8th Annual Optimizing Contact Centres Summit

3 - 5 Oct 2017, Barcelona

The 8th Annual Optimizing Contact Centres Summit will provide you with a significant opportunity to get a deeper understanding of the current issues and trends within the industry. Experts from the major companies such as Barclays, DHL, Expedia, Orange, SEB, Vodafone, ING, KPN, and others, will exchange their knowledge and know-how, and will share their experience with you.

By attending this summit, you will gain the first-hand information and practical insight on the latest trends in the contact centres, new technologies for optimization of the contact centres, new Omni-channel strategies, management of employees in the contact centres, how to improve the customer care and satisfaction through different Omni-channel, how to enhance the customer journey, the efficient transformation from non-digital to digital techniques and contact centre virtualization.

Moreover, you will be listening to real case studies and strategies, which were successfully implemented by the industry leaders, as well as you will have a great chance to get a detailed insight into their solutions for starting their journey. Be a part of this great meeting and learn from the best experts on the market!


Co - Located With

8th Annual CEM Summit Logo


Key Speakers

Simon Separghan

MD, Global Contact & Digital Channels 


Raymond Lohr

Director Customer Retention


David Richards

Senior Director, Commercial Systems



Olga Quiros

Director, Lodging Operations (EMEA)


Key topics

  • What is the busiest channel for customer contact in 2017?
  • Self-service with the help of AI as a rising trend?
  • Will a contact with customers via SMS and WhatsApp be more common in the future?
  • What are the customer reactions on virtual agents?
  • How to build a customer-centric contact centre?
  • Achieving contact centre excellence through effective CRM
  • Transforming the call centres into an Omni-channel contact centres

Who Should attend

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors and Heads of departments from Retail, Banking, Telecom, Aviation, Hospitality and Pharma industries involved in:

  • Contact Centres
  • Call Centres
  • Customer Services
  • Omni-Channel
  • Customer Care
  • IVR
  • Customer Care
  • Telesales 
  • Customer Relationship
  • Customer Relations
  • Contact Management
  • Digital Experience
  • Customer Operations
Register for event



Allan Lloyds Group
Trnavska cesta 82, 821 02 Bratislava, Slovakia

+421 221 025 322


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