MUNICH
9th & 10th September 2026
ECI Summit Munich
Excellence in Customer Interaction Summit
Hosted in central Munich
Curated networking
Real case studies
Cocktail reception
Single-track format
A highly curated, single-track summit bringing together 100 senior customer experience, contact centre, and customer operations leaders from across the DACH region and neighbouring European countries. Designed for decision-makers in banking, telecom, insurance, retail, and e-commerce, the summit focuses on what actually drives performance today, scaling AI in customer interaction, intelligent automation, workforce transformation, operational excellence, measurable CX impact. No exhibition noise. No generic content. Just real business case studies, peer-led discussions, and high-value conversations with leaders facing the same challenges.
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Trusted by professionals (4.8 of 5)
This summit offers unparalleled insights into the future of customer interaction. You’ll gain access to breakthrough strategies, explore real-world success stories, and connect with global thought leaders driving innovation across industries.
- Scaling AI in Customer Interaction: How leading organisations across the DACH region are moving beyond experimentation to deploy AI across contact centres and customer operations.
- Operational Efficiency with Measurable Impact:Strategies to reduce cost-to-serve, improve service levels, and drive efficiency without compromising customer experience.
- Workforce Transformation & Agent Enablement Redesigning roles, improving productivity, and empowering frontline teams in AI-supported environments.
- From Reactive to Proactive Customer Service: Using data, real-time insights, and automation to anticipate needs and reduce customer effort.
- Balancing Automation with Human-Centric Experience: Where automation delivers the most value, and where human interaction remains critical.
- Turning Customer Interaction into Business Value: How organisations are transforming contact centres into strategic drivers of loyalty, revenue, and operational intelligence.
Key Themes
Day 1
Transforming Customer Interaction Through AI, Automation & Operational Excellence
Day 1 focuses on how leading organisations across the DACH region are transforming customer interaction through AI, automation, and intelligent operations. As customer expectations rise and operational pressures increase, leaders are moving beyond experimentation to deploy scalable, measurable solutions. The focus is on what delivers real impact, improving service quality, increasing efficiency, and creating seamless customer experiences across digital and human touchpoints.
Expect sessions on:
- Scaling AI across contact centre and customer service operations
- Automation strategies that reduce cost-to-serve without sacrificing experience
- Orchestrating seamless omnichannel customer journeys
- Real-time analytics and decisioning in customer interaction
- Workforce optimisation in AI-enabled service environments
- Building scalable digital and human service models
- Turning customer interaction into operational intelligence
Day 2
From Customer Experience to Measurable Business Impact
Day 2 shifts from transformation to outcomes, how organisations are turning customer interaction into measurable business value. Leaders will explore how to improve customer loyalty, operational performance, and revenue through smarter engagement strategies.
The focus is on building customer-centric organisations that balance automation, empathy, and operational excellence.
Expect sessions on:
- Human + AI collaboration in customer interaction
- Personalisation at scale across customer journeys
- Proactive and predictive customer service strategies
- Voice of Customer driving operational and strategic decisions
- Improving agent productivity, engagement, and retention
- Measuring CX impact on revenue, loyalty, and retention
- Turning contact centres into strategic business functions
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
8:45 – 9:00
“Welcome Speech: Opening Session
Andy WilkinsChairman
Setting the Stage for an Engaging Summit”
9:00 – 9:30
“Enhancing Team Dynamics for Success
Blanca Segura VillarHead of Customer Management, Service & Growth | Zurich Insurance
- Leveraging expertise to boost performance
- Reducing turnover with knowledge sharing
- Creating a positive work environment”
9:30 – 10:00
“Transforming Customer Centricity through Innovation and Empowerment
François GengouxHead of Omnichannel Customer Support | Belfius
- Purpose-Driven Integrated Bank-Insurer for Belgian Society
- Disruptive Positioning: Love for Clients and Employees
- Innovation and AI-Driven Personalized Customer Experiences”
10:00 – 10:30
“Why don't kids dream of becoming call center agents or shop assistants?
Tomáš RosputinskýCEO & Co-Founder | Staffino
- Tackling employee motivation in customer-facing role
- Boosting sales through real-time customer feedback
- Analyzing CX data, program ROIs, and VoC insights”
10:30 – 11:00
Morning Break
11:00 – 11:45
“Enabling the Future of Contact Centres with GenAI
Diego de MiguelDirector Ops Intelligence, BI and Analytics | MasOrange
- Real-world GenAI use cases in contact centres
- Enhancing customer service with GenAI automation
- Key benefits: efficiency, personalization, and scalability”
11:45 – 12:15
“GenAI for Customer Service: Success Stories
Hemal ThakerSr. Solution Consultant | EGain
- GenAI fails without strong knowledge management.
- Safe GenAI implementation requires a solid knowledge foundation.
- Real-world success: 6X search, 5X speedup with eGain.”
