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22nd & 23rd February 2022 | Europe



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

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    Topics of Contact Center Summit

    Key Insights


    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

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      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

      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.

      Request now

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        Contact us

        Manish Kailkhura

        Head Business Development

        Karen Radley

        Head of Production

        Marcela Luptovská 

        Associate Production Manager