The Contact Centre Summit in Madrid gathers industry leaders, innovators, and professionals from customer service and contact centre sectors. With keynote sessions, discussions, and networking, it provides a platform for sharing best practices and exploring the latest in contact centre solutions. Join to gain insights from top experts and discover strategies for future-ready customer experience.
Trusted by professionals (4.8 of 5)
This year’s agenda is crafted to provide comprehensive insights into the future of contact centres. Join us for thought-provoking presentations and discussions in Madrid, featuring some of the industry’s most forward-thinking leaders.
- Industry Benchmarking – Stay ahead with the latest insights.
- New Solutions – Discover technology that enhances efficiency and customer satisfaction.
- Market Trends – Analyze key trends that shape the future of contact centres.
- Brand Visibility – Elevate your brand in a cross-industry platform.
- Invaluable Knowledge – Learn from real-life case studies.
- Certification Opportunities – Gain skills and certification to advance in your career.
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
8:30 – 8:45
“Welcome Speech: Opening Session
Andy WilkinsChairman
Setting the Stage for an Engaging Summit”
8:45 – 9:15
“Leveraging Generative AI to Drive Customer Satisfaction”
9:15 – 9:45
“Enhancing Omnichannel Strategy for Seamless Customer Interaction”
9:45 – 10:15
“The Future of Hyper-Personalization in Contact Centres”
10:15 – 10:45
Networking Break
10:45 – 11:15
“Human-Centric AI – Balancing Automation with Empathy”
11:15 – 11:45
“Predictive Analytics – Transforming Customer Service in Real Time”
11:45 – 12:30
Interactive Panel Discussion
Future-Proofing Contact Centres with AI and Analytics
12:30 – 13:30
Lunch Break
13:30 – 14:00
“Enhancing CX with Real-Time Language Translation and Sentiment Analysis”
14:00 – 14:30
“Preparing for the Next Wave of Conversational AI”
14:30 – 15:00
“Creating Resilient and Adaptive Customer Support Teams”
15:00 – 15:30
“Streamlining Customer Journeys in a Digital-First World”
15:30 – 16:00
Networking Break
16:00 – 16:30
“Lightning Talks: New Technologies Driving CX Excellence”
16:30 – 17:00
“Exploring the Role of Data-Driven Decision-Making in CX”
17:00 – 17:45
Roundtable Discussion
Strategies for Cross-Functional Collaboration
17:45 – 18:00
Closing Remarks
18:00 – Onwards
Cocktail Reception
8:30 – 8:45
“Welcome Speech: Opening Session
Andy WilkinsChairman
Setting the Stage for an Engaging Summit”
8:45 – 9:15
“Using AI to Drive Revenue and Loyalty in Contact Centres”
9:15 – 9:45
“Customer Feedback Loops – Real-Time Strategies for Improvement”
9:45 – 10:15
“Enhancing Service with Cloud-Based Contact Centre Solutions”
10:15 – 10:45
Networking Break
10:45 – 11:15
“Personalization vs. Privacy – Navigating the Compliance Challenges”
11:15 – 11:45
“The Role of Employee Experience in Customer Success”
11:45 – 12:30
Interactive Panel Discussion
Human and AI Collaboration in the Contact Centre
12:30 – 13:30
Lunch Break
13:30 – 14:00
“Transforming CX through Predictive Call Routing”
14:00 – 14:30
“Beyond Chatbots – Future of AI in Contact Centres”
14:30 – 15:00
“Proactive Customer Engagement through Automation”
15:00 – 15:30
Networking Break
15:30 – 16:00
“Data Security and Privacy in AI-Driven Contact Centres”
16:00 – 16:45
Roundtable Discussion
Implementing Cultural Transformation for Customer-Centricity
16:45 – 17:00
Closing Remarks
Join our event
POWER OF CONNECTIONS
Whom will I meet there
Attendees: C-Level Executives, Directors, Heads of Departments, Senior Managers
Industries: Banking, Retail, Telecommunication, Insurance, Pharma & Healthcare
Focus Areas: Contact Centre Operations, Customer Care, Digital Experience, Insight & Satisfaction, Digital Transformation, Omnichannel Management, Quality Assurance, Knowledge Management, Conversational AI
Retail · Banking · Insurance · Telecom · Technology
· Pharma ·
Retail · Banking · Insurance · Telecom · Technology
· Pharma ·
Retail · Banking · Insurance · Telecom · Technology
· Pharma ·
Retail · Banking · Insurance · Telecom · Technology
· Pharma ·
Retail · Banking · Insurance · Telecom · Technology
· Pharma ·
WELCOME TO
Madrid
For the third year running, Madrid has been named the world’s leading meetings & conference destination at the world travel award. Internationally famous for its art collections, home to one of the world’s top sporting clubs – Real Madrid, and headquarters of the world tourism organisation – these reasons and more make Madrid MICE venues lively places. Madrid is an ideal city and home for BINAs Contact Center Summit Europe. With Spain’s most significant airport close by, modern infrastructure, decent climate, vast cultural heritage and a nightlife scene like no other, it is undoubtedly a place that offers great possibilities. Enjoy the event!
ABOUT US
Excellence through knowledge
Excellence through knowledge. With years of expertise in organizing professional conferences, we continue to foster environments where industry leaders share their insights, drive innovation, and push boundaries.
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
Feel free to
Contact us
Manish Kailkhura
Head Business Development
manish.kailkhura@binaconf.com
LinkedIn
Unnati Jain
Production Lead
Unnati.jain@binaconf.com
LinkedIn
Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
LinkedIn
