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15th Annual members' event


customer experience
employee engagement
business strategies
contact center
Tech Innovation

In today's business world, customers can use a number of different channels to contact your company - voice, email, social media, sms etc. Finding the most cost effective and efficient way to manage these interactions is a challenge. Most will end up in the call/contact center or customer service center.

This event, the 15th annual BEST PRACTICES CX & Contact Center Conference aimed at those who operate in Europe, Middle East & Africa will help you with award winning strategies and tactics from the best in the region! It's the most highly rated event series for a reason - it's engaging and full of hundreds of practical ideas to help you achieve the NEXT GENERATION of Customer Experience (CX)!

In this NEXT GENERATION Best Practice CX & CC Conference you will hear from the business professionals who manage these challenges for their company and you learn about World Class:

  • Customer Experience & Loyalty
  • Employee Engagement Tactics
  • Social Media Management
  • Contact Center Operations
  • Business Leadership
  • Winning Sales, Marketing and Service Strategies  
Find out more below and on the event pages!

EVENT OVERVIEW why you need to be here!

LEARN, ENGAGE & NETWORK in the contact center world's most highly rated event

Presenting the Best in the RegionConfirmed presenters include the following 2019 World Champions

Company Overview:

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution in Saudi Arabia. BAJ is a client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with Shari'ah compliant financial services through professional and dedicated staff.

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customer, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5) Online Banking Help Desk 6) Branch Help Desk 7) Social Media Help Desk

Company Overview:

Renault S.A. is a French multinational vehicle manufacturer established in 1899. The company produces a range of cars and vans, and in the past, trucks, tractors, tanks, buses/coaches and autorail vehicles.

Role of the Center:

Customer Services and Contact Center (i.e. customer service and information requests, back office support, outbound campaing calls, social media support, road assistance)

Company Overview:

Established in 2010, Talksure is an authorised Financial Services Provider in terms of the South African FAIS (financial advisory and intermediary services) Act. We are a South African based contact centre which specialises in outbound sales and customer lifecycle management. Our product and services offering includes, customer services, premium collection, sales campaigns for in-house and partner brands and lead generation in both the domestic and international market. Talksure has over 800 employees, consisting of more than 500+ selling agents as back office staff covering areas of compliance, data management, software development, premium collection, training and development. Building on a culture of high performance, innovative business practice, care for our employees and the agility to act fast, Talksure has evolved into a major role player in the South African BPO industry.

Company Overview:

The contact Centre is the primary route of access for all Vonage Business Customers in the European and Australian market, throughout the customer lifecycle. This include sales, provisioning, billing, customer enquiries and retention as well as Technical support . The centre operate 24/7

To view details about the company and their contact center, use the scroll tool below and click on their logo!

Bank Aljazira
Saudi Arabia saudi

Renault Diyalog
Turkey Turkey

South Africa southafrica

United Kingdom uk

PRESENTERSa few of the confirmed speakers include (more to follow)


Dave D'Arcy


Senior Director International Customer Support | 20 Yrs in the industry.


Jacques De Beer


Managing Director | 4 Yrs in the industry.


Khaled Ramadan

Bank Aljazira

VP - Head of Digital Banking | 17 Yrs in the industry.


Erdem Genc

Renault Dialog

Director of Customer Service


Özlem Kılıçkaya

Renault Dialog

Marketing Communication Manager | 10 Yrs in the industry.

CONFERENCE RELATED VIDEOSVideos from past events - including a visit from a President of the USA!

BestI Operational Manager Smollan South Africa

WOW What an Amazing Event

WOW - Join this event!

