11th & 12th February 2026
ICEM SUMMIT LONDON
International Customer Experience Management Summit
See scheduleSee speakers
Join us for the 5th Annual International Customer Experience Management Summit, the premier virtual gathering redefining the future of customer experience. This high-impact event convenes senior executives and decision-makers from a range of industries including Banking, Insurance, Retail, and Telecommunications. Discover innovations in AI-driven service, intelligent interaction, and digital design. Learn from inspiring keynotes and gain practical frameworks to accelerate results. With immersive networking, the ICEM Summit equips you to explore emerging trends, technologies, and strategies that will shape CX in 2026 and beyond.
Trusted by professionals (4.8 of 5)
This virtual summit offers unparalleled insights into the future of customer experience. You’ll gain access to breakthrough strategies, explore real-world success stories, and connect with global thought leaders driving innovation across industries.
- Industry Expertise: Learn from global leaders across Banking, Telecom, Insurance, and Retail.
- Future-Ready Insights: Explore cutting-edge trends in AI, predictive personalization, and ethical customer engagement.
- Actionable Case Studies: Discover real-world examples of strategies delivering measurable results.
- Skill Advancement: Access practical frameworks, tools, and certifications to accelerate your professional growth.
- Strategic Networking: Connect virtually with decision-makers, innovators, and peers shaping the next era of customer experience.
“Today, great CX is built where AI and empathy meet. ICEM Summit London brings together leaders to share what’s working now—and what’s next—so you leave with ideas you can apply immediately.”
Katie StablerFounder and Director of Customer Experience / UK
Day 1
Reinventing Customer Experience in a Digital-First Era
Focused on innovation, resilience, and human-centered strategies, leaders in CX, Digital Transformation, and Technology will gain practical insights to build seamless journeys, effectively leverage data, and drive sustainable customer-first growth.
Expect sessions on
- Global CX Culture & Leadership
- Omnichannel & Experience Design
- Data, Insights & Technology
- Customer Success & Growth Strategies
Day 2
AI, Empathy, and the Future of Customer Experience
Focused on personalization, human-digital service, and resilience, leaders in CX, Innovation, and Technology will gain insights to harness AI responsibly, elevate empathy in customer interactions, and design future-ready experiences.
Expect sessions on
- AI-driven personalization and real-time insights
- Customer voice as an innovation engine
- Human-plus-digital service design
- Building resilience in an AI-powered future
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
“”
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
Attendees:
- C-Level Executives
- Directors
- Heads of Departments
- Senior Managers
Focus Areas:
- Customer Experience Management
- Customer Success
- Digital Experience
- Insight & Satisfaction
- Digital Transformation
- Product Management
- Omnichannel Strategies
- CX Innovation
- Customer-Centric Culture
- Data Analytics
- AI in CX
- Personalization
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
Step into the future of the International Customer Experience Management Summit through our next-generation digital platform, designed for simplicity, engagement, and impact. Navigate an interactive lobby, explore live keynotes and breakout sessions, and connect with peers in dynamic networking lounges. Speakers enjoy a dedicated backstage for smooth delivery, while attendees can visit virtual exhibitor zones showcasing cutting-edge CX solutions. Access exclusive resources, research reports, case studies, and on-demand content at your convenience. The platform opens one week prior and remains live for four weeks after, ensuring extended learning and lasting 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
Contact us
Manish Kailkhura
Head Business Development
manish.kailkhura@binaconf.com
LinkedIn
Unnati Jain
Production Lead
Unnati.jain@binaconf.com
LinkedIn
Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
LinkedIn
