24th & 25th September 2025
ECI Summit Munich
Excellence in Customer Interaction Summit
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Step into the next era of customer experience at an event designed to inspire and transform. Connect with visionary leaders, discover breakthrough strategies, and uncover the secrets behind the success stories that are shaping the future. Elevate your expertise, network with top CX professionals, and position yourself ahead of the curve in the heart of Munich. Secure your place today and be part of the evolution!
Trusted by professionals (4.8 of 5)
Prepare for the 3rd Annual Excellence in Customer Interaction Summit Munich, where the future of customer experience comes to life! This is more than an event—it’s a game-changing experience for those passionate about revolutionizing customer engagement. Immerse yourself in the vibrant atmosphere of Munich, where cutting-edge ideas meet powerful discussions and invaluable connections. Amplify your skills, fuel your CX strategy, and step into a world of limitless possibilities. Don’t miss out on this chance to lead the charge in the CX revolution!
- Visionary Keynotes: Gain insights from the industry’s leading voices shaping the future of CX.
- Hands-On Workshops: Immerse yourself in practical, skill-building sessions for real-world impact.
- Exclusive Networking: Connect with top CX professionals and industry influencers.
- Innovative Tech Showcase: Explore the latest technologies driving the next wave of customer experiences.
- Success Stories: Learn from inspiring case studies of organizations excelling in CX.
- Dynamic Panels: Engage in thought-provoking discussions with industry experts and thought leaders.
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.
Stefan Turnwald
Chairman
Chairman
9:00 – 9:30 | Keynote presentation
Reimagining Lending Journeys in Challenging Times
Serhii Karaulov
Director of Retail Customer Lending Division / Lending Tribe Leader | Raiffeisen Bank
Director of Retail Customer Lending Division / Lending Tribe Leader | Raiffeisen Bank
9:30 – 10:00 | Keynote presentation
How AI Is Redefining Customer Interaction and Anticipating Needs
Alex Huggins
Director Contact Center as a Service | Microsoft
Director Contact Center as a Service | Microsoft
10:00 – 10:30 | Keynote presentation
Facilitating Safe Innovation with AI
Mikolaj Sochanski
Responsible AI Platform & Innovation Lead | Zurich Insurance
Responsible AI Platform & Innovation Lead | Zurich Insurance
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network with peers, and explore exhibition booths
11:00 – 11:30 | Keynote presentation
The Key to Omnichannel Success
Stephen Hartland
Sr. Manager Global Customer Experience | Thermo Fisher Scientific
Sr. Manager Global Customer Experience | Thermo Fisher Scientific
11:30 – 12:15 | Keynote presentation
Transforming Our Contact Centre for the Future
John O’Brien
Retail Contact Centre Strategy & Transformation Lead | ptsb
Retail Contact Centre Strategy & Transformation Lead | ptsb
12:15 – 13:00 | Panel Discussion
Future Proofing Customer Interactions in the Era of Digital Transformation
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks
14:00 – 14:30 | Keynote presentation
Digital Innovation and Human Touch in B2B Customer Operations
Mihaela Gondosch
Head of B2B Customer Service | Orange
Head of B2B Customer Service | Orange
14:30 – 15:00 | Keynote presentation
From Customer-First Talk to Customer-Driven Action
Karin Pristavnik
Customer Experience & Operational Excellence Lead | UNIQA Insurance Group
Customer Experience & Operational Excellence Lead | UNIQA Insurance Group
15:00 – 15:30 | Keynote presentation
The Real Stories of CX: Implementing with Clarity, Not Assumptions
Daniel Cerny
Senior Digital Manager | Novartis
Senior Digital Manager | Novartis
15:30 – 16:00
Networking Break with Coffee and Bakery
16:00 – 16:45 | Keynote presentation
How CX, EX & AIX are Shaping the Most Human Digital Bank Yet
Mirella Miškič
Head of NLB Contact center and customer care 24/7 | NLB d.d
Head of NLB Contact center and customer care 24/7 | NLB d.d
16:45 – 17:30 | Round table discussion
Topic: Designing Frictionless Omnichannel Journeys
17:30 – 17:45
Closing Remarks
Stefan Turnwald will share the key takeaways from Day 1
17:45 – 18:45
Cocktail Reception
Unwind and connect with fellow attendees and speakers in a more informal setting at the hotel bar.
Join our event
08:45 – 9:00 | Welcome Speech
Recap and Refocus on the key discussions from Day 1.
9:00 – 9:30 | Keynote presentation
Design Transformation at KB: From One Designer to a Movement
Lucia Tarbajovska
Design Chapter Lead | Komerční banka
Design Chapter Lead | Komerční banka
9:30 – 10:00 | Keynote presentation
Why mastering the basics in CX still beats the buzzwords
Christian Saliger
Group CX Leader | Selecta
Group CX Leader | Selecta
10:00 – 10:30 | Keynote presentation
The story of a Ugly duckling
Tomáš Tržil
Senior Customer Journey Expert | Česká spořitelna a.s.
Senior Customer Journey Expert | Česká spořitelna a.s.
10:30 – 11:00
Morning Coffee Break
Enjoy coffee, network, and explore exhibition booths.
11:00 – 11:30 | Keynote presentation
The Real Impact of AI in CX – Beyond the Hype
Nuno Bras
Co-Founder & Partner | DareData
Co-Founder & Partner | DareData
11:30 – 12:15 | Keynote presentation
Designing loyalty through empathy and fairness
Paula Magrowicz
Deputy Director of Individual Client Department | mBank
Deputy Director of Individual Client Department | mBank
12:15 – 13:00 | Panel discussion
Strategies for Orchestrating Omnichannel Customer Experiences
13:00 – 14:00
Lunch Break
Enjoy a complimentary buffet lunch with soft drinks.
14:00 – 14:30 | Keynote presentation
AI-Powered Customer Support: Efficiency & Personalization
Sandra Afonso
Customer Service Director | SIBS
Customer Service Director | SIBS
14:30 – 15:00 | Keynote presentation
Using CRM to Connect Traditional and Digital Customers
Yandria Reis
CRM Expert | Drei Österreich
CRM Expert | Drei Österreich
15:00 – 15:30
Networking Break with Coffee and Bakery
15:30 – 16:15 | Round table discussion
Topic: Capturing Customer Attention in a Distracted World
16:15 – 16:30
Closing Remarks
Join our 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 Retail sector, Banking, Telecommunication, and Insurance involved in:
Customer Interaction | Customer Experience | Customer Segmentation I Information Technology & AI | Voice of Customer | Knowledge Management | Conversational AI and chatbots | Digital Experience | Touchpoints | Omnichannel Management | Contact Centre
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
Retail · Banking · Insurance · Telco ·
WELCOME TO
Munich
Welcome to Munich, the heart of Bavaria and the upcoming host for the Excellence in Customer Interaction Summit. Renowned for its blend of rich cultural heritage and modern innovation, Munich is a city where tradition meets modernity. With landmarks like Marienplatz and state-of-the-art business centres, it’s a hub for both culture and commerce. Munich’s unique charm and dynamic atmosphere make it the ideal location for our summit. We look forward to welcoming you to this vibrant city.
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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