17th & 18th October 2024
ECC Summit Lisbon
Excellence in Contact Centre Summit
Join the leading voices in the contact center industry at the ECC Summit—an unmissable event where innovation meets impact. Engage in cutting-edge presentations, collaborate in interactive sessions, and expand your network with global influencers. Walk away with tangible strategies to elevate customer experiences, boost satisfaction, and drive exponential growth.
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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
Starting in
8:45 – 9:00
“Welcome Speech: Opening Session
Andy WilkinsChairman
Setting the Stage for an Engaging Summit”
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.
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.
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
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.
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.
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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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