13th Annual Optimising Contact Centres Summit


The post pandemic customer care is the mission of any business as customers’ needs continue to change and rise. A personalised treatment and satisfaction are absolute differentiators, thus maintaining consistency with appropriate strategies are on customer leaders’ priority list. 

This interactive business conference will show you how to navigate through the main challenges related to the contact centre’s field. Topics such as balancing between human and automated service, ways to providing an excellent CX, building customer satisfaction based on successful employee engagement, omnichannel, or post-pandemic skills & leadership will be discussed and showcased by senior level decision makers.

Come and learn from many inspirational stories you can’t miss! Besides you will have the chance to network with important people from the field who can give you valuable tips and discuss your own ideas.

Join us and enjoy this unique atmosphere!

Join us and register today

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Key speakers

Amanda <b>WHITESIDE</b>

Amanda WHITESIDE

Head of WW Customer Optimization & Enablement
Arnold <b>BUDDENBERG</b>

Arnold BUDDENBERG

Enterprise Digital Business & IT Transformation Architect
Ilja <b>NOGICEVS</b>

Ilja NOGICEVS

Head of Product development
David St. John <b>RICHARDS</b>

David St. John RICHARDS

Senior Director – Commercial Systems
Tilman <b>MÜLLER</b>

Tilman MÜLLER

Head of Expertise Office Customer Care & Operations
Isabelle <b>PONCELET</b>

Isabelle PONCELET

Head of Transformation Office Connect2Net


Key topics

  • Creating a client centric service model by closing the complaints logistics
  • Is my contact centre ready for the cloud?
  • How we use AI and build customer satisfaction and employee engagement
  • From call center to customer engagement center
  • How to boos profitability of a contact center?
  • The new open digital experience standard applied for contact center in the omnichannel mix



Who Should Attend

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from the banking, pharmaceutical, telecommunication, retail, aviation, hospitality and automotive industries involved in:

  • Chief Customer Officer
  • Contact Centre
  • Digital Contact Service
  • Call Centre
  • Customer Support
  • Customer Service/Client Service
  • Self Service
  • Customer Care
  • Customer Service
  • Customer Operations
  • Omnichannel
  • Digital Care
  • Digital Channels