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14th Annual In-person

17th & 18th October 2024

ECC Summit Lisbon

Excellence in Contact Centre Summit
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Sponsors 
Knowledge partners

Step into the future of customer-centric innovation at the Excellence in Contact Centre Summit. Gain cutting-edge insights from industry visionaries and explore practical case studies designed to transform your customer interactions. This is your exclusive opportunity to elevate your expertise, connect with industry leaders, and accelerate your professional growth. Don’t miss out—reserve your spot for this essential learning experience!

  • Innovative benchmarks and solutions
  • Market insights to stay ahead
  • Elevating brand presence
  • Discovering emerging trends
  • Essential knowledge for competitive advantage
  • Upskilling and certification opportunities

Schedule

8:45 – 9:00

“Welcome Speech: Opening Session
Setting the Stage for an Engaging Summit”

Andy WilkinsChairman

9:00 – 9:40

“Remote Operations: Key Challenges: People & Operations”

Nuno Marques FerreiraHead of BPO Healthcare Operations | Altice Portugal

9:40 – 10:10

“Enhance Delivery, aligning risk mitigation with a customer centric perspective”

Ricardo GalvãoICT Risk Processes and Quality Head of Unit | Novo Banco

10:10 – 10:30

“Transforming Customer Engagement: Digital Strategies for Enhanced Telesales”

Rui LopesFounder & CEO | AgentifAI

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

11:00 – 11:45

“The Era of Ecosystems & Platforms: Digital Transformation in Embedded Distribution”

José Félix Canas GarciaGlobal Head of B2B2C | AXA Partners

11:45 – 12:15

“Natural Conversations by Blending Human & Artificial Intelligence”

Art CoombsCEO | KomBea

12:15 – 13:00
Interactive Panel Discussion
Theme: Voice of the Customer: Transforming Feedback into Action

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

14:00 – 14:45

“Customers Love Being Heard: Using Customer Feedback for Improvement”

Dalila TavaresSupply Chain Transport Director | Leroy Merlin

14:45 – 15:30

“Impact of Digital Transformation in Customer Experience”

Ana Margarida EspadinhaCustomer Service Manager | Caixa Geral de Depósitos

15:30 – 16:00
Networking Break with Coffee and Bakery

16:00 – 16:30

“AI and EI: Future of Calling”

Rita ReznichenkoHead of Sales | GreenPoint Global

16:30 – 17:15
Roundtable Discussion
Moderator: Andy Wilkins
Topic: Navigating the Future of Customer Interactions in Contact Centres

17:15 – 17:30
Closing Remarks
Andy Wilkins will share the key takeaways from Day 1.

17:30 – 18:30
Cocktail Reception
Unwind and connect with fellow attendees and speakers in a more informal setting at the hotel bar.

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8:45 – 9:00

“Welcome Speech: Recap and Refocus on the key discussions from Day 17th October”

Andy WilkinsChairman

9:00 – 9:30

“Omni-channel Strategy: Bridging the Gap Between Online and Offline Interactions”

Ana Vanessa Fonseca CarapinhaHead of Customer Experience and Digital Marketing | Allianz Portugal

9:30 – 10:00

“Is Net Promoter Score (NPS) dead? Is there a better way of measuring customer experience?”

Rita de Sousa FélixGlobal Customer Experience & Satisfaction Director | Schneider Electric

“Is Net Promoter Score (NPS) dead? Is there a better way of measuring customer experience?”

Ricardo Areal LourencoCustomer Experience & Data Analytics | Schneider Electric

10:00 – 10:30

“Navigating the Meta-Crisis: Value Creation in a Complex, Uncertain World”

Andy WilkinsFounder | Future of Health

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

11:00 – 11:45

“Contact Center of the Future”

Alex HugginsDirector Contact Center AI Technology Specialists | Microsoft

11:45 – 12:15

“Challenges of Implementing SaaS in Business Ops”

Mário BatistaHead of SaaS Order Management | Nokia

12:15 – 13:00
Panel Discussion
Theme:  Personalization at Scale: The Next Frontier in Customer Service

