LONDON
20th & 21st January 2027
ICEM Summit London
International Customer Experience Management Summit
Hosted virtually
in central London
in central London
Curated
networking
networking
Senior-level
attendees
attendees
Real case
studies
studies
Single-track
format
format
Join us at the 6th Annual ICEM London Virtual Summit, a leading EMEA-focused CX leadership forum bringing together Europe’s most influential CX leaders, digital pioneers, and transformation decision-makers to redefine how customer experience is designed, governed, and measured in 2027 and beyond. Across two impactful days, explore how organisations are evolving from traditional CX models to modern, intelligence-led experience ecosystems and how success is being redefined through next-generation KPIs, AI-driven transformation, and accountability frameworks.
Limited to 100 participants. Secure your spot today.
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THIS YEAR
Key themes of ICEM summit London
- Re-Architecting CX for the Enterprise: Moving from functional CX to experience-led operating models
- AI-Powered Experience Ecosystems: Intelligent orchestration across journeys, channels, and touchpoints
- From Insight to Impact: Turning customer data into real-time decisions and measurable value
- Modern CX Measurement: Redefining KPIs, ROI, and accountability in a digital-first world
- Cross-Industry Benchmarking: Learn from banking, insurance, telecom, retail & e-commerce leaders
- Executive Virtual Networking: Connect with senior leaders shaping the future of CX in EMEA
POWER OF CONNECTIONS
Whom will I meet there
A highly curated group of 100 senior customer experience and transformation leaders from across Europe — selected for their role in driving CX strategy, technology adoption, and operational performance.
Attendees:
- C-Level Executives
- Directors
- Heads of Departments
- Senior Managers
Industries:
- Banking
- Insurance
- Telecommunications
- Retail
- E-commerce
- Technology
Focus Areas:
- Customer Experience
- Digital Transformation
- Customer Insights & Analytics
- Omnichannel Strategy
- Product & Service Design
- AI & Technology
- CX Measurement & ROI
No consultants. No junior profiles. No open expo audience.
Only qualified, invited participants.
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
Day 1
The Intelligent Experience Economy
AI, Trust & Human-Centered CX
08:45 – 09:00
Opening Remarks & Welcome Address
Setting the tone for the evolution of CX as an enterprise-wide strategy
09:00 – 09:30
From Service to Strategy: The New Role of CX in the Enterprise
09:30 – 10:00
Breaking Silos: Building Connected Experience Ecosystems Across Channels
10:00 – 10:30
AI as the CX Orchestrator: From Automation to Adaptive Journeys
10:30 – 11:00
Virtual Coffee Break & Networking
11:00 – 11:45
Omnichannel by Design: Delivering Seamless Experiences at Scale
11:45 – 12:15
Trust, Ethics & Governance in AI-Driven Customer Experience
12:15 – 13:00
Interactive Panel Discussion
Re-Architecting CX: Leadership, Technology & Culture in 2027
13:00 – 14:00
Lunch Break
An opportunity to network with peers and speakers in a virtual setting
14:00 – 14:30
Designing Human-Centered Digital Experiences in a Data-Driven World
14:30 – 15:00
The Frontline Reimagined: Empowering Employees in Modern CX Models
15:00 – 15:30
From Journey Maps to Journey Intelligence
15:30 – 16:00
Networking Break
16:00 – 16:45
Experience Platforms as the New Enterprise Backbone
16:45 – 17:30
Executive Roundtable Discussions
CX Transformation Challenges & Lessons from the Field
17:30 – 17:45
Day 1 Closing Remarks
Day 2
Theme: The Accountability Era
Measuring, Monetising & Scaling CX Value
08:45 – 09:00
Opening Remarks & Day 2 Overview
09:00 – 09:30
Why Traditional CX Metrics No Longer Work
09:30 – 10:00
From Lagging Indicators to Predictive Experience Intelligence
10:00 – 10:30
Linking CX to Revenue, Retention & Lifetime Value
10:30 – 11:00
Virtual Coffee Break & Networking
11:00 – 11:45
Industry Perspectives: How CX KPIs Are Evolving Across Sectors
11:45 – 12:15
Trust, Emotion & Loyalty: Measuring What Truly Matters
12:15 – 13:00
Interactive Discussion
CX ROI, Governance & Board-Level Accountability
13:00 – 14:00
Lunch Break
14:00 – 14:30
Real-Time CX Dashboards: Turning Insight into Action
14:30 – 15:00
Experience Economics: Prioritising CX Investments That Deliver Impact
15:00 – 15:30
From Feedback to Foresight: The Future of Customer Insight
15:30 – 16:00
Networking Break
16:00 – 16:30
Aligning CX, Digital, Operations & Technology Through Shared Metrics
16:30 – 17:00
The Future of CX Measurement: What Comes After KPIs?
17:00 – 17:45
Executive Roundtable Discussions
Measuring, Governing & Scaling Experience Value
17:45 – 18:00
Closing Remarks & Summit Wrap-Up
JOIN EVENT
Exclusive Offer
Limited to 100 participants to ensure high-quality discussions and meaningful networking.
Early Bird Discount
Secure your place at the 6th Annual ICEM London Virtual Summit.
- Team access for up to 4 colleagues
- Access to digital content
- Complimentary virtual networking sessions
Team Pass
Designed for organisations attending with multiple stakeholders across operations, CX, and transformation functions.
- Preferential rates for multiple attendees
- Broader internal alignment across teams
- Shared learning across operations, CX, and digital functions
- Access to all sessions, networking, and roundtables
In a 
world full of noise, we help leaders cut through and build meaningful networks that makes an impact.
ABOUT US
Excellence through knowledge
Excellence through knowledge. With years of expertise in organizing professional conferences, we continue to foster environments where industry leaders share their insights, drive innovation, and push boundaries.
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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Unnati Jain
Production Lead
Unnati.jain@binaconf.com
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Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
LinkedIn
