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26th & 28th April 2022


International Customer Experience Management Summit

ICEM summit online

Why attend ICEM summit online?

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

    • Reading Customers’ Minds
    • Identify and define gaps in the customer journey.
    • Give Customers Something They Didn’t Know They Needed
    • Conduct customer persona research to understand your customer’s goals.
    • Finding a balance between humanity and automation
    • Interactive panel discussion
    • Live Q&A with experts

    Key insights from second day

    • The top 10 customer service challenges and how to resolve them.
    • An increasing presence of bots in digital customer experience
    • Why omnichannel experience (CX) is important for your business
    • Key reasons to move towards an omnichannel customer care model.
    • Customers expect hyper-personalized experiences
    • Interactive panel discussion
    • Live Q&A with experts
    Send me full agenda

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      Benefits of attending virtual summit

      • Live Presentations
      • 1:1 Meetings
      • Breakout Rooms
      • AI Networking
      • In-Platform Calls
      • Digital Contents
      Reserve my seat

      Well known industry leaders and emerging talents

      Meet your speakers

      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

      Get comfortable and enjoy your conference

      Welcome to our virtual venue

      In light of ongoing developments with COVID-19 and after thoughtful discussions with our Board of Directors and a few member companies, BINA has decided to move our ICEM Summit 2022 to a fully online, virtual experience. Attendees will be able to participate virtually in vital conversations around the Contact Center and Pandemic within the cross-industry. will be able to partake in interactive and engaging experiences through a new dynamic virtual conference platform There will be live streaming, 1 to 1 meetings, Interactive panel discussions, Brainstorming round table sessions same as in offline/in-person events. The virtual system we will use also has interactive exhibition features and includes plentiful opportunities for sponsorship exposure, all while attendees connect from the comfort and safety of their home or office. 

      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


        Marcela Luptovská

        Associate Production Manager