MADRID
27th & 28th May 2026
CC Summit Madrid
Contact Centre Summit
Join us at the 18th Annual Contact Centre Summit Madrid 2026. Where operations leaders, automation specialists, and service transformation executives gather to redefine the future of Contact Centres. Discover how AI-driven orchestration, data intelligence, and empowered people are setting new standards in performance, personalization, and customer trust.
See scheduleSee speakers
Trusted by professionals (4.8 of 5)
- AI-Orchestrated Service Models – Moving beyond automation to intelligent orchestration of human–machine collaboration.
- Operational Agility & Resilience – Building adaptive centres that thrive amid volatility and rising customer expectations.
- Agent Empowerment & Experience (AX) – Driving productivity, engagement, and retention through technology and empathy.
- Predictive Service Intelligence – Using data to anticipate intent and deliver proactive solutions.
- Human-Led Digital Journeys – Blending automation efficiency with emotional connection.
- Cross-Industry Benchmarking – Real strategies from leaders across banking, retail, telecom, and insurance.
Key Themes
Day 1
Orchestrating the Next Generation of Contact Centres
Day 1 explores how AI, analytics, and digital ecosystems are transforming contact centres into strategic experience hubs. Sessions will examine how leaders are moving from reactive operations to predictive, orchestrated service environments where every interaction is optimized for value and speed.
Expect sessions on
- Orchestrating end-to-end customer journeys through AI-driven routing, automation, and decision intelligence.
- Redefining agent productivity through real-time analytics, performance enablement, and smart workspaces.
- Leveraging conversational intelligence and emotion analytics to understand and act on customer sentiment.
- Integrating voice, chat, and digital channels into a single intelligent ecosystem.
- Turning the contact centre into a data-driven value creator that fuels business growth.
Day 2
Humanizing Service at Scale
Day 2 shifts focus to the human and cultural dimensions of high-performing contact centres. It uncovers how leaders are balancing automation with empathy, fostering empowered teams, and creating environments where technology amplifies not replaces the human connection.
Expect sessions on
- Building trust-based service cultures that deliver consistency, care, and loyalty.
- Elevating Agent Experience (AX) through coaching, well-being initiatives, and adaptive learning platforms.
- Implementing AI co-pilots and assistive tools to augment not overwhelm agents.
- Designing omnichannel continuity where customers feel recognized and understood, every time.
- Embedding responsible automation and data ethics into service strategy and governance.
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
Andy WilkinsChairman
Setting the Stage for an Engaging Summit”
9:00 – 9:30
“Enhancing Team Dynamics for Success
Blanca Segura VillarHead of Customer Management, Service & Growth | Zurich Insurance
- Leveraging expertise to boost performance
- Reducing turnover with knowledge sharing
- Creating a positive work environment”
9:30 – 10:00
“Transforming Customer Centricity through Innovation and Empowerment
François GengouxHead of Omnichannel Customer Support | Belfius
- Purpose-Driven Integrated Bank-Insurer for Belgian Society
- Disruptive Positioning: Love for Clients and Employees
- Innovation and AI-Driven Personalized Customer Experiences”
10:00 – 10:30
“Why don't kids dream of becoming call center agents or shop assistants?
Tomáš RosputinskýCEO & Co-Founder | Staffino
- Tackling employee motivation in customer-facing role
- Boosting sales through real-time customer feedback
- Analyzing CX data, program ROIs, and VoC insights”
10:30 – 11:00
Morning Break
11:00 – 11:45
“Enabling the Future of Contact Centres with GenAI
Diego de MiguelDirector Ops Intelligence, BI and Analytics | MasOrange
- Real-world GenAI use cases in contact centres
- Enhancing customer service with GenAI automation
- Key benefits: efficiency, personalization, and scalability”
11:45 – 12:15
“GenAI for Customer Service: Success Stories
Hemal ThakerSr. Solution Consultant | EGain
- GenAI fails without strong knowledge management.
- Safe GenAI implementation requires a solid knowledge foundation.
- Real-world success: 6X search, 5X speedup with eGain.”
