EMEA
6th & 7th December 2026
CC Summit EMEA
Contact Centre Summit EMEA
Curated
networking
networking
Senior-level
attendees
attendees
AI native
solutions
solutions
Real case
studies
studies
Single-track
format
format
The Contact Centre Summit EMEA 2026 brings together customer experience, customer operations, contact centre and digital transformation leaders to explore the future of customer engagement. As we look towards 2027, organisations face a new reality where customers increasingly use AI to make decisions, resolve issues and interact with brands. Under the theme “Winning When AI Makes the Decisions,” the summit explores AI-native customers, agent-to-agent interactions, autonomous customer operations and the evolving role of human expertise in an increasingly intelligent world. The future of customer experience is already taking shape. The question is: are you ready for it?
Limited to 100 participants. Secure your spot today.
Starting in
Trusted by professionals (4.8 of 5)
THIS YEAR
Key themes of Contact Centre summit EMEA
This edition explores how customer operations leaders can prepare for a future where AI increasingly represents both customers and businesses. Through executive keynotes and strategic discussions, attendees will discover how to build intelligent, trusted and human-centred customer operations for the age of Autonomous CX.
- AI-Native Customers
Understand how personal AI assistants are reshaping customer expectations, and brand interactions. - Agent-to-Agent Commerce
Prepare for a future where intelligent agents negotiate, transact and resolve issues autonomously. - Autonomous Customer Operations
Move beyond automation towards intelligent systems that proactive customer outcomes. - Trust, Governance & Digital Identity
Build customer confidence through responsible AI, transparency and secure digital interactions. - Human Advantage & Future Workforce
Redefine the role of human expertise in an increasingly AI-powered service environment. - Leadership for Autonomous CX
Develop the strategies and operating models required to lead customer operations in 2027 and beyond.
THIS YEAR
Key themes of CC summit EMEA
- Re-Architecting CX for the Enterprise: Moving from functional CX to experience-led operating models
- AI-Powered Experience Ecosystems: Intelligent orchestration across journeys, channels, and touchpoints
- From Insight to Impact: Turning customer data into real-time decisions and measurable value
- Modern CX Measurement: Redefining KPIs, ROI, and accountability in a digital-first world
- Cross-Industry Benchmarking: Learn from banking, insurance, telecom, retail & e-commerce leaders
- Executive Virtual Networking: Connect with senior leaders shaping the future of CX in EMEA
Day 1
The Delegated Customer: AI-Native Consumers & Agent-Led Engagement
Day 1 explores how customer behaviour is evolving as personal AI assistants become increasingly capable of researching products, comparing providers, resolving issues and making decisions on behalf of consumers. The focus is on understanding AI-native customers, preparing for agent-to-agent interactions and designing customer experiences that remain trusted, relevant and competitive in an AI-mediated world.
Expect sessions on
- Understanding the rise of AI-native customers and delegated decision-making
- How personal AI agents are transforming purchasing journeys and customer expectations
- Preparing for agent-to-agent commerce and machine-mediated interactions
- The impact of AI on customer attention, loyalty and brand engagement
- Designing customer experiences for both humans and intelligent agents
- Building trust, transparency and accountability in autonomous relationships
- Exploring the next generation of customer interfaces beyond traditional channels
- Creating growth opportunities in the emerging AI-native economy
Day 2
The Autonomous Contact Centre: Trust, Intelligence & Human Advantage
Day 2 focuses on how customer operations are transforming from reactive support functions into intelligent, proactive and autonomous ecosystems. The emphasis is on operationalising AI, building trusted customer operations, redefining workforce capabilities and developing leadership strategies that balance automation, governance and human expertise at scale.
Expect sessions on
- Transforming contact centres into autonomous customer operations ecosystems
- Leveraging agentic AI to orchestrate complex customer interactions and outcomes
- Building self-healing customer journeys through predictive intelligence
- Strengthening trust, governance and digital identity in AI-powered environments
- Managing and leading high-performing teams of humans and AI
- Redefining human value through empathy, judgment and complex problem-solving
- Preparing customer teams with the skills required for AI-enabled operations
- Developing leadership strategies for the customer operations organisation of 2030
POWER OF CONNECTIONS
Whom will I meet there
A highly curated group of 100 senior contact centre and customer operations leaders from across Iberia and Europe — selected for their role in driving transformation, technology adoption, and operational performance.
Attendees:
- Heads of Contact Centre / Customer Operations
- Directors of Customer Experience, Service & Support
- Leaders responsible for AI, Automation & Digital Transformation
- Senior Managers driving performance, workforce, and service delivery
Focus Areas:
- Contact Centre & Customer Operations
- AI, Automation & Conversational Technologies
- Customer Experience & Service Strategy
- Omnichannel & Digital Engagement
- Workforce, Quality & Performance Management
No consultants. No junior profiles. No open expo audience.
Only qualified, invited participants.
Get full event details.
Just One Click Away
- 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
JOIN EVENT
Exclusive Offer
Limited to 100 participants to ensure high-quality discussions and meaningful networking.
Early Bird Discount
Secure your place at the 6th Annual ICEM London Virtual Summit.
- Team access for up to 4 colleagues
- Access to digital content
- Complimentary virtual networking sessions
Team Pass
Designed for organisations attending with multiple stakeholders across operations, CX, and transformation functions.
- 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
In a 
world full of noise, we help leaders cut through and build meaningful networks that makes an impact.
ABOUT US
Excellence through knowledge
Excellence through knowledge. With years of expertise in organizing professional conferences, we continue to foster environments where industry leaders share their insights, drive innovation, and push boundaries.
5000
+
Industry Experts Engaged
200
+
Partner Organizations
80
%
Repeat Participation Rate
Interested in becoming a sponsor?
If your company is interested in sponsoring this event, 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
Manish Kailkhura
Head Business Development
manish.kailkhura@binaconf.com
LinkedIn
Unnati Jain
Production Lead
Unnati.jain@binaconf.com
LinkedIn
Vanshika Pahwa
Operations Lead
Vanshika.pahwa@binaconf.com
LinkedIn