I have been to other conferences as well and this is different

Vendor: I like to know what others are doing with technology

Top Ranking Performer Awards Now Open Conferences (2 min promo 2019)

2018 Best in the World Conference Prague Volume 3

2018 Best in the World Conference Prague Volume 2

2018 Best in the World Conference Prague Volume 1

Journey to the Best Contact Centers in the World Awards Finals 2018

2018 APAC Awards Gala Highlights

Day 4 - 2018 Next Generation Contact Centers Best in Asia Pacific

Day 3 - 2018 Next Generation Contact Centers Best in Asia Pacific

Day 2 - 2018 Next Generation Contact Centers Best in Asia Pacific

Day 1 - 2018 Next Generation Contact Centers Best in Asia Pacific

2018 Next Generation Contact Centers - Orlando Day 1

2018 Next Generation Contact Centers - Orlando Day 3

2018 Next Generation Contact Centers - Orlando Day 2

WOW Comments - NEXT GENERATION Contact Center & Best Practices Event

2018 Next Generation Contact Centers - Berlin Day 3

2018 Next Generation Contact Centers - Berlin Testimonials

2018 Next Generation Contact Centers - Berlin Day 2

How To Set Up & Update Your Profile - Training Video

President of the USA Speaks at a Awards Dinner Conferences - Golden Nuggets! Conferences - Highly Recommended! Conferences - the difference conferences and benchmarking Conferences - ideas!! Conferences - why attend? Conferences - Powerful Networking!

Jaques de Beer of Talksure SA on ContactCenterWorld Events

Malcolm Vining of ABSA on ContactCenterWorld Events

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Edna Pereira Astro on ContactCenterWorld Conferences

Stephen Abbruzzese Concentrix NZ on ContactCenterWorld Conferences

Utku Toprak Teleperformance Turkey on ContactCenterWorld Conferences

Christoph Stolp Tipico on ContactCenterWorld Conferences

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Stephanie McDonald Concentrix UK on Conferences

Martins Gagainis Lattelecom on ContactCenterWorld Conferences

Jasmin Aksan Astro on ContactCenterWorld Conferences

In ONE word what delegates said about our latest event!


southafricaSouth Africa

"There is a lot to learn from all parts of the world that will help you in your industry and make you much better."Presenter: Sunjveer Panday - Sales Manager

usUnited States

"I do like that it is vendor free! Love the international flair! Like the special guests ... even more international representation than expected ... great job getting people from around the world!"Presenter: Claudia Hawkins - Sr. Leader, Customer Experience & Loyalty


"Excellent best practice sharing floor, excellent opportunity to connect with a lot of new friends. ... Best communication channel:) "Presenter: Ekaterina Osina - CEO


"Hearing directly from the Doers makes a big difference. Get best practices from the industry, develop knowledge from the CC industry"Presenter: Valerie Sujobert - Global Service Delivery Manager


"This conference represents an opportunity to better understand the industry in the areas and realities we don't know so much and an amazing opportunity to networking with people all over the world with exciting backgrounds and experiences to share."Presenter: Ana Ferreira - Telemarketing Operations & Projects Manager Iberia


"The environment is friendly , professional & non threating. You cannot compare this with others as this is truly world class. You are among your peers & also among the best of the best. You can learn new things or validate what you are doing right."Presenter: Reuben Canagaratnam - Vice President, Caribbean Contact Centres - English & Spanish


"What a great day... Creating networks..... It's really a great opportunity to be here... Thanks a lot Contact Center World Team..."Presenter: Tapas Howlader - Customer Contact Center Manager


"Great Day! Great Event!!"Presenter: Mahmud Bin Alam - National Customer Service Manager


"It has been a great week, thanks everyone for the inspiring presentations!"Presenter: Lucia Pinto - EMEA Service Delivery Manager


"It's a good experience to be there and see new ideas"Presenter: Miray Yilmaz Okunakol - Strategic Accounts Director

southafricaSouth Africa

"The take back from the event was fantastic. You get to meet different people from different cultures. You get to exchange ideas with industry leaders. This event allowed me to grow as an individual . "Presenter: Sheena Shaik - Quality Assurance Supervisor

southafricaSouth Africa

"I did not expect such an event it exceeded my expectations, well done. It was absolutely an amazing experience. You learn a lot from it and you are able to network with the right people."Presenter: Sibusiso Ndaba - Team Leader

southafricaSouth Africa

"This is a great opportunity to benchmark industry standards, gain new information and network beyond. "Presenter: Vanie Subramoney - People Development Consultant

southafricaSouth Africa

"The best practices shared and networking opportunities that present themselves is awesome. Raj and Team, well done, The event was incredible and i must say it really did it for me!!"Presenter: Bharat Parshotam - Head of Direct Delivery


