17th & 18th March 2027
CC DACH
Contact Centre Summit
The Future of Customer Service
& Customer Operations
Hosted in central Berlin
Curated networking
Real case studies
Cocktail reception
Single-track format
The 18th Contact Centre Summit DACH brings together leaders responsible for customer service, contact centres and customer operations for two days of practical case studies, peer exchange and cross-industry learning. Bringing together professionals from banking, insurance, telecommunications, utilities and retail, the summit will explore how organisations are transforming customer interactions through AI, automation, new operating models and better technology.
From Contact Centre and Customer Service Managers working directly on operational transformation to Heads, Directors and senior decision-makers shaping the future of service, the summit is built around one simple question:
What is actually working in customer operations today?
See schedule
Starting in
Trusted by professionals (4.8 of 5)
THIS YEAR
Key highlights
01
Agentic AI in Customer Service
Moving AI from assistants and pilots into real customer-service operations.
02
The Next Contact Centre
How contact centres are evolving through cloud, automation, data and new operating models.
03
Human + AI Workforce
Finding the right balance between automation, agents and human judgement.
04
Conversational & Voice AI
Creating faster and more natural interactions across voice, chat and digital channels.
05
Connected Customer Service
Bringing channels, customer context and service operations together.
06
Performance That Matters
Improving service quality, productivity, customer satisfaction and cost-to-serve.
THIS YEAR
Key themes
Day 1
Intelligent Customer Service: AI, Automation & Contact Centre Transformation
AI is moving rapidly into everyday customer-service operations.
Day 1 looks at how organisations are transforming contact centres using AI, automation, conversational technology and new service models.
The focus will be practical: where AI is already delivering value, how customer conversations are changing, what can realistically be automated and how organisations are designing the next generation of customer-service operations.
Key topics
- Agentic AI in Customer Service
- Generative AI & Automation
- Conversational AI & Voice AI
- Contact Centre Transformation
- Omnichannel Customer Service
- Self-Service & Digital Service
- Customer Service Technology
- Human + AI Operations
Day 2
Customer Operations That Deliver: People, Performance & Trust
Technology alone does not create better customer service.
Day 2 focuses on the people, operating models and performance behind successful customer operations.
From workforce management and agent experience to service quality, analytics and cost-to-serve, the discussions will look at how organisations can improve both operational performance and customer outcomes. As AI becomes increasingly embedded in customer interactions, we will also explore governance, trust and the changing role of the human agent.
Key topics
- Workforce Management & Agent Experience
- Service Quality & Performance
- Customer Operations Analytics
- Contact Centre KPIs
- Employee Enablement
- Cost-to-Serve & Efficiency
- AI Governance & Customer Trust
- Future Customer Operations Models
Get full event details.
Just One Click Away
- Full event agenda
- Latest speakers and topics
- Highlights from previous editions
- Delegate and networking information
- Corporate and team participation options
- Selected digital content from previous events
POWER OF CONNECTIONS
Whom will I meet there
A focused community of customer service, contact centre and customer operations professionals from organisations managing large and complex customer interactions.
The summit brings together the people designing customer-service transformation with the people responsible for running it every day.
Attendees:
- Contact Centre Leads, Managers, Heads & Directors
- Customer Service & Customer Care Leaders
- Customer Operations Leaders
- Customer Interaction Leaders
- Service Transformation Leaders
- Conversational AI & Automation Leaders
- Workforce Management & Agent Experience Leaders
- VPs and C-Level Customer Operations Executives
Focus Areas:
- Contact Centre Management
- Customer Service & Customer Care
- Customer Operations
- AI & Service Automation
- Conversational & Voice AI
- Workforce & Agent Experience
- Omnichannel Service
- Service Quality & Performance
From hands-on transformation leaders to senior decision-makers — focused on useful conversations, relevant benchmarking and real peer exchange.
No generic conference traffic. No junior delegate volume. No open exhibition audience.
Only qualified senior decision-makers and invited industry leaders.
