26th & 27th March 2025 | Berlin
ICEM SUMMIT
International Customer Experience Management Summit
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.
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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
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.
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.
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.
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Interested in becoming a sponsor?
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