MADRID
27th & 28th May 2026
CC Summit Madrid
Contact Centre Summit
Hosted in central Madrid
Curated networking
Real case studies
Cocktail reception
Single-track format
A highly curated, single-track summit bringing together 100 senior contact centre and customer operations leaders from across Iberia and Europe. Designed for decision-makers in banking, telecom, insurance, retail, and e-commerce, the summit focuses on what actually drives performance today, AI adoption, automation, workforce optimisation, and measurable CX impact. No exhibition noise. No generic content. Just real business case studies, peer-led discussions, and high-value conversations with leaders facing the same challenges.
Limited to 100 participants. Secure your spot today.
Starting in
Trusted by professionals (4.8 of 5)
THIS YEAR
Key themes of CC summit Madrid
- AI in Real Operations
How leading organisations are moving beyond pilots to deploy AI at scale across customer service. - Driving Efficiency Without Compromising CX
Proven strategies to reduce cost, improve SLAs, and maintain high customer satisfaction. - Agent Productivity & Retention
Practical approaches to improve performance, reduce attrition, and build high-performing teams. - From Reactive to Predictive Service
Using data, automation, and intent signals to anticipate customer needs and reduce inbound demand. - Balancing Automation with Human Experience
Where automation works, and where human interaction still drives the most value. - Cross-Industry Benchmarking (Iberia & Europe)
What banks, telcos, insurers, and retailers are doing differently — and what you can apply immediately.
Day 1
Scaling AI & Automation in Real Contact Centre Operations
Day 1 focuses on how leading organisations across banking, telecom, insurance, and retail are moving beyond experimentation to deploy AI and automation at scale. The emphasis is on what actually works in live environments — where ROI is delivered, where challenges remain, and how to prioritise investments across AI, platforms, and operations.
Expect sessions on
- Where AI is delivering measurable ROI today — and where it is not
- Moving from pilots to scaled deployment across voice, chat, and digital channels
- Rethinking routing, workflows, and automation in an AI-first environment
- Selecting and integrating the right technology stack without overcomplication
- Reducing cost per contact while maintaining (or improving) customer experience
- Lessons learned from failed or stalled AI initiatives
Day 2
Building High-Performing, Human-Centric Service at Scale
Day 2 shifts to execution — how organisations are redesigning teams, culture, and operating models to support AI-driven environments while maintaining trust, quality, and consistency. It addresses the real challenge: scaling efficiency without losing the human element that defines great service.
Expect sessions on
- Redesigning the agent role in an AI-supported environment
- Improving productivity, engagement, and retention in high-pressure operations
- Using copilots and assistive AI without overwhelming frontline teams
- Balancing automation with human interaction across complex journeys
- Managing governance, compliance, and trust in AI-driven service models
- Turning contact centres into strategic value drivers, not just cost centres
POWER OF CONNECTIONS
Whom will I meet there
A highly curated group of 100 senior contact centre and customer operations leaders from across Iberia and Europe — selected for their role in driving transformation, technology adoption, and operational performance.
Attendees:
- Heads of Contact Centre / Customer Operations
- Directors of Customer Experience, Service & Support
- Leaders responsible for AI, Automation & Digital Transformation
- Senior Managers driving performance, workforce, and service delivery
Focus Areas:
- Contact Centre & Customer Operations
- AI, Automation & Conversational Technologies
- Customer Experience & Service Strategy
- Omnichannel & Digital Engagement
- Workforce, Quality & Performance Management
No consultants. No junior profiles. No open expo audience.
Only qualified, invited participants.
The Experience
Designed as a highly curated, executive-level gathering, the Contact Centre Summit Madrid is structured to maximise interaction, learning, and meaningful connections. Hosted at a centrally located premium venue in Madrid, the event brings together senior leaders in an environment built for focused discussions — not crowded exhibition halls. Over two days, participants will engage in a mix of keynotes, real business case studies, interactive panels, and small-group roundtables designed to encourage open exchange and practical takeaways.
Trusted by professionals (4.8 of 5)
Where Real Connections Happen.
Structured networking sessions and curated introductions
Business lunches, coffee breaks, and evening networking reception
Interactive roundtables with peer-level discussions
A focused, single-track format — no distractions, no parallel sessions
Interactive roundtables with peer-level discussions
Dedicated time for meaningful 1:1 conversations
For attendees travelling from outside Madrid, our team provides support with accommodation recommendations and local logistics to ensure a seamless experience.