Banking · Insurance · Telecommunication · Retail · Utilities
Banking · Insurance · Telecommunication · Retail · Utilities
Banking · Insurance · Telecommunication · Retail · Utilities
Banking · Insurance · Telecommunication · Retail · Utilities
Banking · Insurance · Telecommunication · Retail · Utilities
JOIN EVENT
Get your access to event
Individual Pass
Full access to Contact Centre Summit DACH for professionals looking to benchmark their customer-service operations, learn from practical case studies and connect with peers.
- Access to keynotes, case studies and discussions
- Interactive sessions and roundtables
- Networking with professionals from the five core industries
- Summit lunch and coffee breaks
- Networking opportunities
- Access to selected post-event materials
- Networking access to the wider Berlin summit community
Team / Corporate Pass
Designed for organisations attending with colleagues across customer service, contact centres, operations, AI, technology or transformation.
- Preferential options for multiple delegates
- Shared learning across different functions
- Full access to summit sessions
- Networking and roundtable participation
- Corporate participation options
Limited to 100 participants to ensure high-quality discussions and meaningful networking.
WELCOME TO
Berlin
Berlin, renowned for its vibrant culture and history, stands as a thriving hub for business and corporate opportunities. Known for its dynamic startup ecosystem and innovation-driven environment, Berlin attracts global enterprises and entrepreneurs alike. The city’s robust infrastructure, diverse talent pool, and strategic location in Europe make it an ideal venue for international conferences. Hosting the International Customer Experience Management Summit in Berlin offers unparalleled access to cutting-edge insights, networking opportunities with industry leaders, and exposure to the latest trends in customer experience management, ensuring a transformative event for all attendees.
Where it's all gonna happen
Enjoy a comfortable stay with panoramic views in central Berlin.
This modern high-rise offers comfortable rooms with fast Wi-Fi, contemporary amenities, and panoramic city views. On-site wellness, fitness facilities, and multiple dining options make it easy to recharge between sessions, while a rooftop terrace provides a unique setting for evening networking. With professional conference facilities, multiple meeting rooms, and a large ballroom, the hotel is well suited for talks, workshops, and social events—all in the heart of Berlin.
Park Inn by Radisson Berlin Alexanderplatz
Alexanderpl. 7,
10178 Berlin, Germany
DACH at the Centre.
CEE Around the Table.
Berlin provides a natural meeting point for customer-service and contact-centre leaders from Germany and Central & Eastern Europe.
The 2027 programme will have a particularly strong German presence, complemented by selected executives from major CEE organisations.
GERMANY
Primary market and majority of the speaker programme
DACH
Germany · Austria · Switzerland
CENTRAL & EASTERN EUROPE
Poland · Czech Republic · Slovakia · Hungary · Romania · Croatia · Slovenia and other key enterprise markets
Alongside participants from other European markets.
More than 60% of the speaker programme should come from Germany, with the remaining programme primarily featuring strong corporate speakers from CEE and selected European markets.
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 organization is interested in sponsoring this event, we would be delighted to connect. Contact us to receive our sponsorship brochure and tailored partnership opportunities.
For Sponsorship Opportunities
Contact us
Manish Kailkhura
Head Business Development
manish.kailkhura@binaconf.com
LinkedIn
Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
LinkedIn
Navya Dhar
Production Executive
navya.dhar@binaconf.com
LinkedIn
BERLIN 2027
Two Summits. One Executive Community.
Contact Centre Summit DACH takes place alongside the 27th ICEM Summit Berlin. Two focused programmes. Two different professional communities. One shared networking environment.
Contact Centre Summit DACH focuses on:
Customer Service
Contact Centres
Customer Operations
Customer Interaction
ICEM Summit Berlin focuses on:
Customer Experience
Customer Journey
CX Strategy
Experience Transformation
Participants benefit from the wider community through shared networking, delegate connections, breaks and selected event experiences.
More relevant people.
More useful conversations.
One meeting point in Berlin.
See You in Berlin
Two days. Five core industries. One customer operations community.
Join us for the 18th Contact Centre Summit DACH and hear how leading organisations are transforming the way they serve customers — from Agentic AI and automation to contact-centre transformation, workforce strategy, customer interaction and operational performance.
