19th & 20th May 2027
CC SUMMIT
MADRID 2027
Contact Centre Summit
Meaningful networking, insights and ideas
that drive change in contact centres.
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, customer service, customer experience, and operations leaders from across Iberia and Europe. Designed for decision-makers in banking, telecom, insurance, retail, and e-commerce, the summit focuses on the priorities shaping modern contact centres: AI-powered service transformation, omnichannel customer engagement, agent performance, operational efficiency, and customer loyalty. No exhibition noise. No generic content. Just real-world case studies, peer-led discussions, and high-value conversations with industry leaders transforming contact centre operations and redefining customer service.
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Starting in
Trusted by professionals (4.8 of 5)
THIS YEAR
Key highlights
01
AI-Powered Contact Centre Transformation
Moving beyond traditional service models by embedding AI, intelligent automation and virtual assistants into everyday contact centre operations.
02
Omnichannel Customer Engagement
Creating seamless customer experiences by connecting voice, chat, email, messaging and digital service channels.
03
Agent Empowerment & Performance
Equipping agents with real-time assistance, actionable insights and smarter workforce tools to improve productivity and service quality.
04
Operational Excellence & Efficiency
Improving first-contact resolution, optimising workforce performance and reducing cost-to-serve without compromising customer experience.
05
Customer Loyalty Through Better Service
Turning customer interactions, feedback and service insights into stronger relationships, higher retention and measurable business value.
06
Customer Analytics & Intelligent Insights
Using contact centre data, speech analytics and customer feedback to identify emerging needs, improve service decisions and drive continuous improvement.
THIS YEAR
Key themes
Day 1
The Intelligent Contact Centre: AI, Automation & Next-Generation Service
Contact centres are evolving from traditional service operations into intelligent, proactive customer engagement hubs.
Day 1 explores how organisations are rethinking contact centre operations through AI, intelligent automation and new approaches to customer interaction. From transforming agent performance and modernising service channels to improving workforce productivity, the focus will be on practical strategies that help leaders deliver faster, smarter and more consistent customer service.
The discussions will examine how businesses can move beyond isolated technology implementations to build connected, scalable contact centre operations while keeping customer needs at the centre of every interaction.
Key topics
- Generative AI & AI-Powered Contact Centres
- Intelligent Automation & Self-Service
- Agent Assist & Real-Time Guidance
- Workforce Management & Agent Productivity
- Omnichannel Service Transformation
- Contact Centre Technology & Cloud Modernisation
- First Contact Resolution & Service Quality
- Human–AI Collaboration in Customer Service
Day 2
Beyond Service: Customer Loyalty, Agent Experience & Operational Excellence
The future of contact centres will be defined not only by how efficiently organisations resolve customer issues, but by how effectively they build trust, strengthen relationships and deliver lasting business value.
Day 2 focuses on connecting customer service performance with customer loyalty, employee engagement and measurable operational outcomes. Discussions will explore how organisations can use customer feedback and service data to improve experiences, empower frontline teams, reduce operational friction and demonstrate the wider business value of contact centre operations.
As customer expectations continue to rise, the day will also examine how leaders can balance efficiency with empathy, ensuring that technology-driven service remains personal, reliable and customer-focused.
Key topics
- Customer Satisfaction, Loyalty & Retention
- Customer Effort & First Contact Resolution
- Voice of the Customer & Service Analytics
- Agent Experience, Engagement & Retention
- Quality Assurance & Performance Management
- Contact Centre KPIs & Business Outcomes
- Cost Optimisation & Operational Resilience
- Building Trust Through Consistent Customer Service
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
BINA · CC MADRID
Your seat is held.
19th & 20th May 2027
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
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
Interactive roundtables with peer-level discussions
Dedicated time for meaningful 1:1 conversations
A focused, single-track format — no distractions, no parallel sessions
Business lunches, coffee breaks, and evening networking reception
A focused, single-track format, no distractions, no parallel sessions
For attendees travelling from outside Madrid, our team provides support with accommodation recommendations and local logistics to ensure a seamless experience.
In a 
world full of noise, we help leaders cut through and build meaningful networks that makes an impact.
JOIN EVENT
Get your access to event
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.
Includes:
- 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 / Group Pass
Designed for organisations attending with multiple stakeholders across operations, CX, and transformation functions.
Benefits:
Enquire for Team Access
- 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
Limited to 100 participants to ensure high-quality discussions and meaningful networking.
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 of Partnerships
manish.kailkhura@binaconf.com
LinkedIn
Sara Popovic
Head of Production
sara.popovic@binaconf.com
LinkedIn
Kristína Zaťková
Event Operations Manager
Kristina.zatkova@binaconf.com
LinkedIn
