17th Annual In person event

19th & 20th March 2026

CC DACH

Contact Centre Summit

This March, 2026 the 17th Annual Contact Centre DACH Summit brings together the region’s most influential voices to address the evolving role of the contact centre. With a strong focus on transformation, innovation, and human experience, the summit provides an exclusive forum for executives to challenge assumptions, exchange forward-looking strategies, and set the course for customer service in the DACH region.

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Knowledge partners

This edition is set for bringing conventional thinking and reimagining the role of contact centres in an era of AI-driven intelligence and human-centric design. Through visionary keynotes, collaborative dialogues, and future-focused showcases, the summit empowers leaders to design agile, customer-first operations that thrive in a fast-changing digital economy.

Voice & Emotion AI – Decode intent, mood, and empathy to build deeper customer trust.
Hyper-Personalization – Deliver experiences tailored in real time, across every channel.
Autonomous Contact Centres – Explore self-learning systems driving next-level efficiency.
Workforce Reimagined – Balance human expertise with digital co-pilots for smarter service.
Trust, Security & Ethics – Embed compliance and AI transparency as non-negotiable pillars.

Key Themes

Day 1

Strategic Horizons: Shaping the Future of Contact Centres

Why transformation is needed now.

AI-Driven Contact Centre Excellence
Exploring next-gen AI tools that shift from automation to proactive engagement.
Customer Service Redefined
Building trust, loyalty, and value through hyper-personalized experiences.
Omnichannel Orchestration at Scale
Breaking silos to unify human + digital touchpoints into seamless journeys.

Day 2

The Execution Roadmap: From Innovation to Impact

How to deliver measurable impact

The Augmented Workforce
Empowering agents with AI co-pilots, skill evolution, and intelligent workflows.
Data, Trust & Compliance
Governing AI responsibly while ensuring data integrity and regulatory alignment.
Future-Proof Digital Transformation
Accelerating innovation to drive resilience, agility, and sustainable growth.

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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

19th March
20th March

8:45 – 9:00 | Welcome by Katie Stabler
Opening Session: Setting the Stage for the 2026 Contact Centre Summit

Katie Stabler

9:00 – 9:30 | Keynote presentation
Human-Centered Contact Center

Evolving customer needs and advisor roles in digitalization
Key factors for blending human and tech capabilities
How do we do it at mBank?

Katarzyna Grabowska
Director of the Direct Customer Engagement Department | mBank | Poland

9:30 – 10:00 | Keynote presentation
Building the Internet of Trust

Evolving trust closes digital gaps, enhancing experiences.
Example of trusted smart communication in Swisscom
Outlook: What will be next

Christina Hirsch
EVP Digital Trust | Swisscom AG | Switzerland

10:00 – 10:30 | Keynote presentation
The Future of Cash Management: Automation, APIs & Client Connectivity

Evolution to Real-time Treasury operationsChatbots & virtual assistants
Adoption of new technology: APIs and more
End-to-End process automation beyond Treasury

Thomas Stosberg
Director | Deutsche Bank | Germany

10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths

11:00 – 11:30 | Keynote presentation
Transform Your Contact Center into an AI-Powered Experience Engine with Zendesk

Leverage AI for smarter support operations
Streamline workflows and enhance customer interactions
Deliver personalized experiences boosting customer loyalty

Christopher Harms
Pre-Sales Strategist | Zendesk | Germany

11:30 – 12:00 | Keynote presentation
Goodbye Bots – Hello Agents: How Agentic AI Redefines Customer Experience

Autonomous AI agents resolve customer inquiries
Context-aware systems act across service platforms
Agentic AI transforms modern customer experience

Markus Ring
Director AI Transformation | Cognigy | Germany

12:00 – 13:00 | Panel Discussion
AI and Automation: Balancing Efficiency with Human Touch

Moderator: Kevin Filz, Foundever, Director Client Strategy & Advisory

Ethical automation practices
Training agents to complement AI
Enhancing service quality without increasing costs

Panelist 1: Dominik Hlavacek, Komerční banka, Service Designer

Panelist 2: Christina Hirsch, Swisscom, EVP Digital Trust

Panelist 3: Tina Rahman, Telefónica, Business Tribe Lead Conversational AI

Panelist 4: Christopher Harms, Zendesk, Pre-Sales Strategist

Panelist 5: Katie Sabler, CULTIVATE Customer Experience by Design, Director and Founder

