Ozmo recently attended Customer Contact Week (CCW) 2026, held June 22-25 at Caesars Forum in Las Vegas. Recognized as the largest customer contact event in the industry, CCW brought together more than 5,000 attendees for over 181 hours of programming focused on customer experience, contact center operations and emerging technologies.
According to event organizers, 54% of Fortune 100 companies were represented at this year's conference, with attendees spanning industries including financial services, healthcare, technology and consumer goods. The event featured discussions on digital transformation, generative AI, workforce strategy and the future of customer engagement.
Key trends from CCW 2026
While AI remained a dominant topic throughout the event, many conversations shifted beyond implementation and toward responsible adoption. One recurring theme was the importance of humanizing AI in customer support. Industry leaders discussed how organizations are becoming more deliberate about where automation delivers the most value and where human interaction remains essential. Rather than replacing agents, many organizations are using AI to handle routine inquiries while empowering employees to focus on more complex, emotional and high-value customer conversations.
Trust also emerged as a major focus area. Multiple sessions explored growing consumer concerns around personalization, privacy and digital communication. Speakers emphasized that customers increasingly expect personalized and proactive experiences, but only when organizations can deliver them in a way that is accurate, transparent and respectful. As AI capabilities continue to advance, maintaining customer trust through responsible data usage, strong security practices and consistent communication was highlighted as a critical differentiator.
Connecting with customer experience leaders
Throughout the week, the Ozmo team connected with customer experience leaders from a range of sectors, including banking and financial services and telecommunications. Attendees also had the opportunity to see live demonstrations of the Ozmo platform, including virtual device and app emulators, remote video support, conversational support and interactive guidance designed to help organizations improve both customer and agent experiences.
CCW 2026 reinforced that while AI continues to transform customer contact, successful organizations are focused on balancing automation with human expertise, building trust through better experiences and empowering customers to get support through the channels that work best for them. For Ozmo, those priorities closely align with its mission of helping organizations deliver faster, more effective support while maintaining meaningful customer connections.
Organizations looking to improve self-service, empower agents and create more seamless support experiences can learn more about how Ozmo helps leading telecom, broadband and financial services brands deliver efficient, customer-centric support. Request a customized walkthrough to see Ozmo in action.
