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

  • Re-Engineering your Contact Center Culture and Enterprise Engagement
  • Building an effective Contact Centre
  • Transform your Contact Center into a Profit Center
  • Contact Center of the Future- Digital Transformation
  • Contact Center Automation Trends and Tools
  • AI , chatbots & RPA
  • Interactive panel discussion
  • Live Q&A with experts

Key insights from second day

  • Omnichannel services
  • Transform Your Contact Center into a Sales Center of Excellence (CoE)
  • CX Challenges Contact Center Leaders Struggle With
  • Contact centre trends to watch in 2022
  • The post-pandemic contact center
  • Equipping agents to embrace customers’ requirements
  • Interactive panel discussion
  • Live Q&A with experts
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Benefits of attending virtual summit

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

Sponsors and 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.

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Contact us

Manish Kailkhura

Head Business Development

Karen Radley

Head of Production

Meenal Devpura 

Associate Production Manager