November 25-26, Istanbul, Turkey

ICEM SUMMIT

International Customer Experience Management Summit

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ICEM ISTANBUL 2020

Why Attend ICEM Summit Istanbul 2020?

The world is changing at an ever faster pace. New technologies, new fast moving competitors and increasing customer expectations are all putting huge strains on organisations and the sustainability of old business models. The importance of cultivating and sustaining trusted customer relationships that deliver mutual value has never been greater. This is a call to action to listen differently, think differently and act differently so our organisations can deliver valued experiences that truly make a difference to customers and in doing so open up the possibility for our companies to prosper. Join us to hear the latest insights and case studies from organisations that are at the leading edge of transforming the way they engage with their customers and deliver a compelling, differentiating customer experience.

Learn more about topics

Topics of ICEM

Key Insights

100

delegates

companies

speakers

Key insights from first day

2020 & beyond: the future of CX
Customer Journey mapping
Customer Experience Design
AI & IA importance in CX
Delivering Digital Transformation

Key insights from second day

Omnichannel Management
Customer Insight and Feedback
Implementing Customer Strategy
Customer Centric Culture change in practice
People Management

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What our attendants value most

Conference Benefits

Extensive workshops, 20+ Key Note Speaker Sessions

95%

Best Practices, Round Table Discussions Demos

90%

Product Demonstrations, 15+ Case Studies

85%

Networking Breaks, Benchmarking Opportunities, Interactions

91%

Social Events and Cocktail Reception Post Conference site tours

81%

Who needs this

Designed for chiefs, directors, heads, leaders, managers and executives

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Well known industry leaders and emerging talents

Meet your speakers

Mert Basar

iGA Istanbul Airport

Mert Basar is a Chief Commercial Affairs at iGA Istanbul New Airport. He is an executive with 20+ years of experience in IT, Telecom and Aviation Industries. He managed and grew P&L for business divisions up to $2.7 billion and team sizes up to 200+. He has hands-on C level management experience in different business units of Türk Telekom Group, including mobile, fixed, internet, voice, TV and ICT for both Consumer and Corporate Segments. He held significant roles on major multi-million dollar projects like integration of the group companies, single brand project, LTE launch.

He has a very strong commercial background, on both marketing and sales, obtained at world-leader multinationals, HP and Compaq and Turkey’s telecoms leaders Turkcell and Türk Telekom in product marketing, segment marketing, customer experience management, retention and loyalty programs, pricing, marcom, digital marketing, market research, customer value management, public relations, strategic account sales management and channel sales management. He has vast experience in delivering public speeches and training on technology, strategy, marketing and sales.

Sandeep Poduval

Commercial Bank of Dubai

Sandeep Poduval is a Chief Marketing Officer at Commercial Bank of Dubai. He is a Marketing & Communications Specialist with 20+ years of experience across the Middle East & North Africa region and in India markets.

He has a diverse industry experience spanning from Banking, FMCG, Advertising, Foods, Aviation, Retail and Service industries with both Client and Agency roles.

Ramón Delima

Air France KLM

Ramón Delima is a Vice President Americas of Air France KLM and CEO of Cygnific. Cygnific Sales & Service Centers is a 100% daughter of KLM Royal Dutch Airlines, that handles the customer contacts of KLM, Air France, Delta Airlines, SkyTeam, Rituals, Air Miles, Hudson’s Bay, Adidas and more. He is leading multinational commercial and operational teams towards high performance. He believes in bringing ordinary people together; leading them through extraordinary challenges, and achieving together extraordinary results.

He has experience with leading Air France KLM & Martinair Cargo teams in North and South America. He was responsible for all air freight-related activities, sales, customer service, revenue management, operations, finance and human resources (250 staff). Connecting 255 cargo destinations with a large fleet of passenger aircraft, 15 B747 Passenger/Cargo Combi aircrafts and 6 Full Freighters.

Jean-Pierre Beleen

KPN

Jean-Pierre Beleen is a Principal Consultant Strategy & Innovation at KPN Netherlands. He engages with large and corporate customers in inspiration, co-creation, experience and strategy in sessions and workshops like ABN AMRO, Rabobank, Fokker, CRV, DSM, Sitech, Irado, Center Parcs or the University of Amsterdam to jointly develop an organization-wide roadmap to create business opportunities in customer journeys.

He is a thought leader on Portfolio Management, Business Value, Business & ICT Alignment, Maturity, Co-creation and Customer Experience and Customer Journey Mapping. His specialities are Innovation; Design Thinking, Lean Startup, Canvas methodologies, Context Mapping, Customer (Experience) Journey Mapping, Solution & Portfolio Management. Demand & Supply Management; He is also a lecturer at the University of Rotterdam where he is responsible for: Management Accounting, Business modelling, Business Cases, Business Management, Information Management.

Özgür Mutlu Öz

Arcelik

Özgür Mutlu Öz is Head of product UX/UI Design at Arcelik Group. He is an industrial designer that believes the most important inputs of design are the users and their needs. He is always aimed to provide innovative, user-centred and technically perfect solutions in his designs.