12:15 – 13:00
Interactive Panel Discussion
Human-Centric Automation: How AI Can Empower, Not Replace, Customer Service Agents
13:00 – 14:00
Lunch Break
14:00 – 14:30
“Decision Intelligence Powered through AI (cross business / industry)
Alin KalamHead of AI Coordination & Market Intelligence | UNIQA Insurance Group
- Align AI strategies with real-time market dynamics
- Use data to predict and meet customer needs
- Turn insights into smarter, faster business decisions”
14:30 – 15:00
“mBank's way to the cloud contact center
Jarosław ŚcigałaSenior Specialist and a Product Owner | Mbank
- About mBank. Why did we choose a cloud solution?
- Potential benefits and challenges
- Implementation of the cloud system
- Conclusions and recommendations”
“”
Tomasz WilczewskiSenior Specialist and a Product Owner in the Omnichannel Department | Mbank
15:00 – 15:30
“Driving Customer Service into High Gear
Christos A. KatrisiosisSenior Customer Service Digital Transformation Leader | COSMOTE eValue
- Customer service must adapt quickly to tech changes.
- Service professionals need strong tools and skills for success.
- Speed is important, but reflection improves customer experiences.”
15:30 – 16:00
Networking Break
16:00 – 16:45
“Robots, AI, and the Art of Delight: Redefining Customer Satisfaction
Santiago NonzioliDirector of Ecommerce Operations | Alcampo
- How AI and Robots are Redefining Customer Experience
- Building Global Systems that Scale and Deliver Results
- Unlocking Innovation to Drive Efficiency Across Operations”
16:45 – 17:30
Roundtable Discussion
Moderator: Hemal Thaker, eGain
Table 1: Integrating AI and Automation in Contact Centres: Explore how AI is transforming customer service, from chatbots to AI-driven analytics for personalized customer interactions. Discuss the balance between automation and human touch.
Moderator: Carmen Castellano, Quantum Metrics
TOPIC: Reimagining the contact center: From Support channel to strategic driver
Today’s contact center is no longer just a reactive support function—it’s a goldmine of customer insight and a critical lever for digital optimization. In this roundtable, industry leaders will explore how to provide real-time context to agents, bridge insights across digital and assisted channels, and use Gen AI to elevate both the customer and agent experience. We’ll discuss how the contact center can fuel digital containment strategies, align more closely with digital product teams, and shift from solving individual issues to driving enterprise-wide customer understanding.
17:30 – 17:45
Closing Remarks
17:45 – 18:45
Cocktail Reception
8:45 – 9:00
“Welcome Speech: Opening Session
Andy WilkinsChairman
Setting the Stage for an Engaging Summit”
9:00 – 9:30
“Building Intelligent Ecosystems: The AI Revolution in Collaboration
Cristina MouraHead of AI Communities and Ecosystem Engagement | MEO
- AI assistants boosting agent performance and service delivery
- Reducing costs through smart contact deflection and triage
- Human-AI synergy in complex interactions”
9:30 – 10:00
“The Era of the Ecosystems & Platforms.
Jose CanasGlobal Head Of B2B2C | AXA
- Embedded insurance and affinity services are reshaping the insurance industry
- Over 30% of insurance transactions will be embedded by 2030
- Customer-centric strategies, data use, advanced technology, and collaboration are essential.”
10:00 – 10:30
“Create exceptional contact centre experiences
Richard ProchazkaStrategic Account Executive | Medallia
- Identify Costly Contact Center Experiences
- Increase Revenue by Improving Agent Performance
- Offer a Choice with Best-in-Class Callback”
“”
Javier CastroSenior Solutions Consultant | Medallia
10:30 – 11:00
Morning Break
11:00 – 11:45
“Customer Support Services Director
Sandra AfonsoOperations & Customer Support Services Director | SIBS – FPS
- How can a 360º Service Vision help you better serve your customers?
- Explore the integration between customer service and monitoring capabilities.
- Investigate strategies to improve cx using monitoring insights.”
11:45 – 12:15
“AI that acts or just one that attracts? The choice is yours
Julio PratsCRO | Schaman
- New service paradigm in Customer Service
- The road to full automation with AI
- Some smart results in Customer Service”
12:15 – 13:00
Panel Discussion
The Evolution of Self-Service: Balancing Automation with Customer Satisfaction
13:00 – 14:00
Lunch Break
14:00 – 14:30
“Driving Growth and Innovation through Talent Mobility
Andrea DomínguezHead of Talent Management | Telefonica
- Identifying and Developing High Performers for Success
- Strategic Talent Mobility for Maximum Business Impact
- Leveraging Mobility to Accelerate Growth and Innovation”
14:30 – 15:00
“Transforming CX through Predictive Call Routing
Krzysztof CiąpałaContact Center & Remote Advisory Group Lead | Raiffeisen Bank International A.G.