Panelist 6: Peter Erland Nielsen, Tryg, Head of Nordic Contact Center Solutions

Kevin Filz
Director Client Strategy & Advisory | Foundever

Dominik Hlavacek
Service Designer | Komerční banka

Christina Hirsch
EVP Digital Trust | Swisscom

Tina Rahman
Business Tribe Lead Conversational AI | Telefónica

Christopher Harms
Pre-Sales Strategist | Zendesk

Katie Sabler
Director and Founder | CULTIVATE Customer Experience by Design

Peter Erland Nielsen
Head of Nordic Contact Center Solutions | Tryg

Tina Rahman
Business Tribe Lead Conversational AI in Leadership Tribe | Telefónica

13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks

14:00 – 14:30 | Keynote presentation
Smart Data-Driven Automation: Customer Journeys

Less manual effort – more personalization opportunities
Individual behaviour over broad segments
Relationships before sales messages

Melissa Kiebler
Head of CRM & Customer Loyalty | Tele Columbus Sales & Service GmbH | Germany

14:30 – 15:00 | Keynote presentation
From Pilot to Scaling: Innovation Scouting at Scale

ERGOs Venture Clienting Approach
Use Case examples
Key Learnings

Sathes Singam
Innovation Scout | ERGO GROUP | Germany

15:00 – 15:30 | Keynote presentation
Reimagining Customer Service and the Agentic Contact Centre

Elevating Customer Excellence
Reinventing the Contact Centre: AI at the Core
The Agentic Workforce: Driving Quality and Innovation

Scott Wickware
Managing Director EMEA | Microsoft | France

15:30 – 16:00
Networking Break

16:00 – 16:30 | Joint Speaker
Personalized Banking in a Digital World: Migros Bank Story

Human, personal, easy banking powered by digital solutions.
One experience across channels: in-person, remote via video or direct online
People-focused banking by putting technology to work

Esther Pfaff
Business Stream Lead Touchpoints | Migros Bank

Ron Heussen
User Experience Lead | Migros Bank | Switzerland

16:30 – 17:15 | Round Table 1: Moderator: Christopher Harms & Kai Loreck
Table Topic: Transform an AI-Powered Contact Center with Zendesk: Challenges, Pitfalls & Solutions

Moderator: Christopher Harms & Kai Loreck

Overview: Discover how to transform your contact center into a powerful AI-driven experience engine using Zendesk. In this interactive session, we’ll explore common challenges and pitfalls when implementing AI technologies, share best practices, and provide actionable solutions to help you deliver exceptional customer support.

Christopher Harms
Pre-Sales Strategist | Zendesk

Kai Loreck
Senior Platform Architect | Zendesk | Germany

Round Table 2: Moderator: Philipp Brockmann
Table Topic: AI + Human Agents: Building the Hybrid Contact Centre Workforce

Moderator: Philipp Brockmann

Overview: Learn how to create a hybrid contact center workforce by combining AI and human agents. This session covers practical strategies to automate routine tasks, enhance agent performance, and deliver high-quality, efficient customer experiences while maintaining empathy and service excellence.

Philipp Brockmann
Director Business Development | Foundever | Germany

17:15 – 17:30
Closing Remarks
Closing Remarks by Katie Stabler

Katie Stabler

17:30 – 18:30
Cocktail Reception

Join our event

8:45 – 9:00 | Welcome by Katie Stabler
Opening Session: Setting the Stage for the 2026 Contact Centre Summit DACH

Katie Stabler

9:00 – 9:30 | Keynote presentation
Reinventing Customer Assistance: From Call Centers to Intelligent Omnichannel Experiences

Transforming call centers into CX platforms
Orchestrating seamless human-AI service journeys
Turning assistance interactions into customer loyalty

Eric Alexandre PULIDO
Chief Commercial Officer – Bancassurance & Travel | SPB France | France

09:30 – 10:00 | Keynote presentation
Why you are not alone?

