22nd & 23rd February 2022 | Europe

CONTACT CENTER SUMMIT

CONTACT CENTER SUMMIT online

Why attend CONTACT CENTER SUMMIT online?

The role of contact centers for service and customer service departments is shifting towards the center of the organization and value creation. Customer engagement, customer experience, frictionless interactions and case handling, customer service quality overall and the changing expectations of customers have created an unprecedented momentum for change. ‌ Many businesses handle customer service out of a contact center and, until recently, contact centers were seen as a necessary, yet costly facility to support customers. New technology is allowing businesses to reverse that view, turning their contact centers into profit centers. With the right technology and agent training, contact centers can help companies stand out, deliver memorable service, and attract new business. Join us to hear the latest trends and ideas from organizations that are at the leading edge of transforming the way they engage with their customers and deliver a compelling, differentiating customer experience through contact centers.

Learn more about topics

Topics of Contact Center Summit

Key Insights

200

delegates

100

companies

speakers

Key insights from first day

Strategic alignment of the Customer Service in bank environment in the dimensions Human, Technology
The Connected customer experience augmented with AI
Transform Your Contact Centre into a Sales Centre of Excellence (CoE)
Contact Centre of the Future-Digital Transformation
Interactive Panel Discussion
COVID 19 Aftermath – Looking Forward from an Healthcare Perspective
How Swedish betting company Svenska Spel optimised digital customer experience & reduced calls by 23%
Customer Experience is more important than brand
Remote Advisory Services in Erste Bank Croatia- A New Approach to Clients in a Branchless World
Building an effective Contact Centre

Key insights from second day

Automation: a win-win for customers and agents.
Digital Transformation and impact on results
Modernising Your Communications (without sabotaging your teams)
How good communication solves everything
Interactive Panel Discussion
Customer Trends & Tools
AI and process automation as a perfect combination for satisfied customers
Wearing a digital cape, won’t make you a customer superhero
Re-engineering your Customer Contact Centre Culture needs passionate coaching
Equipping agents to embrace customers’ require

Send me full agenda

Benefits of attending virtual summit

Live Presentations
1:1 Meetings
Breakout Rooms
AI Networking
In-Platform Calls
Digital Contents

Reserve my seat

Well known industry leaders and emerging talents

Meet your speakers

Raphael Raetzo

Head of Customer Service | Raiffeisen

Switzerland

Dr. Carsten Ebel

Head of Customer and Sales Service | ERGO

Germany

Antonietta Mastroianni

Chief Digital & IT Officer | Proximus

Belgium

Nuno Marques Ferreira

Head BPO Operations | Altice

Portugal

Petra Knez Bahor

Head of Customer Support Center | Triglav Insurance

Slovenia

Emma Berglund

Senior Business Consultant | Telia

Sweden

Silvia Juricic

Director of Customer Support Department | Erste Bank

Croatia

Nela Vujkov

Head of Contact Centre | Credit Agricole

Serbia

bilge bora

Customer Contact Center Director | BNP Paribas cardif

Turkey

Laura Mihaila

Head Of Marketing | Banca Comerciala Română BCR

Romania

Gatis Lubans

Head of Digital | Luminor Group

Latvia

Borce Gjorgjeski

Head of Customer Contact Center | A1 Telecom

Macedonia

Paolo Porrati

Head of Customer Service | Generali global corporate & commercial

Italy

Monika Schulze

Head of Customer and innovation | Zurich Insurance Company

Germany

Stephen Kennedy

Director of Solutions | eGain

Barbara Dondiego

Chief Operating Officer | Avoxi

Iulian Golea

Solution Consultant | Genesys

Belgium

Don't just take our word for it

What they say about us

“

Very good selection of topics, very interactive. Very good location.
TelefonicaDirector Customer Experience

“

Many insights and important topics. Good venue, well organized.
SEBHead of region Baltic Countries

“

Great event, nice friendly staff from Bina. Useful agenda, interesting format, significant contacts within participants and speakers. Unchangeable Experience!!
ABN Amro BankDirector Contact Center

“

There are very good and relevant speakers with the experience and expertise which is very appropriate. Having presentations in USB stick is great!
VodafoneDirector International Sales and Marketing Operations

“

The topics and discussions were of high level and really useful.
TurkcellDirector Customer Relations

“

Very good meeting with overall very relevant topics. Good opportunity to discuss, share experience and get connected.
Citi BankMember of board

“

Very enjoyable and extremely thought-provoking discussions in a very interactive group.
TelecomMember of Board Orange

“

All speakers were very good, interesting discussions, interesting topics, perfect!
T-MobileVice President Customer Experience

“

Interesting topics and good organization, good participants!
Austrian TelecomVice President Customer Interaction

“

This was my first ICEM Conference. I was amazed by the diversity of research topics on CX. I enjoyed networking with peers from cross industry, As well as those from different countries''
Royal Bank of ScotlandDirector Customer Operations

“

'Hot topics, fantastic speakers and lovely audience, & great location, I had great time thank you very much for the invitee. Looking forward to meeting you all next year. All the best!
ING BankHead of Division

Get comfortable and enjoy your conference

Welcome to our virtual venue

In light of ongoing developments with COVID-19 and after thoughtful discussions with our Board of Directors and a few member companies, BINA has decided to move Contact Center Summit 2022 to a fully online, virtual experience. Attendees will be able to participate virtually in vital conversations around the Contact Center and Pandemic within the cross-industry. will be able to partake in interactive and engaging experiences through a new dynamic virtual conference platform There will be live streaming, 1 to 1 meetings, Interactive panel discussions, Brainstorming round table sessions same as in offline/in-person events. The virtual system we will use also has interactive exhibition features and includes plentiful opportunities for sponsorship exposure, all while attendees connect from the comfort and safety of their home or office.

Thanks for everything

Knowledge partners

Interested in becoming a sponsor?

If your company is interested in sponsoring Contact Center Summit 2022, 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