International Customer Experience Management Summit

Berlin Germany
15th & 16th March 2017

Event Schedule

1st DAY

Section I: Future, challenges, tools, analytics& solutions
Section II: Beyond Digital Customer Experience
Section III: Customer Journey Mapping, Conclusions & Improvements
Section IV: Financial value: Budgeting & Cost conscious
Section V: Roundtable & interactive discussion panels
Section VI: Case Studies

2nd DAY

Section VII: Customer Loyalty
Section VIII: Customer Feedback Management
Section IX: Customer Data Management
Section X: Social responsibility & Sustainability
Section XI: Employee Engagement, training & capability
Section XII: Vision & Culture, Customer Centricity

About Event

ICEM Event Overview
Be a part of our two days’ successful global forum International Customer Experience Management Summit by KP-Morgan Group Berlin, mainly focused on Customer Experience, Customer Interaction Excellence and Challenging/Evolving Commercial Models. This is a perfect opportunity to share best practices with peers facing the same challenges. Every activity that the company accomplishes is part of the system that brings the perceived value that a customer receives. The Berlin ICEM Summit is targeted for Telecom, Banking, Insurance & Retail professionals who are always seeking for new opportunities, visionary ways of conducting performance. The focus will be both on key top line items that will help generate positive Customer Experience and the cost infrastructure with a view to increase profitability & digital transformation. The speakers will be presenting real life examples in this context in addition to frameworks presented by external agencies. Various plenary sessions will be held in parallel to ensure that time is used effectively to manage different needs of the audience.

Frequently asked questions

1. Who should attend ICEM conference?
You should attend this annual opportunity if you are:

Chiefs, Directors, Heads, Leaders, Managers and Executives involves in:

  • Customer Experience Management,
  • Client relationship Development,
  • Customer Life Cycle Strategies,
  • CRM & Omni Channel Management,
  • Customer Care & Service Quality,
  • Study and Feasibility Management,
  • Retention & Loyalty Programs,
  • Customer Insight & Satisfaction,
  • Enterprises Feedback Management,
  • Channel & Multichannel Management,
  • Process Excellence,
  • Contact Centres,
  • Data Management,
  • Social Media & Brand Management,
  • Marketing & sales.
2. Where will the ICEM Conference take place?
3. How do I register for the event?
4. What would be the conference layout?
5. My company/organization is interested in exhibiting at the ICEM conference and/or sponsoring the conference. Who should I contact?

Sponsors & Exhibitors

Gold Sponsor



Pricing for Ticket

    • 1. BASIC

        • Entry to conference
        • -
        • Business Lunch
        • Tea and snacks
        • Cocktail Reception
    • register now
    • 2. PREMIUM

      • Entry to conference
      • One complimentary pass
      • Business Lunch
      • Tea and snacks
      • Cocktail Reception
    • register now
    • 3. GOLD

      • Entry to conference
      • Accommodation at venue
      • Business Lunch
      • Tea and snacks
      • Cocktail Reception
    • register now



Overall Participants


Case Studies


Companies Enrolled


Andre Achtstaetter

Andre Achtstaetter

Executive Director Retail Banking, Unicredit Read More
Andrew Wilkins

Andrew Wilkins

CEO, BE Advisory Read More
Anna Philipson

Anna Philipson

Vice President Contact Channels, Telia Read More
Attila Kezdody

Attila Kezdody

Head of CRM, MKB Bank Read More
Carmen Lopez Suevos Hernandez

Carmen Lopez Suevos Hernandez

Head of Customer Management Vodafone Read More
Dr. Guido Beier

Dr. Guido Beier

Customer & Design Research, Deutsche Telekom AG Read More
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