Experience the future of customer service at a virtual summit where industry leaders and innovators redefine excellence in contact centers. This dynamic event features engaging presentations, hands-on workshops, and networking with global experts. Gain actionable strategies, innovative tools, and fresh perspectives to elevate your approach and drive growth.
Trusted by professionals (4.8 of 5)
At the Contact Centre Summit EMEA, you’ll uncover actionable insights and innovative solutions that prioritise your customers in every aspect of your strategy. Engage with visionary speakers, delve into real-world case studies, and connect with industry thought leaders in an interactive setting. Whether you aim to enhance your contact centre skills or propel your career forward, this is the essential event to keep you ahead of the competition. Reserve your spot today and elevate your expertise in contact centre excellence!
- Breakthrough innovations and best practices for the contact centre industry
- Insights that sharpen your competitive edge in delivering exceptional service
- Proven strategies to boost brand recognition and customer loyalty
- Exploration of emerging trends that are shaping the future of the industry
- Knowledge exchange for professional development and leadership growth
- Skill enhancement and certification opportunities to advance your expertise
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
Starting in
8:45 – 9:00
“Welcome Speech: Opening Session
Qaalfa DibeehiChairman
Setting the Stage for an Engaging Summit.
Overview of what’s to come and key themes to look out for.
Emphasis on today’s challenges and future opportunities in contact centers.”
9:00 – 09:30
“Modernizing Communication: AI Agents & Interfaces for Future Customer Interaction”
Rene EresHead of Large Enterprise | A1 Telekom Austria AG
09:30 – 10:00
“Reimagining Customer Interactions Across Channels”
Lisa DalzellHead of Customer Experience | ERGO Travel Insurance
10:00 – 10:30
Reimagining Customer Interactions Across Channels
10:30 – 11:00
Morning Coffee Break
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats.
11:00 – 11:45
“DIY Support: Crafting Sustainable CX Through Innovation and Empowerment”
Gerardo barreraHead of Customer Service | Twothirds SLU
11:45 – 12:15
“Transforming Customer Engagement with Conversational AI”
Indrek VainuHead of Conversational AI | Zurich Insurance Company Ltd
12:15 – 13:00
Panel Discussion: Scaling Contact Center Operations without Losing Quality
13:00 – 14:00
Lunch Break
It’s Hungry O’clock!
14:00 – 14:30
“The Contact Center of the Future”
Alex HugginsDirector Contact Center as a Service (CCaaS) | Microsoft
14:30 – 15:00
“Optimizing Service Channels: Cost-Effective Strategies for Shifting Customer Volumes”
Diogo CoelhoHead of contact centre and WFM | CARWOW
15:00 – 15:30
“Increasing Agent Productivity through Automation”
Sandile ButheleziCustomer Service Manager | Discovery Limited
15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats
16:00 – 16:45
“Agent Wellbeing - The Foundation of Customer Satisfaction”
Bart van de SandeHead Customer Care Personal & Wealth | ABN AMRO Bank N.V.
16:45 – 17:15
Live Q&A
All Day 1 speakers will participate in a live Q&A session,
17:15 – 17:30
Closing Remarks
Join our event
08:45 – 9:00
“Recap and Goals for Day 2
Qaalfa DibeehiChairman
Brief recap of Day 1 highlights, insights, and shared perspectives.
Goals for Day 2: deep dives into emerging tools and actionable strategies.”
9:00 – 09:30
“Navigating with AI for Customer Centric Action Plan”
Tutku SalihogluEx- Head Of Customer Care | BNP Paribas Cardif
09:30 – 10:00
“The Role of Personalization in Contact Center Excellence”
Rehana ShaikHead of the Commercial Customer Experience Centre | FNB South Africa
10:00 – 10:30
“Evolution of CX in the Age of Artificial Intelligence.”
Martin OberdannerPre-Sales Director in Enghouse Interactive | Enghouse Interactive
10:30 – 11:00
Morning Coffee Break
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats.
11:00 – 11:45
“Measuring Customer Experience: The Power of Emotions and Sentiment”
Rita de Sousa Félix / Ricardo LorencoGlobal Customer Experience and Satisfaction Director/heads Customer Insights & Analytics for Global Customer Experience | Schneider Electric
11:45 – 12:15
“Human and Thriving Customer Service”
Ledi LapajDirector Customer Experience | Bank-al-Etihad
12:15 – 13:00
Interactive Panel Discussion: Future-Proofing the Contact Center Workforce
13:00 – 14:00
Lunch Break
It’s Hungry O’clock!
14:00 – 14:30
“Handling Service Disruptions with Agility”
Naglaa AbdeenSenior Director | Telecom Egypt
14:30 – 15:00
“Employee Engagement as a Key Factor for Customer Satisfaction”
Carsten Hilbers, M.ADirector Customer Experience & Care Germany & Austria (Member of the Management Board) | Pluxee Deutschland
15:00 – 15:30
“The presentation will look at how Design Thinking and Client Experience are so closely linked”
Dieketseng ShabanguHead of Customer Experience | Standard Bank Group
15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery
Grab a coffee, connect with peers in virtual speed networking, explore interactive booths, and join lively chats
16:00 – 16:45
“How Digital Transformation is driving CX”
Mais KayedCustomer Experience and Service Excellence Head | Capital Bank of Jordan
16:45 – 17:15
Live Q&A
Join all Day 2 speakers in this live Q&A, where they’ll answer questions, share final insights, and provide practical advice on the topics discussed throughout the day. It’s a chance to gain direct perspectives from industry leaders and interact with peers across EMEA.
17:15 – 17:30
Closing Remarks
A wrap-up of key learnings from Day 2 and a celebration of shared experiences. Andy Wilkins will close the summit with reflections on the role of contact centers in the future.
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 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
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Karen Radley
Head of Production
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Camilla Woolf
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Anita Lohr
Project Manager – Team Lead, ICEM Summit
anita.lohr@binaconf.com
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