From The Next Web · Mariam Kvitsiani · · 1m 30s
What Europe's customer contact event revealed about AI
At Customer Contact Week Europe 2026, 700 attendees showed AI has moved from niche to central, but organisations worry about risk and bringing teams along.
In brief
At Customer Contact Week Europe 2026, 700 attendees showed AI has moved from niche to central, but organisations worry about risk and bringing teams along. Customer Contact Week Europe 2026 revealed AI dominates the industry conversation, but practitioners worry most about managing risk and helping teams adapt to new…
Seven hundred gather in Amsterdam
Customer Contact Week Europe 2026 brought together around seven hundred attendees and fifty exhibitors over three days in early October to discuss the future of customer contact.
The right people in one room
The conference attracts practitioners, decision-makers and innovators directly involved in shaping customer contact, making conversations deeper and faster than at most events.
AI is now the central topic
Artificial intelligence is no longer a niche topic in customer contact. Every booth, panel and conversation circled back to AI-powered agents, AI-driven insights and smarter automation.
“artificial intelligence is no longer a niche topic in the customer contact industry. It is the topic.”
Practitioners worry about risk
Talking directly to practitioners, two themes surfaced repeatedly. The first was risk: people wanted to understand not just what AI can do, but what can go wrong in customer-facing environments.
Teams struggle with transformation
The second theme was people. Many organisations said the hardest part of transformation is not technology itself, but bringing teams along, especially those working with decades-old infrastructure.
“the hardest part of transformation is not the technology itself, but bringing their teams along.”
Industry needs partners for full picture
Nebi takes from the event a clearer sense of what the industry needs: partners who engage with the full picture, the excitement and the complexity of getting there.
The bottom line
Customer Contact Week Europe 2026 revealed AI dominates the industry conversation, but practitioners worry most about managing risk and helping teams adapt to new systems.