"This conference was an opportunity for many call center professionals to express and showcase what they are doing. "Presenter: Kassondra Riley - Assistant Executive Director


"Very well organized, friendly atmosphere, structured and promoting to get out of comfort zone and build warm relationships. Such a good example enabling people to interact "Presenter: Koray Bebekoglu - Director


"Inspired a lot from the people participated. I contacted most of them and took back tips for improving rewarding system, performance and customer satisfaction KPIs. Friendly atmosphere in an event that looked like Oscar's finals"Presenter: Maria Kotsyfaki - Business Developement Director

southafricaSouth Africa

"Awesome conference, very insightful. Great tips and ideas. "Presenter: Renée Thomas - Senior Manager Operations


"Here I saw people who are dedicated and enthusiastic in their work. People who love their work presenting with honesty what they are doing, what is working and what is not."Presenter: Skuli Skulason - Managing Director (CCO)


"Excellent event, excellent organization and excellent best practices sharing . Thank you so much for this week!"Presenter: Sandra Costa Martins - Vice President of Business Development


"The event was even better than I expected, as I could learn from other people's projects from all over the world and have the chance to network."Presenter: Mariana Arnaut - Manager of Customer Service Change Management

southafricaSouth Africa

"Overall experience was excellent, could not ask for more."Presenter: Mithum Singh - General Manager - Operational Support


"Learn the best pratices from the best in the industry - it's an enriching event to everyone."Presenter: Carla Basilio - Head of Development & Optimization of Customer Care Ops


"It's a great way of meeting people from other countries and other sectors but who face the same challenges as we do on a daily basis. It's a great way to see what other companies and contact centers are up to and to get some very good ideas that you can decide to implement yourself and raise your own bar."Presenter: Pedro Gomes - Chief Operating Officer

ukUnited Kingdom

"Excellent opportunity to learn and get tips from other colleagues from the industry!!"Presenter: Vanesa Criado Silvar - Operations Manager

southafricaSouth Africa

"Thank you so much for this! Awesome experience"Presenter: Ronelle Cain - CCM DStv Digital Care


"I liked the diversity of the businesses represented by the attendees & the similar job but differ in many ways we do on daily bases. I learnt a lot about the novelties & way of managing employees, career & professional development of employees."Presenter: Tunde Hubina - Customer Care Director


"The fact that everybody takes a full participation (or at least has the opportunity to do so) & shares concerns, challenges & lessons learned is a key differentiator."Presenter: Gustavo Madeira - Director

UAEUnited Arab Emirates

"A must attend conference if you are serious & want to improve the service currently delivered to your customers. Top tips for everyone on how to improve your business, your people & your service."Presenter: Emil Seyfferdt - Retail & Contact Center Development Manager


"This is an event where you can listen to the best practices in the industry, share your experience & network with the professionals of the industry. Everyone is so willing to share what they are doing, so you can benefit as much as you want."Presenter: Mine Ozkut - Business Development and New Operations Division Head


"It was an amazing conferences & learned many new ideas, I strongly recommend to everybody ... It was an amazing conferences & venue. If you 'd like to make benchmarking, to find your development areas, to meet with new people & share your best practices, your ideas your tips. this is the right place you should be"Presenter: Erbil Topgul - Call Center Line Manager


"The event it's been very interesting because we had the opportunity to share best pratices with the best performers in the industry"Presenter: Joaquim Costa - Customer Service Improvement Manager

ukUnited Kingdom

"ContactCenterWorld conferences are a great way to open your mind and increase your knowledge of the Contact Center Industry. It is a great way to share your own experience with the rest of the world."Presenter: Christelle Correia - Operations Director / Life Coach

southafricaSouth Africa

"This is the event to attend if you are passionate about the contact centre environment & you wish to get practical hands on tips from peers in all areas of the industry. I do not attend any other conferences or events anymore."Presenter: Tamsin Bradford - Head of Support & CX


"This is a perfect opportunity to see best cases in the industry and to meet with different people from different countries/cultures and exchange ideas. Every year, it inspires me with new ideas to implement"Presenter: Vildan Cal Özel - Operations Director


"Fantastic conference - amazing networking abilities, it was a real pleasure!"Presenter: Philippe Belhomme - Traffic Manager ING Contact Centre