- From traditional ACD through Skill-based Routing to Predictive Routing
- From data to real-time decision making
- Usecases and Benefits”
15:00 – 15:30
“Uncovering Hidden Dissatisfaction with Technology
Francisco Fernandez ParraDirector of Transformation | Movistar Prosegur Alarmas
- Serving 99% well isn’t enough; hidden dissatisfaction matters.
- AI and analytics reveal the silent 1% of dissatisfied customers.
- Technology is reshaping contact centers for proactive, personalized service.”
15:30 – 16:00
Networking Break
16:00 – 16:30
“AI in Business: Building Effective Teams
Mijat PejicHead of Customer Care- Switzerland and Austria | MediaMarkt Österreich GmbH
- Exciting Business Cases
- How to work and operate with the Industry and dedicated Tech Suppliers
- The Customer and his Opinion on AI-Shortcuts in Care”
16:30 – 17:15
Round table discussion topic
Moderator: Enrique Gómez-Alonso, Medallia
Topic: When Personalisation Meets Omnichannel: A new pivotal role for Contact Center
Personalising at scale means creating meaningful, human experiences across all customer touchpoints. Consistency across voice, chat, digital, and in-person channels ensures a seamless journey. By unifying operational data with customer feedback and behaviour, frontline teams are empowered to tailor and optimise every interaction”
Moderator: Andy Wilkins, BINA
Table 2: Redefining Customer Care: From Service to Experience:
To examine the shift toward proactive, personalized care powered by technology, and highlight how
empowering frontline teams and leveraging customer insights can transform routine interactions into meaningful experiences.
17:15 – 17:30
Closing Remarks
MEET YOUR
Speakers
Blanca is the Head of Customer Management and Growth at Zurich since 2023, overseeing teams focused on retention, sales, cross-selling, and post-sales service, with added responsibility for claims service from January 2025. She previously led Customer Service & Sales for Partners and Digital, as well as transformation and strategy initiatives. With extensive experience in operations and customer experience, she also contributed to scalable digital operations at Zurich Klinc. Blanca holds a Bachelor’s and Master’s in Mechanical Engineering from the Polytechnic University (UPC).
POWER OF CONNECTIONS
Whom will I meet there
A highly curated group of 100 senior customer experience, customer operations, and contact centre leaders from across the DACH region and wider Europe, selected for their role in driving AI adoption, digital transformation, operational excellence, and customer interaction transformation.
Attendees:
- Chief Customer Officers, Chief digital Officers, and CX Leaders
- Heads of Contact Centre / Customer Operations
- Directors of Customer Experience, Service, loyalty & Support
- Leaders responsible for AI, Automation & Digital Transformation
- Senior Managers driving performance, workforce, and service delivery
Focus Areas:
- Contact Centre & Customer Operations
- AI, Automation & Conversational Technologies
- AI, Personalisation & Data-Driven CX
- Customer Journey Orchestration & Omnichannel Experience
- Voice of Customer (VoC) & Customer Insights
- Digital Experience & Engagement, Loyalty & Experience-Led Growth
- Workforce, Quality & Performance Management
No consultants. No junior profiles. No open expo audience.
Only qualified, invited participants.
JOIN EVENT
Exclusive Offer
Limited to 100 participants to ensure high-quality discussions and meaningful networking.
Individual Pass
Full access to the ECI Summit Munich — designed for senior leaders looking to benchmark, connect, and gain practical insights from peers across Iberia and Europe.
- Access to all sessions, case studies, and discussions
- Participation in interactive roundtables and networking
- Curated 1:1 connections with peers
- Evening networking & cocktail reception
Team Pass
Designed for organisations attending with multiple stakeholders across operations, CX, and transformation functions.
- Preferential rates for multiple attendees
- Broader internal alignment across teams
- Shared learning across operations, CX, and digital functions
- Access to all sessions, networking, and roundtables
The Experience
Designed as a highly curated, executive-level gathering, the Excellence in Customer Interaction Summit Munich is structured to maximise interaction, learning, and meaningful connections. Hosted at a centrally located premium venue in Munich, the event brings together senior leaders from across the DACH region in an environment built for focused discussions, not crowded exhibition halls. Over two days, participants will engage in a mix of executive keynotes, real business case studies, interactive panels, and peer-led roundtables designed to encourage open exchange and practical takeaways.
Trusted by professionals (4.8 of 5)
Where Real Connections Happen.
Structured networking sessions and curated introductions
Interactive roundtables with peer-level discussions
Dedicated time for meaningful 1:1 conversations
Business lunches, coffee breaks, and executive networking reception
A focused, single-track format, no distractions, no parallel sessions
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
Excellence through knowledge. With years of expertise in organizing professional conferences, we continue to foster environments where industry leaders share their insights, drive innovation, and push boundaries.
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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