15th & 16th October 2025
ECC Summit Lisbon
Excellence in Contact Centre Summit
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Join us for the 16th Annual Excellence in Contact Centre Summit, an in-person event bringing together senior leaders and decision-makers from the Banking, Retail, Insurance, and Telecommunications industries. This summit focuses on the latest 2025 trends and strategies to elevate customer interactions, optimize operations, and redefine success in the ever-evolving contact centre landscape.
Trusted by professionals (4.8 of 5)
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!
- Industry Expertise: Learn from senior leaders across Banking, Insurance, Telecom, and Retail.
- Cutting-Edge Insights: Explore new strategies for driving exceptional customer experiences.
- Real-World Case Studies: Discover success stories and actionable takeaways.
- Networking Opportunities: Connect with decision-makers, innovators, and peers.
- Exclusive Content: Access thought-provoking discussions and industry trends.
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
Schedule
Starting in
8:45 – 9:00 | Welcome Speech
Opening Session: Setting the Stage for an Engaging Summit.
Andy Wilkins
Chairman
Chairman
9:00 – 9:30 | Keynote
How digital can a Human be: An Outlook for the Future of Customer Engagement.
– Advanced technologies elevating the very nature of human engagement
– Dynamic interplay between digital tools and authentic human interaction
– Both worlds merging together – what to expect
Rene Eres
Head of Large Enterprise | A1 Telekom Austria AG
Head of Large Enterprise | A1 Telekom Austria AG
09:30 – 10:00
“ReshapING our team, People Focus in an AI world
Alexandra (Anghel) IlieHead of Contact Center | ING
- Remain relevant in a world of change
- Reshaping our team
- Focus on essentials”
10:00 – 10:30
“AI in customer service – hidden opportunities.
Kristina JudinaHead of Customer Service | Elisa Eesti AS
- Efficient grow with smaller cost in Customer Service
- Lifelong learning in Customer Service
- Uncovering Satisfaction Gains with AI Implementation”
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths.
11:00 – 11:30
“Turning Contact Centres into Growth Engines
Albert MartorellEnterprise Territory Manager Iberia | Zendesk
- From cost centre to revenue driver
- Smarter CX with AI & automation
- Iberian lessons on trust & loyalty”
11:30 – 12:15
“Defining the Foundations of an Agentic AI Framework
Mikolaj SochanskiResponsible AI Platform & Innovation Lead | Zurich Insurance
- Why do you need to think about an Agentic AI Framework?
- What is the value of having an Agentic AI Framework in your company?
- Build or Buy - considerations for choosing what approach is right for you.”
12:15 – 13:00
Interactive Panel Discussion: Building Resilient Contact Centres: Strategies for Managing Crisis and Downtime.
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:30
“What is Customer Service?
Andrés CallirgosHead of Customer Delivery | ADOLFO DOMINGUEZ
- CX and what does it mean
- Recommendations and profitability
- Archery, target and operations”
14:30 – 15:00
“Revolutionizing Customer Care with AI – A Business Playbook for CX Excellence & Efficiency
Cristina Moura RebeloHead of AI Community and Ecosystem Engagement | MEO
- AI as the Cornerstone of Customer Care Transformation
- Automating & Elevating Customer Interactions
- Proving AI’s Impact on CX”
“”
Carla BasílioHead of Development and Optimization of Customer Operations | MEO
15:00 – 15:30
“Designing Customer-Centric Journeys: From Contact to Loyalty
Tammy MartinHead of Customer Experience & Contact | NatWest Group
- Aligning contact centres with CX strategy
- Using feedback to improve service
- Driving loyalty through personalization”
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:45
“Keynote: Building a Customer-Centric Culture: Strategies for Leading People and Driving Excellence
Katalin Fritz, MBAChief Customer Officer | Marley Spoon
- Fostering a Customer-First Mindset Across Teams
- Empowering Employees for Enhanced Customer Engagement
- Leveraging Data and Feedback to Drive Continuous Improvement”
16:45 – 17:30
Roundtable Discussion: Gamifying the Contact Centre: A New Approach to Employee Retention.