His specialities include topics as user experience, user-centred design, product design, interface design, user research, usability

Mai Momani

United Arab Bank

Mai Momani is a Head of Client Experience at United Arab Bank. She is a senior customer experience & banking professional with functional expertise in designing & implementing cross-channel engagement strategies, launching relationship deepening programs and improving retention levels. She is also a passionate people leader, certified trainer and champion for accelerating transformation to customer centricity.

Her specialties include: Team Development, Branch Management, CRM, Digital, Cross Channel Marketing, Distribution, Service Delivery, Segmentation, Customer Journey Mapping & Visualization, Training, CX, Customer Insights, CX management , Contact Center, Omni-channel monitoring, Customer Insights.

Dobrian Dobrev

Coca-Cola

Dobrian Dobrev is a UX Lead for Coca-Cola IT (EMEA). He is a UX designer based in Sofia, Bulgaria. Dobrian was nominated for the ux-design-awards.com in 2017, has been a UX Mentor for the first-ever organized WebVR Incubator, has hosted lectures & masterclasses at Outcome Conference 2020, WUC 2019, UX Istanbul 2019, UX Sofia 2017, UXify 2016 and is a published author on medium.com. He's been featured in the UX Trend Report 2020. He also teaches User Experience Design & User Interface Design at New Bulgarian University & SoftUni.

He is a User Experience Designer with a demonstrated history of working in the information technology and services industry. He is an author of publications on UX Design. Skilled in User Research, Information Architecture, and Interaction Design. He is passionate about Immersive Experience (AR/VR/MR). His specialities include User Research, Information Architecture, Interaction Design / Prototyping, Technical PM for Immersive Experiences, Technical PM for Conversational Experiences.

Seham Elbehissy

Renault Middle East

Seham is a customer oriented, data driven and a design thinker who can transform business needs into innovative services and memorable customer experiences. With over 15 Years of extensive national & international experience, here area of expertise includes: Digital Innovation, DCX Transformation, Customer Engagement, Business Analytics and Connected Cars & New Mobility. She is primarily focused on digitizing the customer journey, stretching business, and implementing the best practices in loyalty & Rewards Programs.

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Everything you need to know

Conference schedule 2020

08:30AM – 09:00AM / Registration open / Grab a cup of coffee, your badge and conference material
09:00AM – 09:30AM Opening Remarks by Chair Introductions – know your peers before we start
9:30AM – 11:00AM / Keynotes / Keynotes, case studies & presentations
11:00AM – 11:30AM Morning networking break Coffee, tea, fresh juices, bakery delights & fruits will be served
11:30AM – 12:30AM Keynotes Keynotes, case studies & presentations
12:30PM – 01:15PM Roundtable Roundtable Brainstorming session
01:15PM – 02:00PM Lunch Break Premium buffet lunch with coffee and drinks
02:00PM – 03:30PM Keynotes Keynotes, case studies & presentations
03:30PM – 04:00PM Afternoon networking break Coffee, tea, fresh juices, bakery delights & fruits will be served
04:00PM – 05:00PM Keynotes Keynotes, case studies & presentations
05:00PM – 05:30PM Interactive discussion panel Panel of 4 industry experts will take this Q & A session
05:30PM – 06:00PM Closing ceremony Daily wrap up session and Closing remarks
06:00PM – 07:00PM Cocktail Reception Registration required

08:30AM – 09:00AM / Registration open / Grab a cup of coffee, your badge and conference material
09:00AM – 09:30AM / Opening Remarks by Chair / Quick review of Day 1
9:30AM – 11:00AM / Keynotes / Keynotes, case studies & presentations
11:00AM – 11:30AM / Morning networking break / Coffee, tea, fresh juices, bakery delights & fruits will be served
11:30AM – 12:30AM / Keynotes / Keynotes, case studies & presentations
12:30PM – 01:15PM / Roundtable / Roundtable Brainstorming session
01:15PM – 02:00PM / Lunch Break / Premium buffet lunch with coffee and drinks
02:00PM – 03:30PM / Keynotes / Keynotes, case studies & presentations
03:30PM – 04:00PM / Afternoon networking break / Coffee, tea, fresh juices, bakery delights & fruits will be served
04:00PM – 05:00PM / Keynotes / Keynotes, case studies & presentations
05:00PM – 05:30PM / Interactive discussion panel / Panel of 4 industry experts will take this Q & A session
05:30PM – 06:00PM / Closing ceremony / Daily wrap up session and Closing remarks

If you prefer to have schedule sent to you via mail please do it here.

Flexible pricing with no surprises

Conference Tickets

Basic pass

Conference pass
Business Lunch
Tea, coffee & snacks
Cocktail reception
~~Accommodation~~
~~Premium pass~~

apply today

Gold pass

Conference pass
Accommodation
Business Lunch
Tea, coffee & snacks
Cocktail reception
~~Accommodation~~

apply today

Premium pass

Premium Pass (Top)
Conference Pass (X2)
Accommodation (X2)
Business Lunch
Tea, coffee, snacks
Cocktail reception

apply today

Need additional pricing info? Get in touch for custom and high-volume pricing.

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