19th & 20th March 2026
ICEM BERLIN SUMMIT
International Customer Experience Management
Join us at the 24th Annual ICEM Berlin – where CX leaders, digital innovators, and transformation strategists unite to shape the future of customer experience. Discover cutting-edge insights on AI-driven service, human-centered design, and customer interaction, all through inspiring talks and high-impact networking.
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Prepare for the 24th Annual International Customer Experience Management Summit Berlin, where the future of customer experience comes to life! This is more than an event—it’s a game-changing experience for those passionate about revolutionizing customer engagement. Immerse yourself in the vibrant atmosphere of Berlin, where cutting-edge ideas meet powerful discussions and invaluable connections. Amplify your skills, fuel your CX strategy, and step into a world of limitless possibilities. Don’t miss out on this chance to lead the charge in the CX revolution!
- Resilient CX Strategies – Thriving amid uncertainty and shifting demands.
- AI-Driven Journeys – Intelligent automation for scale and personalization.
- Data as a Growth Engine – Turning insights into measurable outcomes.
- Next-Gen Experience Design – Seamless, human-centered digital journeys.
- Cross-Industry Learning – Best practices from banking, retail, telecom & more.
- Strategic Networking – Engage with senior leaders shaping the CX future.
Key Themes
Day 1
AI as the Catalyst for Operational Reinvention
As AI moves from augmentation to orchestration, leaders in Technology, Operations, and Innovation will explore how intelligent systems are reshaping decision-making, service delivery, and customer engagement. This day focuses on the shift from reactive CX to proactive, AI-powered ecosystems.
Expect sessions on
- Autonomous Operations & Intelligent Workflows
- Predictive Analytics & Real-Time Decisioning
- Ethical AI Deployment & Governance
- Rethinking KPIs in an AI-Driven Enterprise
Day 2
Omnichannel as the Operating System of Experience
Omnichannel is no longer a CX strategy, it’s the infrastructure of modern engagement. Leaders in Digital Strategy, Contact Experience Operations, and Customer Success will gain insights into designing seamless, scalable, and emotionally intelligent service across every touchpoint.
Expect sessions on
- Unified Experience Architecture & Channel Fluidity
- Human-Digital Collaboration in Service Design
- Personalization at Scale: Data, Context, and Timing
- Building Trust Across Fragmented Journeys
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
8:30 – 8:45 | Registration
8:45 – 9:00 | Welcome Speech
Opening Remarks & Intro
Andy Wilkins
Member of Planning Committee | BINA
Member of Planning Committee | BINA
9:00 – 9:30 | Keynote presentation
Technology functions – Key Driver of the Customer Experience
Borislav Tadic
Chief Production Officer & Managing Director | 1 & 1 | Germany
Chief Production Officer & Managing Director | 1 & 1 | Germany
9:30 – 10:00 | Keynote presentation
From Steam Engines to LLMs: Why AI Came to Stay
Henning Von Kielpinski
Head of IT Underwriting Solutions | Hannover Re | Germany
Head of IT Underwriting Solutions | Hannover Re | Germany
10:00 – 10:30 | Keynote presentation
How Design Systems Assist Business Needs
Olga Volkova
Lead Product Designer, VP | Deutsche Bank | Germany
Lead Product Designer, VP | Deutsche Bank | Germany
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths
11:00 – 11:45 | Keynote presentation
Socializing AI: Harnessing the Customer Experience in the Digital Era & Redefining the Future
Johnny Shahinur Alam
Engineering Director | Ericsson | Ireland
Engineering Director | Ericsson | Ireland
11:45 – 12:15 | Case Study Presentation
From Chaos to Steady Service – in 21 Days
