22nd & 23rd January 2025
ICEM SUMMIT LONDON
International Customer Experience Management Summit
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Getting into the virtual ICEM Summit London 2025 for an unparalleled dive into customer experience innovation. Learn from top industry experts, explore real-world applications, and gain forward-thinking insights to create outstanding customer interactions. Elevate your skills and advance your career with this exclusive opportunity. Register now to secure your spot in this transformative virtual experience!
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The ICEM Summit London 2025 is going virtual, offering an immersive, interactive platform for CX professionals. This is more than just an online event—it’s a chance to explore cutting-edge trends, innovative strategies, and best practices in customer experience. Engage in real-time discussions, gain certifications, and connect with industry leaders. Get ready to transform your customer interactions and stay ahead in the evolving digital landscape of CX.
- Breakthrough innovations and best practices for the Customer Experience industry
- Insights that sharpen your competitive edge in delivering exceptional service
- Proven strategies to boost brand recognition and customer loyalty
- Exploration of emerging trends that are shaping the future of the industry
- Knowledge exchange for professional development and leadership growth
- Skill enhancement and certification opportunities to advance your expertise
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
8:30 – 8:45
“Welcome Speech: Opening Session
Michael CooperMember of Planning Committee | BINA International
Setting the Stage for an Engaging Summit.
An overview of the agenda and key themes for the summit.
Highlighting today’s CX challenges and emerging opportunities for innovation.”
8:45 – 9:15
“Dare to CARE: Creating a Culture of Customer Experience across 40 countries for 40 million customers”
Gail RussellGlobal Head of Customer Experience | HSBC Bank
9:15 – 10:00
“Innovation - Do or Die”
Sirisha VorugantiManaging Director & CEO | Lloyds Technology Centre
10:00 – 10:30
“Presentation Title: Transformative Digital Care”
Jim HannonChief Technology Officer (CTO) | Sweepr
10:30 – 11:00
Networking Session
Networking Break: Grab a coffee and schedule your meetings!
11:00 – 11:30
“Crafting Seamless Omnichannel Experiences”
Chiara ParodiHead of Experience and Service Design | John Lewis & Partners
11:30 – 12:00
“Transforming Customer Support into a Competitive Advantage”
Luke AtkinsFront | Senior Customer Support Specialist
12:00 – 13:00
Interactive Panel Discussion: Building a Customer-Centric Culture: Strategies for Success.
13:00 – 14:00
Lunch Break
Refuel and connect with fellow attendees in a relaxed setting.
14:00 – 14:30
“Why we killed WhatsApp for Business & Data Driven Ruthless Prioritisation”
Adam John NaylorDigital and Omnichannel Marketing Lead | Pfizer
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Victoria E SchofieldCommercial Excellence Director | Pfizer
14:30 – 15:00
“Boost the bottom line with conversations”
Rob CornesCustomer Solutions Architect | Vonage
15:00 – 15:30
“Creating a Design Vision”
Flavio LamenzaSky Telecom | UX Lead
15:30 – 16:00 Hrs
Networking Break: Grab a coffee and schedule your meetings!
16:00 – 16:30
“Fostering Customer-Centric Culture for Innovation Growth”
Gabriela Georgieva KostovaCX Lead | MAPFRE
16:30 – 17:00
“Context is King! Looking at how context influences your team”
Miguel PintoSenior Service Designer | Banco Santander Totta
17:00 – 17:30
“UX Storytelling - It's a journey”
Maarten van HeiningenSenior UX Designer | A.S.R
17:30 – 17:45
Closing Remarks
Join our event
08:30 – 8:45
Welcome Back: Day 2 Kickoff
- A brief recap of Day 1 highlights and key takeaways.
- Day 2 focus: actionable strategies for long-term CX excellence.
8:45 – 9:15
“Why your customers problems are big assets to your company”
Charlotte MørchHead of Digitalization & Customer Experience | Tryg
9:15 – 10:00
“AI and empathy: How to redefine customer experience step by step”
Luke ToninHead of AI & Machine Learning | Funding Circle
10:00 – 10:30
“Building a Foundation for Leveraging AI in Contact Centres to Enhance Insights, CX & Agent Quality”
Luke BrownKey Account Director | Enghouse
10:30 – 11:00
Networking Break: Grab a coffee and schedule your meetings!
11:00 – 11:30
“The power of customer voices to innovate in financial services”
Artur PoluektovHead of Product Strategy | SIBS International
11:30 – 12:00
“Real Case Study: Turn every text into an experience: Unlocking the future of business messaging and CX”
Pedro Carmo e SilvaVice President Commercial Product Management EMEA & APAC | Sinch
12:00 – 13:00
Interactive Panel Discussion: Preparing for the Future – What’s Next in CX?
13:00 – 14:00
Lunch Break
Enjoy a delicious lunch and connect with other CX professionals.
14:00 – 14:30
“Journey of Building In-House Conversational AI Capabilities”
Mikolaj SochanskiResponsible AI Platform & Innovation Lead | Zurich Insurance Company
14:30 – 15:00
“The New Experience Economy – when the feature alone is no longer enough”
Fabian LenzUX / CX Lead | HUK-COBURG
15:00 – 15:30
“Building Bridges with AI: Transforming Multilingual Customer Engagement”
Gil CoelhoHead of Product | Unbabel
15:30 – 16:00 Hrs
Networking Break: Grab a coffee and schedule your meetings!.
16:00 – 16:30
“Building a Customer-Centric Culture: Strategies for Success and Growth”
Stefan PataDirector, Customer Experience | Mobilize Financial Services
16:30 – 17:00
“Complaints as Catalysts: Elevating Customer Experience through Excellence in Complaints Management”
Scott Lee Holloway, CCXPSenior Customer Experience Manager | APS Bank
17:00 – 17:30
Live Q&A
Join all Day 2 speakers for a final interactive Q&A session.
17:30 – 17:45
Closing Remarks
- Wrap up the summit with reflections on key learnings and opportunities ahead.
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 · Telco ·
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
WELCOME TO
Virtual Summit Experience
Immerse yourself in the International Customer Experience Management Summit London through our personalised, user-friendly platform, crafted for seamless interaction. Enjoy a live reception area, an intuitive dashboard with tabs for live sessions, an exclusive backstage for speakers, a networking lounge, and a virtual foyer featuring exhibition stands from world-class solution providers. Dive into a wealth of resources, including white papers, case studies, and more, with unlimited access to knowledge. Plus, access the platform and digital library one week in advance, remaining open for four weeks post-event for ongoing learning and connections.
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
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Karen Radley
Head of Production
karen.radley@binaconf.com
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Camilla Woolf
Production Associate
production@binaconf.com
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Sales Associate
larisa.bernhard@binaconf.com
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