CCW 2026 took place at the end of February 2026 in Berlin. Peter Ryan was there on the conference floor. He took a microphone and tried to capture several comments and ideas from the delegates - what was the conference about and what were the key themes that people in CX are focused on in 2026?

https://www.ccw.eu/en/

CCW conference delegates who spoke to Peter Ryan:

Monika Röhr-Łukasik

Axendi

https://www.linkedin.com/in/monika-r%C3%B6hr-%C5%82ukasik-596b3932/

Humphrey Davies

BPO Search

https://www.linkedin.com/in/humphrey-davis

Daniel Castilla

Alliance BPO

https://www.linkedin.com/in/daniel-castilla-328b0734/

Corina Amza

Rockstart

https://www.linkedin.com/in/corina-a-73650660/

Chrissie Porter

CCMA

https://www.linkedin.com/in/chrissie-spencer/

Simon Rainbow

Pose CX

https://www.linkedin.com/in/simon-rainbow-5197393/

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NOTE: this recording was made on the floor of the CCW conference so the sound quality is not the usual quality we would use on the podcast, but we live and learn about the best ways to report from events like this!

Summary:

Mark Hillary and Peter Ryan discuss the CCW Berlin 2026 show, highlighting the event's international reach and focus on AI. Peter interviewed a number of people on the floor of the conference.

Key points included the need for broader event content beyond AI, the importance of networking, and the challenge of differentiating AI solutions. Attendees appreciated the international networking opportunities but criticized the over-focus on AI. Simon emphasized the need for clear AI use cases to enhance agent and customer experiences. The event was praised for its networking potential and international representation.