12:15 – 13:00
Interactive Panel Discussion
Human-Centric Automation: How AI Can Empower, Not Replace, Customer Service Agents
13:00 – 14:00
Lunch Break
14:00 – 14:30
“Decision Intelligence Powered through AI (cross business / industry)
Alin KalamHead of AI Coordination & Market Intelligence | UNIQA Insurance Group
- Align AI strategies with real-time market dynamics
- Use data to predict and meet customer needs
- Turn insights into smarter, faster business decisions”
14:30 – 15:00
“mBank's way to the cloud contact center
Jarosław ŚcigałaSenior Specialist and a Product Owner | Mbank
- About mBank. Why did we choose a cloud solution?
- Potential benefits and challenges
- Implementation of the cloud system
- Conclusions and recommendations”
“”
Tomasz WilczewskiSenior Specialist and a Product Owner in the Omnichannel Department | Mbank
15:00 – 15:30
“Driving Customer Service into High Gear
Christos A. KatrisiosisSenior Customer Service Digital Transformation Leader | COSMOTE eValue
- Customer service must adapt quickly to tech changes.
- Service professionals need strong tools and skills for success.
- Speed is important, but reflection improves customer experiences.”
15:30 – 16:00
Networking Break
16:00 – 16:45
“Robots, AI, and the Art of Delight: Redefining Customer Satisfaction
Santiago NonzioliDirector of Ecommerce Operations | Alcampo
- How AI and Robots are Redefining Customer Experience
- Building Global Systems that Scale and Deliver Results
- Unlocking Innovation to Drive Efficiency Across Operations”
16:45 – 17:30
Roundtable Discussion
Moderator: Hemal Thaker, eGain
Table 1: Integrating AI and Automation in Contact Centres: Explore how AI is transforming customer service, from chatbots to AI-driven analytics for personalized customer interactions. Discuss the balance between automation and human touch.
Moderator: Carmen Castellano, Quantum Metrics
TOPIC: Reimagining the contact center: From Support channel to strategic driver
Today’s contact center is no longer just a reactive support function—it’s a goldmine of customer insight and a critical lever for digital optimization. In this roundtable, industry leaders will explore how to provide real-time context to agents, bridge insights across digital and assisted channels, and use Gen AI to elevate both the customer and agent experience. We’ll discuss how the contact center can fuel digital containment strategies, align more closely with digital product teams, and shift from solving individual issues to driving enterprise-wide customer understanding.
17:30 – 17:45
Closing Remarks
17:45 – 18:45
Cocktail Reception
8:45 – 9:00
“Welcome Speech: Opening Session
Andy WilkinsChairman
Setting the Stage for an Engaging Summit”
9:00 – 9:30
“Building Intelligent Ecosystems: The AI Revolution in Collaboration
Cristina MouraHead of AI Communities and Ecosystem Engagement | MEO
- AI assistants boosting agent performance and service delivery
- Reducing costs through smart contact deflection and triage
- Human-AI synergy in complex interactions”
9:30 – 10:00
“The Era of the Ecosystems & Platforms.
Jose CanasGlobal Head Of B2B2C | AXA
- Embedded insurance and affinity services are reshaping the insurance industry
- Over 30% of insurance transactions will be embedded by 2030
- Customer-centric strategies, data use, advanced technology, and collaboration are essential.”
10:00 – 10:30
“Create exceptional contact centre experiences
Richard ProchazkaStrategic Account Executive | Medallia
- Identify Costly Contact Center Experiences
- Increase Revenue by Improving Agent Performance
- Offer a Choice with Best-in-Class Callback”
“”
Javier CastroSenior Solutions Consultant | Medallia
10:30 – 11:00
Morning Break
11:00 – 11:45
“Customer Support Services Director
Sandra AfonsoOperations & Customer Support Services Director | SIBS – FPS
- How can a 360º Service Vision help you better serve your customers?
- Explore the integration between customer service and monitoring capabilities.
- Investigate strategies to improve cx using monitoring insights.”