"Excellent networking opportunity and a conference where you can learn whats happening in the industry. Contact center World is the oxygen of the industry. Resisting change is like holding your breath, if you persist, you die so attend and learn from your peers."Presenter: Paul Kavanagh - Managing Director

ukUnited Kingdom

"The openness of all presenters was refreshing, and it was a pure best practice event. There's no point in re-inventing the wheel when so many great best practice ideas and initiatives already out there, and are freely available during the course of this conference... plus you won't be pestered by vendors!"Presenter: John Connolly - Head of Innovation


"This event tops all previous events i attended. Cannot name them but they were in sweeden, france, Jordan, and two other countries but this one is more serious ... the most enjoyable, yet condensed learning experience in the contact center world"Presenter: Ghassan Anabtawi - General Manager

southafricaSouth Africa

"It was an amazing event - very well organised - professional - nice ideas to implement - & lots of fun :)"Presenter: Halima Baksha - Assistant Manager - National Contact Centre

ukUnited Kingdom

"Attended contact centre world Emea conference in London. Well organised Raj and some great presentations."Presenter: Les Blacker - Operations Director - Europe

LEARN FROM THE BEST hundreds of ideas and best practices

  • The Latest Best Practices in CX from those leading the field
  • How to Run a World Class Contact Center
  • Leadership and Team Management best practices
  • Social Media Management and how contact centers support the channel
  • Campaign Management - sales / direct response / outbound programs for CX success
  • Technology - innovation and solutions that are developed internally for CX and CC 
  • Customer Loyalty - Improve your service and increase profits
  • Supporting the CCr for Success - HR, Workforce Planning, IT - how these professionals support the business and how to get more from your teams
  • Outsourcing - How to work with 3rd party suppliers who support your CX
  • Help Desks - how they run, how to be a top performer
  • Training the best ways to engage your staff and therefore improve CX
  • Employee Engagement - how to engage, motivate and inspire them for success
  • Home / remote Agent Teams - how to set up programs and run them successfully

       ... a full program designed to help any CX and/or CC professional learn more
           and become more valuable to their company!

      PLUS, You will literally walk away with hundreds of new, refreshing ideas from the best in the region! 

       and remember this is the contact center world's most highly rated event
       - a whopping 100% of delegates say they would recommend it!

GET YOUR CERTIFICATE in contact center best practices

Attend the event and you could qualify for this prestigious annual certificate to show off your knowledge. Add a logo to your LinkedIn profile and email to show off your professional status!

We would like to congratulate the members pictured below who are some of our latest recipients of the Certificate in Contact Center Best Practices!


winning business
contact center

Who Should Attend? Industry professionals looking for best practices and to add value to their company and their career!

The event is ideal for:

  • VP's,  Directors, Senior Managers - involved in running or strategy for CX Customer Experience, CC Contact Centers and customer service/sales centers, Help Desks

  • HR Personnel, Workforce Managers, IT Managers - looking for best practices!

  • Supervisors/team managers - and even rising stars in your business who are engaged in any aspect of CX or CC!

  • Consultants - who advise business on CX or CC Contact Centers

  • Hardware / Software and Service Providers - wishing to learn current trends and challenges

     ... Anyone who either runs, sells to or supports CX / CC operations.

     NOTE: Everyone pays the same - unlike some events where those who sell solutions pay more,
     we treat everyone the same!

Who Typically Attends? Industry professionals looking for best practices and to add value to their company and their career!

Top professionals from the region including those within the following sectors:

  • Banking / Finance / Insurance
  • Government
  • Utilities
  • Healthcare
  • Business Services
  • Telecoms
  • Distribution
  • BPO/Outsourcing
  • Charity / Not for Profit
  • Travel / Tourism

This event attracts delegates from all over the region - its probably the most multi-national event in Europe, Middle East & Africa! 

Typically we attracted delegates from:
Saudi Saudi Arabia
South Africa South Africa
CZECH Czech Republic
Malta Malta
France France
Spain Spain
Portugal Portugal
Belgium Belgium
Russia Russia
Austria Austria
Qatar Qatar
Greece Greece

Awards Gala Dinner Join in celebrating the best in the industry!

