7th Annual Customer Experience Management in Banking Summit

7th Annual Customer Experience Management in Banking Summit has been designed to bring you a unique opportunity to gain fresh insights into areas such as customer experience, customer journey, customer care, customer value, customer insights, and many others. Come and find the answers to all the questions about how to create value for customers, what is really happening across every step in the customer journey and voice of customer – a need to listen to everyone. You will hear about how agile process management impacts the customer experience, how customer needs a problem solving, and how using the Voice of Customer Insights can drive value throughout the wider business.

By attending this summit, you will access the first-hand learnings and valuable tips when it comes to objectives of an effective Customer Relationship Management program with the key senior experts of the major banks.

3 co-located cem
3 co-located cem pharma 3 co-located cem telecom 3 co-located cem banking



Key Speakers

Robert Fischer

First Vice President, Lead of Products & Process Simplification & Standardization

UniCredit Group


Maurice Lisi 

Head of Multichannel and Customer Experience
Intesa Sanpaolo

Jarkko Vuorikoski
Head of of Customer Journey, Asset Finance
Danske Bank

Arnaud A. Huet
Head of Customer Strategy 
Societe Generale 

Magne Schreiner
Senior Vice President, Customer Solutions And Financial Product Management

Patrick Plath
Vice President, Head of Customer Experience 
Barclaycard Barclays Bank PLC, Germany

Key Topics

  • What is really happening across every step in the customer journey?
  • What are the main advantages of Big Data visualization?
  • Is the digital CEM the right answer to how to improve the customer´s loyalty towards the bank?
  • Voice of customer – a need to listen to everyone. Perception of a customer experience satisfaction based on generation. Is generation of Millennials different?
  • How to create value for customers?
  • Impact of agile process on the customer experience
  • Artificial Intelligence as a mean to get closer to the customer´s need and improve their experience
  • The importance of satisfaction and loyalty in CEM
  • How to deal with feedback in CEM

Who Should Attend

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors and Heads of Departments from Banking Industry involved in:

  • Customer Experience
  • Customer Service
  • Customer Care
  • Customer Operations
  • Customer Loyalty & Retention
  • Customer Experience Management
  • Customer Analytics
  • Data Quality / Big Data 
  • Customer Insights 




  • Customer Life-Cycle Management
  • Customer Centricity
  • Customer Satisfaction
  • Customer Insight/Research
  • Customer Engagement
  • Customer Value Management
  • User Experience
  • Sales 
  • Marketing and Digital Marketing




Join us and register today

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Key speakers

Key topics

Who Should Attend