Daniel Castilla, Alliance BPO rep from Mexico, calls out agentic AI hype and pushes for practical tools, training, and BPO-focused solutions. Humphrey Davies, founder of BPO Search, celebrates CCW’s networking power and scouting of European BPO partners. They discuss conference vibes, overemphasis on AI, the need for clear use cases, and the value of international connections.
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insights INSIGHT
Conference Strength Is Global Networking
CCW Berlin is highly international and valuable mainly as a networking venue that brings global buyers, vendors, and BPOs together.
Peter Ryan and Humphrey Davies both emphasised the Estrel lobby and events as the place where most high-value meetings and cross-border connections happen.
insights INSIGHT
CCW Turns Into An AI Tech Fair
Attendees found CCW felt more like a tech and AI trade show than a contact centre event, with many exhibitors focused on automation and AI agents.
Monika Röhr-Łukasik said this shift surprised her and will inform whether her company should exhibit next year.
question_answer ANECDOTE
Fifteen Years Watching CCW Globalise
Humphrey Davies recounted attending CCW for 15 years and watching it internationalise from a mostly-Brit crowd to a pan-European and global show.
He highlighted discovering new BPO geographies like Kosovo, Romania, and Bulgaria as a recurring benefit for sourcing vendors.
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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?
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.
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