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CX FilesAuthor: Mark Hillary and Peter Ryan
CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today. Language: en Genres: Business, Management Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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CCW Berlin 2026 - Feedback Direct From The Floor
Episode 407
Thursday, 12 March, 2026
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/ -------- 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.
