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15th & 16th September 2022


International Customer Experience Management Summit

ICEM summit online

Why attend ICEM summit?

For most companies is Customer Experience significant concern. Many small and large corporations are investing a fortune for the improvement of their Customer Experience. Whether it is for keeping the customer data safe by opting for IT security risk assessments or using AI-powered chatbots to engage with the prospects 24/7, customer experience is evolving very fast. The future success of each business will depend on its ability to adjust its customer experience to the new realities and expectations of customers as we move to a post-Covid world. I hope you will join me at this important conference as we explore the success, challenges, and lessons learned by some of the industry leaders defining the future of Customer Experience.

Learn more about topics

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    Topics of ICEM

    Key Insights


    Key insights from first day

    • Trends in customer service on the horizon for 2022
    • Adapting business to changing customers’ expectations after the pandemic
    • Moving omnichannel from theory to reality
    • Automation in customer service
    • AI-enhanced experiences
    • Interactive panel discussion
    • Q&A with experts

    Key insights from second day

    • Harmonizing humanity and automation
    • The importance of collecting data to reach great customer experience
    • Why omnichannel experience (CX) is important for your business
    • Customer care reinforces excellent CX
    • Social media as a primary customer service channel
    • Interactive panel discussion
    • Q&A with experts

    Don't just take our word for it

    What they say about us

    Very good selection of topics, very interactive. Very good location.

    TelefonicaDirector Customer Experience

    Many insights and important topics. Good venue, well organized.

    SEBHead of region Baltic Countries

    Great event, nice friendly staff from Bina. Useful agenda, interesting format, significant contacts within participants and speakers. Unchangeable Experience!!

    ABN Amro BankDirector Contact Center

    There are very good and relevant speakers with the experience and expertise which is very appropriate. Having presentations in USB stick is great!

    VodafoneDirector International Sales and Marketing Operations

    The topics and discussions were of high level and really useful.

    TurkcellDirector Customer Relations

    Very good meeting with overall very relevant topics. Good opportunity to discuss, share experience and get connected.

    Citi BankMember of board

    Very enjoyable and extremely thought-provoking discussions in a very interactive group.

    TelecomMember of Board Orange

    All speakers were very good, interesting discussions, interesting topics, perfect!

    T-MobileVice President Customer Experience

    Interesting topics and good organization, good participants!

    Austrian TelecomVice President Customer Interaction

    This was my first ICEM Conference. I was amazed by the diversity of research topics on CX. I enjoyed networking with peers from cross industry, As well as those from different countries''

    Royal Bank of ScotlandDirector Customer Operations

    'Hot topics, fantastic speakers and lovely audience, & great location, I had great time thank you very much for the invitee. Looking forward to meeting you all next year. All the best!

    ING BankHead of Division

    Where it's all gonna happen

    Welcome to Berlin

    Pullman Berlin Schweizerhof Hotel
    Budapester Str. 25
    10787 Berlin

    This contemporary hotel in the Tiergarten district is a 9-minute walk from Zoo Berlin and 11 minutes’ stroll from Zoologischer Garten S-Bahn/U-Bahn station.

    Thanks for everything


    Knowledge partners

    Interested in becoming a sponsor?

    If your company is interested in sponsoring ICEM Summit London 2022, 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

    Request now

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      Contact us

      Manish Kailkhura

      Head Business Development

      Hanka Kundratova

      Associate Production Manager