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
8:45 – 9:00 | Welcome by Andy Wilkins
Opening Session: Setting the Stage for the 2026 CC Summit
Andy Wilkins
Chairman
Chairman
9:00 – 9:30 | Keynote presentation
How MasOrange uses AI to lead in customer satisfaction
Adrián Bertol
Head of Tech & AI Business Strategy | MasOrange
Head of Tech & AI Business Strategy | MasOrange
Jorge Cervera
AI Contact Center Specialist | MasOrange
AI Contact Center Specialist | MasOrange
9:30 – 10:00 | Keynote presentation
Human‑Led Remote Customer Support with Strong Risk Governance
Ricardo Galvao
Head of ICT Risk, Processes & Quality | Novo Banco
Head of ICT Risk, Processes & Quality | Novo Banco
10:00 – 10:30 | Fireside Chat
In an era of phone fatigue and fraud, discover how branded calling transforms customer connections
Mariano González-Cayuela Cabrera
Country Manager Spain | Hiya
Country Manager Spain | Hiya
Rafael González
Head of Marketing | MasOrange
Head of Marketing | MasOrange
Tomás Casanueva
Director Marketing Pymes | Telefonica
Director Marketing Pymes | Telefonica
10:30 – 11:00
Morning Coffee & Networking Break
Enjoy coffee, network with peers, and explore exhibition booths
11:00 – 11:30 | Keynote presentation
Beyond Efficiency – Designing Human-Centred AI Contact Centres
Estela Teixeira Badajoz
Voice of Customer Coordinator | Santalucía Seguros
Voice of Customer Coordinator | Santalucía Seguros
11:30 – 12:00 | Keynote presentation
From Scripts to Conversations: Voice AI Agents in the Modern Contact Center
Lucas Desiderio
GTM Southern Europe | ElevenLabs
GTM Southern Europe | ElevenLabs
12:00 – 13:00 | Interactive Discussion Panel
From Pilot to Performance: Orchestrating AI & Innovation at Scale Focusing on moving beyond AI pilots toward scalable transformation in the contact centre.
Rafael De la Serna
GTM Southern Europe | ElevenLabs
GTM Southern Europe | ElevenLabs
Luigi Di Lello
Account Manager | Kahuna CRM
Account Manager | Kahuna CRM
Fernando San Martin
Head of Transformation, Digital Business, and Innovation | Cesce
Head of Transformation, Digital Business, and Innovation | Cesce
Sarah Pinilla
Manager of Contact Center & BPO Governance | Abanca
Manager of Contact Center & BPO Governance | Abanca
Paolo Fabrizio
Digital Customer Service Advisor | Customer Service Culture
Digital Customer Service Advisor | Customer Service Culture
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks
14:00 – 14:30 | Keynote presentation
Removing Complexity to Unlock Human Value with AI
Luigi Di Lello
Account Manager | Kahuna CRM
Account Manager | Kahuna CRM
14:30 – 15:00 | Keynote presentation
Customer centricity, key lever for sustainable growth
Maria Luisa de la Peña
Chief Marketing and Customer Officer | Allianz España
Chief Marketing and Customer Officer | Allianz España
15:00 – 15:30 | Keynote presentation
Innovate through Digital Transformation
Fernando San Martin
Head of Transformation, Digital Business, and Innovation | Cesce
Head of Transformation, Digital Business, and Innovation | Cesce
15:30 – 16:00
Networking break With Coffee & Bakery
Enjoy coffee, network with peers, and explore exhibition booths
16:00 – 16:30 | Keynote presentation
Creating Customer Delight through Employee Engagement and an empowered organisation
Gerry Cools
Wholesale Service and Operations | Proximus
Wholesale Service and Operations | Proximus
16:30 – 17:15 | Roundtable Discussion
Peer-led conversations designed for honest exchange, fresh thinking, and actionable insights.