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

14:00 – 14:45

“From PMO to EPMO: Transforming Organizations with Integrated Strategy and Project Management”

Ricardo Pinto GuardadoERP Transformation Director | Carrier Commercial Refrigeration

14:45 – 15:30

“Empathetic Leadership in Challenging Times”

Gerardo BarreraHead of Customer Service | TWOTHIRDS

15:30 – 16:00 Hrs
Networking Break with Coffee and Bakery

16:00 – 16:45
Roundtable Discussion
Moderator: Andy Wilkins
Topic: Achieving Optimal Customer Engagement

16:45 – 17:00
Closing Remarks
Final thoughts and takeaways by Andy Wilkins to conclude the event.

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MEET YOUR

Speakers

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POWER OF CONNECTIONS

Whom will I meet there

Members of the Board, C-level, Senior Vice Presidents, Vice Presidents, Directors, and Heads of Departments from the Telecommunication, Retail, Insurance, Banking & Technology involved in:

Contact Centre | Customer Care | Customer Support I Digital Experience | Customer Insight & Satisfaction | Digital Transformation | Omnichannel Management | Complaint management | Sales Distribution | Telesales & Quality assurance | Knowledge Management | Conversational AI and Chatbot

Retail    Banking   Insurance   Telco 

Retail    Banking   Insurance   Telco 

Retail    Banking   Insurance   Telco 

Retail    Banking   Insurance   Telco 

Retail    Banking   Insurance   Telco 

For me, the most valuable part was gaining insights into both the insurance and banking sectors, observing their distinct strategies as well as the surprising similarities in some areas.The event was exceptionally well organized by BINA.

Gernot BrettschuhIT Demand Management Lead | Zurich insurance

My key takeaway was gaining valuable insights and best practices from industries beyond pharma. I really appreciated the setting, which felt like a family environment. This atmosphere encouraged more sharing and discussions among participants.

Tomas RuzickaAssociate Director, Field Engagement & Country CX | Novartis

The event provided me with numerous fresh perspectives and valuable networking opportunities. A very good mix!

Harald FelgnerDigital Experience Innovator | AXA

The selection of speakers was excellent, and the content presented was highly relevant. In my opinion, this was the best customer experience event I've attended

Sabine OberhausenSenior Customer Experience Transformation Manager | Pyur
Single entry

Premium pass

  • Full access to the two-day event
  • Accommodation at the venue
  • Access to the digital content library
  • Consultation with experts
  • Certificate of attendance
Buy now
For teams

Group pass

  • Special rates for multiple attendees
  • Full access to the two-day event
  • Consultation with experts
  • Certificate of attendance
  • Access to networking sessions and digital content

Contact us for customised rates

WELCOME TO

Lisbon

Nestled along the Atlantic coast, Lisbon, Portugal, sets the stage for our 14th Annual Excellence in Contact Centre Summit. With its historic charm and modern vibrancy, Lisbon offers a captivating backdrop for collaboration and innovation. From iconic landmarks like Belém Tower to its renowned cuisine, attendees will be immersed in the city’s rich culture. With a thriving tech scene and warm hospitality, Lisbon promises to inspire meaningful connections and insights at our summit.

Jupiter Lisboa Hotel
Avenida da República,
46 1050-195 Lisboa

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ABOUT US

Excellence through knowledge

Founded in 2013, BINA is a global leader in event management, specialising in in-person and virtual conferences. Headquartered in Central Europe, Slovakia, and supported by three overseas offices with recent expansions in Germany and India, we connect professionals worldwide. Our expertise spans industries such as Financial Services, Telecommunications, Pharmaceuticals, Retail, Aviation, Tourism, and Automotive.

We are young, energetic, focused, and determined to deliver the best customer experience to our clients. At BINA, we’re committed to setting new standards of excellence and exceeding expectations in every event we deliver.

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

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Contact us

Manish Kailkhura

Head Business Development
manish.kailkhura@binaconf.com
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Unnati Jain

Production Lead
Unnati.jain@binaconf.com
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Kristína Zaťková

Operations Lead
Kristina.zatkova@binaconf.com
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