can help you securely build engagement and loyalty”
12:15 – 13:00
Interactive Panel Discussion
Theme AI-Powered Innovation: Accelerating Product Development for a Seamless Customer Experience
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:30
“Customer Engagement Strategies in Healthcare: Approach & Impact
Marco ArmanaGlobal Digital Marketing & Customer Engagement Lead | Edwards Lifesciences
- Key factors influencing patient satisfaction and experience in healthcare.
- The impact of digital tools and innovative strategies on patient engagement.
- Evaluating success and exploring future barriers and opportunities in healthcare engagement.”
14:30 – 15:00
“Why don’t kids dream of becoming call center agents or shop assistants?
Jan GabauerLead Senior XM Auditor & Consultant | Staffino
- Tackling employee motivation in customer-facing roles.
- Boosting sales through real-time customer feedback.
- Analyzing CX data, program ROIs, and VoC insights.”
“Why don’t kids dream of becoming call center agents or shop assistants?
Tomáš RosputinskýCEO & Co-Founder of Staffino | Staffino
- Tackling employee motivation in customer-facing roles.
- Boosting sales through real-time customer feedback.
- Analyzing CX data, program ROIs, and VoC insights.”
15:00 – 15:30
“Redesign of existing CX Program at PYUR
Christian TausendDirector Customer Base Management | PYUR Vertrieb & Service GmbH
- Evaluate current CX program, identify improvements.
- Use data insights to enhance CX.
- Implement CX strategy aligned with goals.”
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:45
“Integrating Insights: three perspectives that transform insights into action.
Joanna LindenbergDirector of Global Consumer Insights | HelloFresh
- Customer reality: what are users actually clicking, doing, buying.
- Market dynamics: macro trends and competitive actions that shift the tides.
- Customer perception: perception is reality, it’s critical to know why customers do what they do. It might not be the reason you think..”
16:45 – 17:30
Roundtable Discussion
Moderator: Olivier Morel, Telesign,BICS, RouteMobile
Table 1: Mastering Omnichannel Engagement for Exceptional Customer Experiences
Moderator: Markku Helin, Sinch
Table 2: Customer care in the world of AI: Uniting CRM, contact centers AI to strengthen loyalty
17:30 – 17:45
Closing Remarks
Andy Wilkins will share the key takeaways from Day 1.
17:45 – 18:30
Cocktail Reception
Unwind and connect with fellow attendees and speakers in a more informal setting at the hotel bar.
8:45 – 9:00
“Welcome Speech: Recap and Refocus on the key discussions from Day 26th March”
Andy WilkinsChairman
9:00 – 9:30
“AI in Customer Operations: Improving Conversion and Operational Efficiency
Markus SchruthChief Customer Officer | Smava
- The promise and pitfalls of AI in Customer Experience
- Aligning AI expansion with business scalability
- Real world AI applications in Customer Operations.”
9:30 – 10:00
“Scalable Operations through Digitalization
Carly van de RietHead of Global Process Excellence and Digitalisation | ING
- Leveraging automation to drive efficiency and reduce operational costs.
- Enhancing customer experience through streamlined digital workflows.
- But above all: how do we ensure scalability of these digital solutions”
10:00 – 10:30
“Breaking down silos with customer Pains
Charlotte Mørch & Christina TestrupHead of Customer Relations & Customer Experience Business Owner | Tryg Forsikring
- Introducing the “painful dialogue”. Customers' pains: Whose fault is it?
- Establishing a common enemy in our customers' pains
- How solving pains for our customers made great value for Business & People”
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths.
11:00 – 11:45
“The Digital Quality Conundrum: Why It’s Elusive, Hard to Achieve, Yet Worth the Investment
Oren HorevHead of Product Design | Funding Circle
- Defining quality in digital experiences
- Balancing speed, innovation, and consistency
- Turning quality into a competitive edge”
11:45 – 12:15
“Empathy, Sustainability, and Human Connection: Redefining CX Management in a Post-Growth World
Gerardo BarreraHead of Customer Service | TWOTHIRDS
- Leading with empathy and vulnerability in CX
- Embracing sustainable, human-centered practices in customer experience
- Cultivating meaningful connections in an AI-driven landscape”
12:15 – 13:00
Interactive Panel Discussion
Theme: Creating An Emotional Connection To Gain & Keep Loyal Customers
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:30
“Enhancing customer climate resilience through business model innovation
Tom SimonHead of Customer Experience & Innovation | Zurich Insurance Germany
- Drive innovation through focusing on customers & trends
- Our journey from insurance to advisory to self-service
- Co-create solutions based on customer feedback”
14:30 – 15:00
“Reimagining the Future Customer Experience in the B2B Industry
Janine Claro-CramerSoftware Defined Power Innovation & Experience Director | Schneider Electric
- Agility & Feedback – Key to B2B CX improvement.
- Simplifying Customer Journey – Personalizing complex B2B experiences.
- Adaptive CX Framework – Redefining experience through agility.”
15:00 – 15:30
“How the new telco messenger channel help brands to boost CX
Bernd HeinenSenior Product Manager Corporate Messaging (SMS/RCS) | Telefónica Germany GmbH & Co. OHG
- Use of Messenger Marketing is state of the art when it comes to digitization
- Use of branding and verification generates brand awareness and trust
- More flexible, secure and cost efficient than any other OTT channel”
15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
16:00 – 16:30
“Team Up Beyond Limits
Maruša DodičOmnichannel program team lead | Slovenija
- Overcoming Challenges
- Small Team, Big Impact
- Embedding CEX in dedicated teams.”
16:30 – 17:00
“Voice of the Customer for Enhanced Customer Engagement
Christina EpplenHead of Transformation & Innovation | Allianz Global Investors
- Driving personalized experiences through customer feedback.
- Optimizing customer engagement with data insights.
- Enhancing experience through advanced technology solutions.”
17:00 – 17:45
Roundtable Discussion
Moderator: Andy Wilkins
Topic: Customer Feedback 2.0: Leveraging Real-Time Insights for Immediate Action
17:45 – 18:00
Closing Remarks
Final thoughts and takeaways by Andy Wilkins to conclude the event.
POWER OF CONNECTIONS
Whom will I meet there
Members of the Board, C-level, Senior Vice Presidents, Vice Presidents, Directors, and Heads of Departments from the Retail sector, Banking, Pharmaceutical, Telecommunication, and Insurance involved in:
Customer Experience Management | Customer Journey Mapping | Digital Experience & Chatbots | Information Technology & AI | Customer Insight & Satisfaction | Digital Transformation | Omnichannel Management | User Experience & Design Thinking | Knowledge Management | Conversational AI and Chatbots
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
Berlin
Berlin, renowned for its vibrant culture and history, stands as a thriving hub for business and corporate opportunities. Known for its dynamic startup ecosystem and innovation-driven environment, Berlin attracts global enterprises and entrepreneurs alike. The city’s robust infrastructure, diverse talent pool, and strategic location in Europe make it an ideal venue for international conferences. Hosting the International Customer Experience Management Summit in Berlin offers unparalleled access to cutting-edge insights, networking opportunities with industry leaders, and exposure to the latest trends in customer experience management, ensuring a transformative event for all attendees.
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
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