Jade Amah
CX-Consultant | Zendesk and OBJECT | Germany
CX-Consultant | Zendesk and OBJECT | Germany
Björn Bender
Senior AI Specialist | Zendesk and OBJECT | Germany
Senior AI Specialist | Zendesk and OBJECT | Germany
12:15 – 13:00 | Interactive Panel Discussion
Leading People in an AI World
Andy Wilkins
Member of Planning Committee | BINA
Member of Planning Committee | BINA
Marisa Murgatroyd
Co-Founder | The Experience Group | USA
Co-Founder | The Experience Group | USA
Arne Schönfeld
Head of Sales and Business Development Digital & CX | Bosch | Germany
Head of Sales and Business Development Digital & CX | Bosch | Germany
Vanessa Ramus
Senior Customer Experience Manager | Zurich Insurance | Germany
Senior Customer Experience Manager | Zurich Insurance | Germany
Linus Strasburger
Account Executive | Zendesk | Germany
Account Executive | Zendesk | Germany
Jessica Hermans
Head of Growth | Signal Iduna | Germany
Head of Growth | Signal Iduna | Germany
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks
14:00 – 14:30 | Keynote presentation
The Uncomfortable Truth
Understanding the Core Challenges of Customer Value in Organisations
Marie Claire Rogerson
Head of Performance – Consumer | Virgin Media 02 | UK
Head of Performance – Consumer | Virgin Media 02 | UK
Alexandra Hamilton
Director Performance and Transformation| Virgin Media 02 | UK
Director Performance and Transformation| Virgin Media 02 | UK
14:30 – 15:00 | Keynote presentation
Staffino
Anatomy of a Profitable Company: How Does CX Correlate with Higher Revenue?
Tomas Rosputinsky
Co-Founder | Staffino
Co-Founder | Staffino
Zuzana Vancova
CEO| Staffino
CEO| Staffino
15:00 – 15:30 | Keynote presentation
The AI Experience Gap: Why Every Industry Keeps Making the Same Mistake
Marisa Murgatroyd
Co-Founder | The Experience Group | USA
Co-Founder | The Experience Group | USA
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:30 | Keynote Presentation
FIT-Becoming CX & SALES super FIT!
Michiel Jansen
Global Conversion Lead & Centre of Excellence | ING | Netherlands
Global Conversion Lead & Centre of Excellence | ING | Netherlands
16:30 – 16:50 | Keynote Presentation
Empathy, Intelligence & Self-Service in Action at Lufthansa Group
Stephan Semsch
Head of Ground Experience | Lufthansa | Germany
Head of Ground Experience | Lufthansa | Germany
16:50 – 17:35
Roundtable Discussion
17:35 – 17:45
Closing Remarks
Andy Wilkins
Event Chair | BINA
Event Chair | BINA
17:45 – 18:45
Cocktail Reception
Join our event
08:30 – 08:45 | Registration
8:45 – 9:00 | Welcome Speech
Opening Remarks & Intro
9:00 – 9:30 | Keynote presentation
From AI Promise to AI Power: Breaking Operational Silos
Simona Ghebarau
Head of Customer Journey Excellence | Sunrise | Switzerland
Head of Customer Journey Excellence | Sunrise | Switzerland
9:30 – 10:00 | Keynote presentation
Rethinking Customer Loyalty in the Age of Instant Expectations
Łukasz Gradowski
COO | Bank Pekao | Poland
COO | Bank Pekao | Poland
10:00 – 10:30 | Keynote presentation
From CX Metric to Management System: How to Operationalize NPS at Scale
Harald Gracholski
Head of Customer Experience and Customer Operations Strategy | Vodafone | Germany
Head of Customer Experience and Customer Operations Strategy | Vodafone | Germany
10:30 – 11:00
Morning Coffee Break
11:00 – 11:45 | Keynote presentation
The Way to Success: What Fan Experience Teaches Us for Customer Experience
Marcus Nessler
Head of Customer Experience | Samsung | Germany
Head of Customer Experience | Samsung | Germany
11:45 – 12:15 | Case Study Presentation
CX Meets AI: Human Centric AI Agents that Turn Promise into Real CX Impact
Markus Klinkner
Head of Transformation | Capita
Head of Transformation | Capita
Sjoerd Ijedema
Sr. Sales Director DACH/Benelux | Get Vocal
Sr. Sales Director DACH/Benelux | Get Vocal