11:45 – 12:15
“AI that acts or just one that attracts? The choice is yours
Julio PratsCRO | Schaman
- New service paradigm in Customer Service
- The road to full automation with AI
- Some smart results in Customer Service”
12:15 – 13:00
Panel Discussion
The Evolution of Self-Service: Balancing Automation with Customer Satisfaction
13:00 – 14:00
Lunch Break
14:00 – 14:30
“Driving Growth and Innovation through Talent Mobility
Andrea DomínguezHead of Talent Management | Telefonica
- Identifying and Developing High Performers for Success
- Strategic Talent Mobility for Maximum Business Impact
- Leveraging Mobility to Accelerate Growth and Innovation”
14:30 – 15:00
“Transforming CX through Predictive Call Routing
Krzysztof CiąpałaContact Center & Remote Advisory Group Lead | Raiffeisen Bank International A.G.
- From traditional ACD through Skill-based Routing to Predictive Routing
- From data to real-time decision making
- Usecases and Benefits”
15:00 – 15:30
“Uncovering Hidden Dissatisfaction with Technology
Francisco Fernandez ParraDirector of Transformation | Movistar Prosegur Alarmas
- Serving 99% well isn’t enough; hidden dissatisfaction matters.
- AI and analytics reveal the silent 1% of dissatisfied customers.
- Technology is reshaping contact centers for proactive, personalized service.”
15:30 – 16:00
Networking Break
16:00 – 16:30
“AI in Business: Building Effective Teams
Mijat PejicHead of Customer Care- Switzerland and Austria | MediaMarkt Österreich GmbH
- Exciting Business Cases
- How to work and operate with the Industry and dedicated Tech Suppliers
- The Customer and his Opinion on AI-Shortcuts in Care”
16:30 – 17:15
Round table discussion topic
Moderator: Enrique Gómez-Alonso, Medallia
Topic: When Personalisation Meets Omnichannel: A new pivotal role for Contact Center
Personalising at scale means creating meaningful, human experiences across all customer touchpoints. Consistency across voice, chat, digital, and in-person channels ensures a seamless journey. By unifying operational data with customer feedback and behaviour, frontline teams are empowered to tailor and optimise every interaction”
Moderator: Andy Wilkins, BINA
Table 2: Redefining Customer Care: From Service to Experience:
To examine the shift toward proactive, personalized care powered by technology, and highlight how
empowering frontline teams and leveraging customer insights can transform routine interactions into meaningful experiences.
17:15 – 17:30
Closing Remarks
MEET YOUR
Speakers
Blanca is the Head of Customer Management and Growth at Zurich since 2023, overseeing teams focused on retention, sales, cross-selling, and post-sales service, with added responsibility for claims service from January 2025. She previously led Customer Service & Sales for Partners and Digital, as well as transformation and strategy initiatives. With extensive experience in operations and customer experience, she also contributed to scalable digital operations at Zurich Klinc. Blanca holds a Bachelor’s and Master’s in Mechanical Engineering from the Polytechnic University (UPC).
POWER OF CONNECTIONS
Whom will I meet there
Attendees:
- C-Level Executives
- Directors
- Heads of Departments
- Senior Managers
Focus Areas:
- Contact Centre
- Customer Care
- Customer Support
- Digital Experience
- Customer Insight & Satisfaction
- Digital Transformation
- Omnichannel Management
- Complaint management
- Sales Distribution
- Telesales & Quality assurance
- Knowledge Management
- Conversational AI and Chatbot
JOIN EVENT
Exclusive Offer
Early Bird Discount
Secure your pass to the Contact Centre Summit Madrid and unlock a limited-time offer.
- Bring up to 4 colleagues
- Get access to all digital content
- Enjoy complimentary accommodation
For teams
Group pass
- Special rates for multiple attendees
- Full access to the event
- Networking and consultation opportunities
Contact us for customised rates
WELCOME TO
Madrid
Madrid, a dynamic fusion of culture, innovation, and business energy is the ideal backdrop for the Contact Centre leadership community to gather.
As one of Europe’s fastest-rising digital capitals, Madrid provides a vibrant ecosystem for operational excellence, technology partnerships, and international collaboration. Expect two days of actionable insights, global perspectives, and transformative conversations.
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
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Contact us
Manish Kailkhura
Head Business Development
manish.kailkhura@binaconf.com
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Unnati Jain
Production Lead
Unnati.jain@binaconf.com
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Kristína Zaťková
Operations Lead
Kristina.zatkova@binaconf.com
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