Roundtable 1:
The 400 Effect: How Mandatory Call Prefixes Are Reshaping Carrier Obligations and Consumer Trust
Roundtable 2:
The Identity Shield: Safeguarding Brand Reputation in an AI-Driven World
Join our event
8:45 – 9:00 | Welcome by Andy Wilkins
Welcome Speech & recap of Day 1
Andy Wilkins
Chairman
Chairman
9:00 – 9:30 | Keynote presentation
Embedded platforms: The new revolution in insurance. AXA MultiLink
José F. Cañas
Global Head B2B2C | AXA Partners
Global Head B2B2C | AXA Partners
9:30 – 10:00 | Keynote presentation
The Voice AI Inflection Point: Why Voice Clarity Will Shape the Future of Voice Technology
Mat Sharafyan
Co-founder/CEO | Hecttor
Co-founder/CEO | Hecttor
10:00 – 10:30 | Keynote presentation
Why Inhouse Contact Centers Must Become Expert Engines – and AI Laboratories
Oliver Viereck
MD & VP CX & IHS | Sky Deutschland
MD & VP CX & IHS | Sky Deutschland
10:30 – 11:00
Morning Coffee & Networking Break
Enjoy coffee, network with peers, and explore exhibition booths
11:00 – 11:30 | Keynote presentation
Reinventing Customer Support at Microsoft: An AI-Driven, Outcome-Based Service
Alex Huggins
Director AI Business Solutions | Microsoft
Director AI Business Solutions | Microsoft
11:30 – 12:00 | Keynote presentation
Who Governs Decision-Making in Your Contact Center? Rethinking Customer Service in the Age of AI Agents
Francisco Fernandez Parra
Director of Transformation and Strategy | Movistar Prosegur Alarmas
Director of Transformation and Strategy | Movistar Prosegur Alarmas
12:00 – 13:00 | Interactive Discussion Panel
The Strategic Blend: Balancing Automation with Human Ingenuity for Scalable Growth
Moderator: Rob Hosking | BINA
Tiago A. Correia
Contact Center Solutions Delivery Manager | Fidelidade
Contact Center Solutions Delivery Manager | Fidelidade
Francesca Ruggiero
Research & Customer Insight Lead
Research & Customer Insight Lead
Christos Katrisiosis
CS Smart Care & Performance Insights Sr. Manager | COSMOTE TELEKOM
CS Smart Care & Performance Insights Sr. Manager | COSMOTE TELEKOM
Nicolás de Zavala
VP of EME | Happyrobot
VP of EME | Happyrobot
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks
14:00 – 14:30 | Keynote presentation
Retention Is Not a Team. It’s an Operating Model
Dominika Ziakova
Head of Retention | 365.bank
Head of Retention | 365.bank
14:30 – 15:00 | Keynote presentation
The Human Side of High Performance: Lessons from High Stakes Policing
Rob Hosking
Moderator (Former Police Officer & TEDx Speaker) | BINA
Moderator (Former Police Officer & TEDx Speaker) | BINA
15:00 – 15:30 | Keynote presentation
Human²X: Why the Next Competitive Advantage Will Be Human
David Arconada
Author of HumanX & Global Head of CX | BBVA
Author of HumanX & Global Head of CX | BBVA
15:30 – 16:00
Networking break With Coffee & Bakery
Enjoy coffee, network with peers, and explore exhibition booths
16:00 – 16:45 | Roundtable Discussion
Peer-led conversations designed for honest exchange, fresh thinking, and actionable insights.
Roundtable 1:
Trust-Led Growth: Maximizing Connection Rates for Proactive Service
Roundtable 2:
The Regulatory Roadmap: Balancing Compliance with Seamless CX
16:45 – 17:00
Final closing remarks
Join our event
JOIN EVENT
Exclusive Offer
Limited to 100 participants to ensure high-quality discussions and meaningful networking.
Individual Pass
Full access to the Contact Centre Summit Madrid — designed for senior leaders looking to benchmark, connect, and gain practical insights from peers across Iberia and Europe.
- Access to all sessions, case studies, and discussions
- Participation in interactive roundtables and networking
- Curated 1:1 connections with peers
- Evening networking & cocktail reception
Team Pass
Designed for organisations attending with multiple stakeholders across operations, CX, and transformation functions.
- Preferential rates for multiple attendees
- Broader internal alignment across teams
- Shared learning across operations, CX, and digital functions
- Access to all sessions, networking, and roundtables
In a 
world full of noise, we help leaders cut through and build meaningful networks that makes an impact.
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