Table 1: Gamifying the Contact Centre: Explore how gamification is transforming employee engagement and retention, from reward systems to performance tracking. Discuss the balance between motivation and workplace culture.
Table 2: Empowering Agents with Continuous Learning and Development: Explore strategies for enhancing agent skills, fostering career growth, and maintaining high engagement in a dynamic work environment.
17:30 – 17:45
Closing Remarks
17:45 – 18:45
Cocktail Reception
Unwind and connect with fellow attendees
8:45 – 9:00
“Welcome Speech and Recap of 15th October”
09:00 – 09:30
“Elevating Client Experience on a Global Scale
Philippe De BrossardProgram Director, Global Head of Client Experience | Societe Generale
- Aligning global teams around a unified client vision
- Driving consistency while respecting regional nuances
- Leveraging feedback to shape strategy and innovation”
09:30 – 10:00
“Unlock AI Value – Transforming Chatbots for Customer Success
Carlos Guilherme FriasInnovation Digital Transformation Leader & Product Owner | Millennium bcp
- Conversational AI: Transforming interactions & driving impact
- Personalization + NLP + real-time support for customer-centric CX
- AI chatbots: challenges, ethics & future integration”
10:00 – 10:30
“How to bring Human Touch in every interaction in a world where AI is not optional
Rita de Sousa FélixGlobal Customer Experience and Satisfaction Director | Schneider Electric
- How important is human touch in the B2B?
- Thoughts on how to make the most of Agentic AI to unlock efficiency and elevate customer Experience
- New Metrics to measure real experience and unlock competitive advantage”
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths.
11:00 – 11:30
“From Fraud Threats to Business Gains
Jordi Torres GómezManaging Director EMEA | Veridas
- How Contact Centers fight synthetic fraud and deepfakes in real time
- Tangible ROI: cost optimization and 20% higher customer satisfaction
- Success stories in finance and insurance proving maturity and trust”
11:30 – 12:15
“CC KPIs and incentivisation strategies.
Ledi LapajDirector Customer Experience | Bank-al-Etihad
- Align KPIs with business and customer goals.
- Incentivize performance while supporting well-being.
- Use data to refine metrics and motivation.”
12:15 – 13:00
Interactive Panel Discussion: Hybrid Work Models in Contact Centres: Challenges and Opportunities
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:30
“The role of AI in Market Intelligence : Shaping the future of data-driven decisions
Alin KalamHead of AI Coordination & Market Intelligence | UNIQA Insurance Group
- AI-powered insights for smarter decisions
- Predictive analytics for market trends
- Automating data analysis with AI”
14:30 – 15:00
The Future of Human + AI Collaboration in Contact Centres
- Enhancing agent productivity with AI-driven insights
- Ensuring empathy remains at the core of interactions
- Preparing teams for the evolving role of human agents
15:00 – 15:30
From Omnichannel to Optichannel: Smarter Customer Journeys
- Designing seamless experiences across digital and voice channels
- Using data to guide customers toward the best channel for resolution
- Reducing effort for both customers and agents
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:30
Turning Contact Centres into Strategic Value Creators
- Moving from cost centre to experience hub
- Leveraging real-time analytics to predict and act on customer needs
- Driving loyalty and retention through proactive service
16:30 – 17:15
Roundtable Discussion: Future-Proofing Your Contact Centre: What Comes Next?
Table 1: Future-Proofing Your Contact Centre: Explore strategies for adapting to evolving customer expectations, emerging technologies, and industry trends. Discuss how to build a resilient, adaptable contact center for long-term success.
Table 2 : Building a Future-Ready Workforce: Explore strategies for upskilling agents, fostering career development, and maintaining high engagement in a rapidly evolving contact center environment.
17:15 – 17:30
Closing Remarks
POWER OF CONNECTIONS
Whom will I meet there
C-Level Executives, Directors, Heads of Departments, Senior Managers, Banking, Retail, Telecommunication, Insurance
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
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5000
Industry Experts Engaged
200
Partner Organizations
80
Repeat Participation Rate
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