9th Annual Optimizing Contact Centres Summit

2 - 4 Oct 2018, Barcelona

9th Annual Optimizing Contact Centres Summit has been designed to provide you with a unique opportunity to gain new insights into areas such as bot strategies in contact centre, the next generation of customer service, agents productivity, employee experience, and creating a strong social media content or profitable outsourcing of the contact centres.

Get the answers to your questions regarding how to build emotional connections with customers and boost the loyalty, how to bring non-digital customers to online self-care, the latest technologies in contact centres, and most importantly, how to improve the customer service in order to increase company income. By attending this summit, you will access the first-hand learnings from the senior-level experts representing the most influential companies internationally. Moreover, limited seats in the audience ensure networking opportunities and valuable discussions.



Co - Located With

8th Annual CEM Summit Logo


Key Speakers

Vytis Zalimas

Head of Contact Center 


Dr. Nicola Millard

Head of Customer Insight & Futures


Laura Malinsky

Head of Contact Centre Capabilities



James Revell

General Manager European Sales and Service Centre

Air France - KLM

Santiago Garcia Solimei

Global Director of Social Media

Melia Hotels International

Thomas Reby

Senior Strategy Manager


Key topics

  • How to enhance your contact strategy with bots?
  • The next generation of customer service – Industry 4.0
  • Agents productivity and building emotional connections
  • Creating a customer centric culture in an organisation
  • Potential digital solution in online self-care?
  • Employee experience – agent recruitment, monitoring, improvement, and motivation
  • Customer service excellence - human-bot cooperation or competition?
  • Online agents creating a strong social media content
  • Development of the contact centre infrastructure

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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