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.
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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!
- 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”
09:00 – 09:30
“How digital can a Human be: An Outlook for the Future of Customer Engagement.
Rene EresHead of Large Enterprise | A1 Telekom Austria AG
- 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”
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 – 11:45
“Omnichannel Strategies for Seamless Customer Support
Gail RussellGlobal Head of CX and Channels | HSBC
- Integrating channels for unified service
- Ensuring consistent support across platforms
- Enhancing customer journeys through connectivity”
11:45 – 12:15
Keynote: Managing High Call Volumes Without Compromising Customer Experience
– Streamlining workflows during peak times
– Enhancing self-service and automation tools
– Prioritizing customer needs under pressure
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
“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
“Driving Growth with Data: The Future of Digital Product Strategy
Diogo CardosoHead of Digital Growth & Insights | Lead Product Owner | Santander
- Using insights to guide innovation
- Data-driven product roadmapping
- Turning analytics into action”
09:30 – 10:00
“Driving Growth Through Digital Transformation
Carlos Guilherme FriasInnovation Digital Transformation Leader & Product Owner | Millennium bcp
- Roadmap for Digital Success
- Tackling Tech Adoption Challenges
- Measuring Growth Impact”
10:00 – 10:30
“Between Efficiency & Emotion: Learnings from a CX Reality Check
Roman MelzerHead of Customer Care | Bergzeit
- Why less tickets doesn’t necessarily mean less work – and what AI still can’t do
- Balancing standardization and personalization: the invisible cost of automation
- Real-world examples of what worked (and what didn’t) when implementing CX tech”
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths.
11:00 – 11:45
“Shaping the Future of Customer Experience
Ledi LapajDirector Customer Experience | Bank-al-Etihad
- Using data to personalize the customer journey
- Creating a customer-first culture
- Turning pain points into loyalty drivers”
11:45 – 12:15
Keynote: Scaling Customer Support in a Growing Business
– Building flexible support frameworks
– Automating for efficient service growth
– Aligning teams with business expansion
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
“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.”
14:30 – 15:00
“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”
15:00 – 15:30
“Redefining Satisfaction: Elevating CX in a Customer-First World
Rita de Sousa FélixCX & Satisfaction Director | Schneider Electric
- Shaping Emotion-Driven Customer Journeys
- Turning Feedback into Actionable Improvement
- Building Long-Term Loyalty Beyond Transactions”
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:30
“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”
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.
Overview : Wrap up Day 2 with two impactful roundtable sessions. One explores strategies for future-proofing your contact center, focusing on adapting to evolving customer expectations, emerging technologies, and industry trends to build a resilient, adaptable operation for long-term success. The second session covers strategies for building a future-ready workforce, discussing how to upskill agents, foster career development, and maintain high engagement in a rapidly evolving environment. Led by expert table leaders, both sessions provide a collaborative space to share insights and strategies for enhancing contact center operations and employee satisfaction.
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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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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