16th Annual Optimising Contact Centres Summit

Be part of the highly anticipated Optimising Contact Centres Summit, where industry leaders, innovators, and experts come together to shape the future of customer engagement. Explore cutting-edge strategies, emerging technologies, and best practices designed to elevate contact centre performance.

Engage in thought-provoking discussions and interactive sessions led by industry pioneers. Discover how AI, automation, and data analytics can transform customer interactions, drive efficiency, and create personalised experiences.

Don’t miss this opportunity to gain invaluable insights, network with like-minded professionals, and equip your contact centre with the strategies and tools needed to excel in an evolving digital world!

Join us and register today

Stay on top of the latest trends

Key speakers

Eve Psalti

Senior Director

Kristina Judina

Head of Customer Unit

Manu Pandey

Vice President CX Management/Business Growth Strategist – EMEA

Katalin Méry

Customer Service Director

Thomas Reby

Head of Hardware and Google Store, EMEA

Key topics

Customer effort score (CES): The most overlooked KPI?
Real-time monitoring vs. post-call analysis — Are you fixing problems too late?
Gathering feedback across every customer touchpoint: From insights to meaningful action
AI as the guardian: Detecting and preventing fraud in customer interactions
Motivating frontline agents vs. managerial roles
Cut costs without cutting quality: Where can you save without hurting CX?
What’s next? The future of contact centres in an AI-dominated world

Who Should Attend

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

Contact Centre
Digital Contact Service
Call Centre
Customer Support
Customer Service
Client Service
Self Service
Customer Care
Customer Operations
Omnichannel
Digital and Social Care
Digital Channels
Technical Support & Training
Customer Success
Customer Engagement
Multichannel
Competence and Training
Omnichannel Customer Support
Contact Centre Services
Customer Feedback
Conversational AI and Chatbot
Customer Remote Services and Support
Customer Insight & Satisfaction
Customer Platforms
CX Strategy
Cloud Communication