Join us at the awards gala dinner to wrap up the amazing conference! We will have fun and celebrate the best of the best as we recognise this years Top Ranking Performers Awards and present medals and awards to those who are voted the best at the conference! 

DELEGATE TESTIMONIAL VIDEOSDelegates Share their thoughts on these events from

WOW What an Amazing Event

WOW - Join this event!

2018 Next Generation Contact Centers - Berlin Testimonials

Gerhard Landry of Webhelp on ContactCenterWorld Events

Malcolm Vining of ABSA on ContactCenterWorld Events

Bharat Parshotam of ABSA on ContactCenterWorld Events

Jaques de Beer of Talksure SA on ContactCenterWorld Events

Stephanie McDonald Concentrix UK on Conferences

Utku Toprak Teleperformance Turkey on ContactCenterWorld Conferences

Ozge Tekalp Turk Ekonomi Bankasi on ContactCenterWorld Conferences

Martins Gagainis Lattelecom on ContactCenterWorld Conferences

Gert Jacobs Multichoice on ContactCenterWorld Conferences

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Mthokozisi Nsango Multichoice on ContactCenterWorld Conferences

Christoph Stolp Tipico on ContactCenterWorld Conferences

Sercan Salgin Turkcell Global Bilgi on ContactCenterWorld Awards and Conferences

Marlon Samson Multichoice on ContactCenterWorld Awards and Conferences

Les Blacker HGS on ContactCenterWorld Awards and Conferences

Khaled Ramadan Bank Aljazira on ContactCenterWorld Awards and Conferences

Bathembu Futshane DSD SA on ContactCenterWorld Awards and Conferences

In ONE word what delegates said about our latest event!

Brian Dcosta - DHL UAE

Marlon Samson - Multichoice South Africa

Fatima Sullivan - DHL Sub Saharan Africa

Tulay Dogrular - Teleperformance Turkey

PJ Fouche - Advance Call South Africa

Emre Ozmen - Samsung Turkey

Sercan Salgin - Turkcell Global Bilgi (Turkey)

Garanti Bank


Adelina Holding LLC

Vodafone Qatar

DHL Express Turkey


Brian Flygare - Credit Europe Bank

Turkcell Global Bilgi


Randstad Portugal

Hinduja Global Solutions UK Ltd.


TEB (Turkey)

CMC Turkey


La Caixa

Desjardins Card Services


DHL Express Qatar

Inter Active Technologies South Africa

Savant People Development

Mellon Poland

Montepio Portugal

DHL Express UK

BNP Paribas Ukraine

4life Direct Poland



Khaled Ramadan - Bank Aljazira

NBG - Nektarios Mavrelis

Standard Bank - Jasmina Ajoodha

Milena Linhartova - CEZ

First Data Hellas - Giannis Tsitsanis









Contact Center Visits! Combine your attendance with visits to centers at the destination city or en route

Looking for a custom tour on your travels?

If you want to stop over on your way to one of our events to visit a contact center or two, let us know - we will be glad to see how we can assist you and your group. We also have details of our Contact Center Exchange Program at this page 

Help Sell the Idea to your Boss! How to justify the investment to your leadership

When it comes to this event, sometimes you need a little extra help to persuade your boss this is a really worthwhile investment in your time and the corporate funds.

Remember, this is perhaps the fastest way to learn best practices and if you can take a few ideas back that will help your center, it can pay for itself many times over!

We have a dedicated page with information to help you at this link

Added Value - Increase Your ROI Tools to Help You Get More Out of the Event!

Full access to presentation slides and conference videos* online after the event

We will make sure you are networked with delegates from the event so you can stay in touch post the event using our fantastic online chat and messaging tools!

We offer translation equipment to rent for groups of 4 or more so you can bring along staff members who may not understand English (all sessions in English). Details here

*Videos shared by presenters.

Foreign Visitors

Do I need a visa? Click Here

(note if you require a Visa letter from us stating you are attending our event, you can obtain one from our system only after you have purchased a ticket for the event - our system will give ticket holders a link to personalise a letter for immigration that they can use with their visa application. We are not able to issue any letters without a ticket purchase)


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