Omnichannel must evolve into intelligent ecosystems
Integration alone fails without real-time coordination
Silos create risk in agentic AI era

Zoltán Párkányi
Omnichannel tribe lead | Magyar Telekom

10:00 – 10:30 | Keynote presentation
AI-Enhanced Contact Centres: Balancing Automation and Human Expertise

Joint Speakers: Kevin Filz and Philipp Brockmann

Where automation creates efficiency
Where humans create value
Designing workflows and processes where AI and agents work together

Kevin Filz
Director, Client Strategy & Advisory | Foundever | Germany

Philipp Brockmann
Director Business Development | Foundever | Germany

10:30 – 11:00
Morning Break

11:00 – 11:30 | Keynote presentation
The future of AI Enabled Contact Centers: From Deutsche Telekom to Revolut

ElevenLabs: Europe’s leading high-revenue AI-native company
How Deutsche Telekom and Revolut transform CX
Field insights shaping tomorrow’s AI contact centers

Yanek Brinkmann
GTM | ElevenLabs | United Kingdom

11:30 – 12:15 | Keynote presentation
Unleashing Value: How to Escape Tech Chaos and Build a Connected CX Engine

Selection and integration mastery: tips for connecting data silos
Building the ecosystem and designing for for full customer context and intent
Role of AI/Agentic AI in orchestrating for exceptional, proactive CX

Małgorzata Marcinkowska
Interim Director, Enterprise Transformation: Customer Technology and Data | Switzerland

12:15 – 13:00 | Panel discussion
Zero-Touch Operations: Reducing Human Intervention

Automation in repetitive tasks
AI-assisted workflows
Maintaining service quality

Panelist 1: Thomas Stosberg, Deutsche Bank, Director

Panelist 2: Simone Barbosa, BayernLB, Head of Organization and Innovation

Panelist 3: Thiago Cavalet, Tesco, UX Design Manager

Panelist 4: Christina Epplen, Capco, Managing Principal

Panelist 5: Sathes Singam, Ergo Group, Innovation Scout

Thomas Stosberg
Director | Deutsche Bank

Simone Barbosa
Head of Organization and Innovation | BayernLB

Thiago Cavalet
UX Design Manager | Tesco

Christina Epplen
Managing Principal | Capco

Sathes Singam
Innovation Scout | Ergo Group

13:00 – 14:00
Lunch Break

14:00 – 14:45 | Keynote presentation
Transform with the Client: The Key to successful Banking Change

Maintain trust while everything is changing
Bringing the Client Voice into Transformation Design
Turning transformation into better client experiences

Christina Epplen
Managing Principal | Capco | Germany

14:45 – 15:30 | Keynote presentation
Solving Customer Journey Defects with Data and AI

Mapping the Friction
Diagnosing the Root Cause
The Governance Framework

Grant Humm
Team Lead Customer Experience Functions | Zalando | Germany

15:30 – 16:00
Networking Break

16:00 – 17:00 | Round Table:
Table Topic: Future-Ready Agents in Hybrid Contact Centres

Moderator: Katie Stabler

Brief: Discussing strategies to empower agents with smarter tools, flexible models, and performance-driven workforce optimisation.

Overview: This session explores how contact centres in the DACH region can improve agent experience while driving operational excellence. Topics include AI-assisted workflows, workforce management innovation, talent retention, and building resilient hybrid teams prepared for the next generation of customer service.

Katie Stabler

17:00 – 17:15
Closing Remarks
Closing Remarks by Katie Stabler

Katie Stabler

Join our event

MEET YOUR

Speakers

Team Lead – Customer Experience & Process Excellence | Zalando

Grant Humm

Germany

Interim Director, Enterprise Transformation: Customer Technology and Data

Małgorzata Marcinkowska

Switzerland

Business Stream Lead Touchpoints | Migros Bank

Esther Pfaff

Switzerland

Pre-Sales Strategist | Zendesk

Christopher Harms

Germany

User Experience Lead | Migros Bank

Ron Heussen

Switzerland

Omnichannel tribe lead | Telekom HU

Zoltán Párkányi

Hungary

Director of the Direct Customer Engagement Department | mBank

Katarzyna Grabowska

Poland

Head of Customer Loyalty & CRM | PŸUR

Melissa Kiebler

Germany

Managing Director EMEA | Microsoft

Scott Wickware

France

Service Designer | Komerční banka

Dominik Hlavacek

Czechia

Director Business Development | Foundever

Philipp Brockmann

Germany

Business Tribe Lead, Conversational AI | Telefónica

Tina Rahman

Germany

Head of Nordic Contact Center Solutions | Tryg

Peter Erland Nielsen

Denmark

Head of Organization and Innovation | BayernLB

Simone Barbosa

Germany

UX Design Manager | Tesco

Thiago Cavalet

United Kingdom

Managing Principal | Capco

Christina Epplen

Germany

Innovation Scout | Ergo Group

Sathes Singam

Germany

EVP Digital Trust | Swisscom

Christina Hirsch

Switzerland

Chief Commercial Officer – Bancassurance & Travel | SPB Group