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22nd Annual In-person

26th & 27th March 2025 | Berlin

ICEM SUMMIT

International Customer Experience Management Summit
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Sponsors 
Knowledge partners

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

    8:45 – 9:00

    “Welcome Speech: Opening Session
    Setting the Stage for an Engaging Summit”

    Andy WilkinsChairman

    9:00 – 9:30

    “Trust has many faces”

    Christina HirschExecutive Vice President Digital Trust Business | Swisscom

    9:30 – 10:00

    “Designing the Invisible CX Journey”

    Marcello CiozzaniGlobal Customer Experience Head | Chiesi Farmaceutici

    10:00 – 10:30
    Keynote Presentation
    Collaborating Across Industries to Deliver Holistic Experiences

    10:30 – 11:00
    Morning Coffee Break
    Enjoy coffee, network with peers, and explore exhibition booths.

    11:00 – 11:45

    “Strategic Innovation: Redefining Trust and Transparency in Customer Relationships”

    Henriette JehnertGlobal Head of Multichannel Contact Center Services | UBS

    11:45 – 12:15
    Keynote Presentation
    Leveraging Innovation to Redefine Customer Experience in the Digital Age

    12:15 – 13:00
    Interactive Panel Discussion
    Theme: Composable CX – Driving Sustainable Differentiation in the Enterprise

    13:00 – 14:00
    Lunch Break
    Enjoy a complimentary buffet lunch with soft drinks.

    14:00 – 14:30

    “Strategic Innovation: Redefining Trust and Transparency in Customer Relationships”

    Bessem AyariGlobal Head of Innovation Strategy & Scouting | ERGO Group AG

    14:30 – 15:00

    “Customer Engagement Strategies in the Pharma Industry: Innovation and Impact”

    Marco ArmanaGlobal Digital Marketing & Customer Engagement Lead | Viatris

    15:00 – 15:30

    “Redesign of existing CX Program at PYUR”

    Christian TausendDirector Customer Base Management | PYUR Vertrieb & Service GmbH

    15:30 – 16:00
    Networking Break with Coffee and Bakery

    16:00 – 16:45

    “Scouting for Disruptive Technologies: How Innovation is Shaping the Future of Customer Experience”

    Joanna LindenbergDirector of Global Consumer Insights | HelloFresh

    16:45 – 17:15
    Roundtable Discussion
    Moderator: Andy Wilkins
    Topic: The Evolution of Customer Loyalty Programs in the Age of Digital Transformation

    17:15 – 17:30
    Closing Remarks
    Andy Wilkins will share the key takeaways from Day 1.

    17:30 – 18:30
    Cocktail Reception
    Unwind and connect with fellow attendees and speakers in a more informal setting at the hotel bar.

    Join our event

    8:45 – 9:00

    “Welcome Speech: Recap and Refocus on the key discussions from Day 26th March”

    Andy WilkinsChairman

    9:00 – 9:30

    “Unlocking the Secrets to Personalized and Engaging Shopping Experiences”

    Markus SchruthChief Customer Officer | Smava

    9:30 – 10:00

    “Reimagining Trust in Digital Banking: Beyond Security to Emotional Assurance”

    Carly van de RietHead of Global Process Excellence and Digitalisation | ING

    10:00 – 10:30

    “Leveraging Predictive Analytics to Anticipate Customer Needs”

    10:30 – 11:00
    Morning Coffee Break
    Enjoy coffee, network with peers, and explore exhibition booths.

    11:00 – 11:45

    “Emotional Intelligence: The Key to a Human-Centric Digital Transformation”

    Oren HorevHead of Product Design | Funding Circle

    11:45 – 12:15
    Creating a Frictionless Experience in a Connected World

    “Creating a Frictionless Experience in a Connected World”

    12:15 – 13:00
    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

    “Evolution of our climate risk service based on customer feedback/needs”

    Tom SimonHead of Customer Experience & Innovation | Zurich Insurance Germany

    14:30 – 15:00

    “Virtual Retail Spaces: Using AR/VR to Revolutionize the Shopping Experience”

    Janine Claro-CramerSoftware Defined Power Innovation & Experience Director | Schneider Electric

    15:00 – 15:30

    “Enhancing Customer Journeys through Smart Data and Automation”

    Christina EpplenHead of Transformation & Innovation | Allianz Global Investors

    15:30 – 16:00 Hrs
    Networking Break with Coffee and Bakery

    16:00 – 16:30

    “The Post-Purchase Revolution: Turning Customers into Lifelong Advocates”

    Maruša DodičOmnichannel program team lead | Slovenija

    16:30 – 17:00

    “Voice of the Customer in Retail for Enhanced Customer Engagement”

    Gayatri KapurHead of Product- Personalisation and Recommendations | Zalando

    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.

    Join our event
    MEET YOUR

    Speakers

    Join our 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 · 

    For me, the most valuable part was gaining insights into both the insurance and banking sectors, observing their distinct strategies as well as the surprising similarities in some areas.The event was exceptionally well organized by BINA.

    Gernot BrettschuhIT Demand Management Lead | Zurich insurance

    My key takeaway was gaining valuable insights and best practices from industries beyond pharma. I really appreciated the setting, which felt like a family environment. This atmosphere encouraged more sharing and discussions among participants.

    Tomas RuzickaAssociate Director, Field Engagement & Country CX | Novartis

    The event provided me with numerous fresh perspectives and valuable networking opportunities. A very good mix!

    Harald FelgnerDigital Experience Innovator | AXA

    The selection of speakers was excellent, and the content presented was highly relevant. In my opinion, this was the best customer experience event I've attended

    Sabine OberhausenSenior Customer Experience Transformation Manager | Pyur
    Single entry

    Premium pass

    • Full access to the two-day event
    • Accommodation at the venue
    • Access to the digital content library
    • Consultation with experts
    • Certificate of attendance
    Buy now
    For teams

    Group pass

    • Special rates for multiple attendees
    • Full access to the two-day event
    • Consultation with experts
    • Certificate of attendance
    • Access to networking sessions and digital content

    Contact us for customised rates

    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

    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
    LinkedIn

    Unnati Jain

    Production Lead
    Unnati.jain@binaconf.com
    LinkedIn

    Kristína Zaťková

    Operations Lead
    Kristina.zatkova@binaconf.com
    LinkedIn