12:15 – 13:00 | Interactive Panel Discussion
Emotional Loyalty at Scale: Blending Trust, Empathy & Personalization
Andy Wilkins
Member of Planning Committee | BINA
Member of Planning Committee | BINA
Emil Stefaniak
Manager of the Customer Engagement Department | mBank | Poland
Manager of the Customer Engagement Department | mBank | Poland
Inna Kurganova
Cards and Payment Group Lead | Erste Group | Austria
Cards and Payment Group Lead | Erste Group | Austria
Giana Quandt-Martiena
Head of Compliance | KBC Bank | Netherlands
Head of Compliance | KBC Bank | Netherlands
Christian Ecknauer
Managing Director | Capita
Managing Director | Capita
13:00 – 14:00
Lunch Break
14:00 – 14:30 | Keynote presentation
How CX Drives Acquisition in the Most Challenging CX & Cross-Border Banking
Ricardo Toral
Head of International Customer Acquisition | HSBC Expat
Head of International Customer Acquisition | HSBC Expat
14:30 – 15:00 | Keynote presentation
Bringing Back Dinnertime: Designing the Future of Mealtime Through Real Food and Personalized Experiences
Diogo Almeida
Head of Strategic Product & Innovation | HelloFresh | Germany
Head of Strategic Product & Innovation | HelloFresh | Germany
15:00 – 15:30 | Keynote presentation
The AI Shift: How Intelligent Tools Are Reshaping Our Omnichannel Reality
Marusa Dodic
OmniChannel experience program team leader | A1 Slovenia | Slovenia
OmniChannel experience program team leader | A1 Slovenia | Slovenia
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:30 | Keynote presentation
Omnichannel as the Operating System of Experience, Client Centric However Not for All?
Giana Quandt-Martiena
Head of Compliance | KBC Bank
Head of Compliance | KBC Bank
16:30 – 17:15
Roundtable Discussion
16:50 – 17:35
Roundtable Discussion
17:15 – 17:30
Closing Remarks
Andy Wilkins
Member of Planning Committee | BINA
Member of Planning Committee | BINA
17:45 – 18:45
Cocktail Reception
Join our event
POWER OF CONNECTIONS
Whom will I meet there
Attendees:
- C-Level Executives
- Directors
- Heads of Departments
- Senior Managers
Focus Areas:
- Customer Experience
- Customer Success
- Digital Experience
- Insight & Satisfaction
- Digital Transformation
- Omnichannel Management
- Quality Assurance
- Knowledge Management
- Conversational AI
Retail · Banking · Insurance · Telecommunication ·
Retail · Banking · Insurance · Telecommunication ·
Retail · Banking · Insurance · Telecommunication ·
Retail · Banking · Insurance · Telecommunication ·
Retail · Banking · Insurance · Telecommunication ·
JOIN EVENT
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Early Bird Discount
Secure your access to the ICEM Summit today
and benefit from our limited-time offer.
- Access to event app
For teams
Group pass
- Get team access for up to 4 colleagues
- Access to digital content
- Complimentary accommodation
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.
Where it's all gonna happen
Enjoy a comfortable stay with panoramic views in central Berlin.
This modern high-rise offers comfortable rooms with fast Wi-Fi, contemporary amenities, and panoramic city views. On-site wellness, fitness facilities, and multiple dining options make it easy to recharge between sessions, while a rooftop terrace provides a unique setting for evening networking. With professional conference facilities, multiple meeting rooms, and a large ballroom, the hotel is well suited for talks, workshops, and social events—all in the heart of Berlin.
Park Inn by Radisson Berlin Alexanderplatz
Alexanderpl. 7,
10178 Berlin, Germany
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
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Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
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Navya Dhar
Production Executive
navya.dhar@binaconf.com
LinkedIn
