In May 2025, Staffino took part in one of the year’s most anticipated CX industry events—the 15th Annual CC Summit Madrid, hosted by BINA. The summit brought together over 70 senior decision-makers and solution providers from across Europe to discuss the evolving landscape of contact centre customer experience.
Representing Staffino were Tomas Rosputinsky (CEO & Co-Founder), Jan Gabauer (XM Director), Miroslav Prochazka (Regional Sales Manager), and Michal Kubala (Customer Success Manager). With an audience full of CX leaders and innovation champions, it was the perfect stage for Staffino to share insights and demonstrate the impact of our contact centre customer experience solution. Here’s a recap of the key takeaways from the summit!
Inside BINA’a CC Summit Madrid: How to Improve Customer Experience in Contact Centres in 2025
Held in Spain’s vibrant capital, CC Summit Madrid 2025 focused on next-gen strategies, tech innovations, and human-centred leadership in the contact centre industry. Over two days, industry experts explored pressing contact centre topics such as the integration of AI, automation, employee motivation and empowerment in customer service roles, and data-driven CX.
Attendees engaged in interactive sessions, panels, and private business meetings—all designed to help companies improve the performance of their contact centres, build customer loyalty, and future-proof their operations.
Staffino on Stage: What Is Contact Centre Experience Missing?
On the first day of the event, our CEO, Tomas, delivered one of the summit’s standout presentations titled: “Why Don’t Kids Dream of Becoming Call Centre Agents or Shop Assistants?”
In his talk, Tomas explored the perception gap around customer-facing roles and how organisations can transform these careers into aspirational ones. He highlighted how real-time customer feedback, performance transparency, and employee recognition can not only improve CX outcomes but also reignite purpose and pride in frontline roles.
The session drew attention for its practical take on linking customer experience improvements with revenue, and showcased how advanced VoC (Voice of the Customer) programs and ROI tracking can elevate CC agent motivation and retention.
How Staffino Is Powering Contact Centre Customer Experience Worldwide
In addition to the presentation, Staffino also hosted its own booth, which became a hub for engaging discussions with CX leaders from sectors like insurance, banking, retail, and beyond. Our team had the chance to connect with dozens of decision-makers and share how our call centre experience management solution can help drive measurable improvements.
As showcased at the summit, Staffino’s customer experience management platform is built specifically to help contact centres:
- Enhance customer satisfaction and loyalty
- Boost employee motivation and reduce agent churn
- Drive profitability by connecting CX metrics with business outcomes
Whether it’s a team of 20 or 2,000 agents, our platform enables contact centres to track NPS, CSAT, FCR, and other critical metrics in real time, while offering closed-loop feedback management, employee recognition, and gamified performance tracking.
We also integrate with top platforms, including Cisco, Genesys, Amazon Connect, Five9, and Webex Contact Centre, making implementation seamless and scalable.
Proven Success: Customer Experience Call Centre Case Studies That Speak Volumes
Want proof that it works? At the summit, we spotlighted some of our most impactful success stories:
Reducing Attrition & Saving €500K
Orange Slovakia, part of a multinational telecommunications corporation with over 260 million customers worldwide, used Staffino to combat agent attrition.
With real-time feedback and e employee engagement tools, they cut voluntary attrition by 4% in just two years, saving an estimated €520,000 in recruitment, training costs and unproductive time.
Improving NPS by 15 pp. In a Year
Financial services provider Cofidis Slovakia used Staffino to monitor NPS and CSAT across their contact centres. By implementing a closed-loop feedback process, they significantly improved customer loyalty, increased NPS by 15 percentage points and cut the detractors by 5.9% between 2021 and 2022.
These stories are a testament to what happens when data, motivation, and leadership come together in the contact centre.
Personal Highlights From Our Team
One particularly memorable moment was our team’s chat with Cristina Moura, Head of AI Communities and Ecosystem Engagement at MEO, following her insightful presentation titled: “Building Intelligent Ecosystems: The AI Revolution in Collaboration”.
Cristina explored how AI assistants are transforming contact centres by boosting agent performance, improving service delivery, and reducing costs through intelligent contact deflection and triage. Her take on human-AI synergy in complex interactions sparked a great discussion with our team around the shared vision of AI-powered contact centre experiences.
And yes—in the true spirit of collaboration, we gave Cristina our “ROCK & ROI” stickers for her and her team. She proudly added one to her already epic, sticker-covered laptop. Safe to say, it was a match made in CX-geek heaven. 😉
We also had some great rooftop conversations with Mijat Pejić, Head of Customer Care for Switzerland and Austria at MediaMarkt Österreich GmbH, following his engaging session on “AI in Business: Building Effective Teams.” Mijat, who is impressively customer-oriented, shared exciting business cases and thoughts on collaborating with tech suppliers, as well as the customer’s perspective on AI shortcuts in care. We also dove into an insightful discussion about NPS — its pros, its pitfalls, and whether it truly reflects the present-day customer experience.
Joining the rooftop conversation was Roberto D’Agostini, Head of Group Operational Excellence & Organizational Management at Allianz, who brought a strategic lens to the dialogue around operational excellence and customer-centric transformation. Let’s just say, when you mix a rooftop, drinks, CX pros, and a few AI jokes, the insights flow freely.
We also had the pleasure of meeting Tatiana Livadaru, Contact Centre Manager at Moldindconbank—the oldest bank in Moldova. She came to the summit eager to soak in what contact centres around the world are doing to improve, innovate, and deliver better customer experiences. We had a great chat and even snapped a photo together to mark the moment.
Conclusion: The Human Touch Still Matters in a Digital World
CC Summit Madrid 2025 was a clear signal that the future of contact centres is hybrid—powered by AI and automation, but guided by empathy, feedback, and human insight. Staffino is proud to be at the forefront of this transformation, helping contact centres worldwide deliver better experiences for both customers and employees.
Want to see what we can do for your contact centre? Explore our customer experience solution for call centres today!
Get a First-Hand Experience Today!
Staffino is the perfect tool for creating engaging surveys, tracking performance, responding to customer feedback, and rewarding top employees. Get started today with our FREE demo!
