What to expect at Customer Contact Week Las Vegas 2026

Customer expectations continue to rise, and organizations across industries are looking for new ways to deliver faster, smarter and more personalized support experiences. From June 22-25, customer experience and contact center leaders will gather at Customer Contact Week (CCW) Las Vegas 2026 at Caesars Forum to explore the technologies, strategies and trends shaping the future of customer support.

As one of the industry’s largest events, CCW Las Vegas is expected to bring together more than 5,000 attendees from sectors including financial services, healthcare, technology, telecommunications and more. The annual event serves as a forum for customer contact professionals to exchange ideas, evaluate emerging technologies and learn from leaders tackling today’s most pressing CX challenges.

Key themes shaping the conversation

This year’s agenda reflects the rapid evolution of customer service and support. Across keynote presentations, workshops and networking sessions, attendees can expect discussions centered on:

• Artificial intelligence and automation

• Digital transformation strategies

• Customer experience best practices

• Workforce engagement and remote work

• Leadership development and organizational culture

• Emerging technologies shaping customer interactions

Several sessions highlight the challenges and opportunities facing customer contact leaders today. The future of customer contact and CX: Executive priorities in 2026-2027 will explore how executives are approaching AI adoption, workforce transformation, personalization and channel strategy as customer expectations continue to evolve.

For attendees looking for a practical perspective on AI implementation, Build your own voice agent: A hands-on workshop will examine what it takes to move voice AI from proof of concept to production, including lessons learned from enterprise deployments across financial services, telecommunications and consumer technology.

Meanwhile, Empathy without accountability fails. Accountability without empathy breaks teams will examine the role emotional intelligence plays in employee retention, burnout, customer loyalty and overall performance.

Together, these discussions reflect a broader industry focus on balancing technological innovation with the human elements of customer experience.

Exploring new technologies

Beyond educational sessions, the CCW expo hall remains one of the event’s biggest attractions. Attendees will have opportunities to evaluate solutions from technology providers across areas such as AI, analytics, customer experience management and contact center operations.

Live demonstrations, one-on-one meetings and hands-on product experiences give attendees the chance to compare technologies and identify solutions that align with their business goals.

For organizations evaluating ways to improve self-service, reduce support costs and streamline customer journeys, the expo floor provides a valuable opportunity to see emerging innovations in action.

Connect with Ozmo at Booth #1001

Ozmo will be exhibiting at Booth #1001 throughout the event and looks forward to connecting with customer experience, support and digital transformation leaders across industries.

The team is especially interested in meeting with organizations in banking, financial services, telecommunications and broadband that are looking to improve support experiences while driving operational efficiency.

Visitors to the booth can see firsthand how Ozmo’s support solutions help organizations empower both customers and agents through:

• Virtual device and app emulators

• Interactive tutorials and guided experiences

• Remote video support

• Conversational Support powered by generative AI

Schedule a meeting with Ozmo at CCW to discover how these solutions help organizations reduce support effort, improve self-service adoption and deliver more consistent customer experiences across channels.