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16th Annual
Optimising Contact
Centres Summit

24 – 25 September, 2025

Flemings Hotel Wien-Stadthalle

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16th Annual Optimising Contact Centres Summit 1

Speakers

Summit will host speakers from the world’s leading companies

Mery Katalin Deutsche Telekom

Katalin Méry

Customer Service Director

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Thomas Reby Google

Thomas Reby

Head of Hardware and Google Store, EMEA

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Eve Psalti Microsoft

Eve Psalti

Senior Director

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Manu Pandey Swiss Re

Manu Pandey

Vice President CX Management/Business Growth Strategist – EMEA

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Kristina Judina Elisa

Kristina Judina

Head of Customer Unit

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Ahmed Nasr Danone

Ahmed Nasr

Operations Director Egypt and Director Milk Africa & Turkey

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Khaled El Sharkawy Americana Foods

Khaled Elsharkawy

Integrated Supply Chain Senior Director

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Mueen Uddin Siddique

Senior Director – Access Network Procurement

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Chamath Nawaratne Air Liquide

Chamath Nawaratne

VP & CPO Middle East &Africa

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Shannon Hore Abu Dhabi Airports

Shannon Hore

Senior Vice President Procurement and Logistics

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Sandeep Sharma 400Alamar Foods

Sandeep Sharma

Director Group Procurement & International Markets Supply Chain

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Hottest topics

More details about what will be discussed this annual

New Lessons Learned
New Opportunities Unlocked

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.

New Lessons Learned
New Opportunities Unlocked

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!
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Look at the Main Topics
Of Our Conference

  • 01Customer effort score (CES): The most overlooked KPI?
  • 02Real-time monitoring vs. post-call analysis — Are you fixing problems too late?
  • 03Gathering feedback across every customer touchpoint: From insights to meaningful action
  • 04AI as the guardian: Detecting and preventing fraud in customer interactions
  • 05Motivating frontline agents vs. managerial roles
  • 06Cut costs without cutting quality: Where can you save without hurting CX?
  • 07What’s next? The future of contact centres in an AI-dominated world
Learn more About Topics
Learn more About Topics

Early bird tickets available

Month of early booking discounts

Discount

20 %

24 April - 12 May, 2025
Valid for the first two weeks after the release of the conference on the market
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Discount

10 %

13 May - 27 May, 2025
Valid on the 3th and 4th weeks after the release of the conference on the market
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Discount

0 %

From 27 May, 2025
After the discounts are over, you will be able to purchase tickets at full price
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Testimonials

What our users say about our conferences

Great content, great speakers, diverse presentation topics. Definitely worth attending.
Nestle
Head of Digital and CRM
This event had helped me to understand what are the trends in Europe and all over the world in customer service and sales.
Société Générale Group
Customer Service and Digital Sales Unit Head
It was a very fruitful session which provided me with overall 360-degree knowledge about the contact centre of today and tomorrow.
Raiffeisen Bank
Head of Contact Centres
Extremely insightful and valuable exchange! Thank you very much for bringing us together!
Allianz
Head of Contact Centre Capabilities
The presentations were very good and brought a lot of insights
Nobel
Director of Business Development
Thank you very much for organising this event. Very good and open atmosphere, transparent and professional.
IKEA
Customer Point Manager
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Photos From Our Summits

Few photos from our events

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    16th Annual Optimising Contact Centres Summit
    (24 – 25 September 2025 | Vienna)

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