Customer Contact Week 2026 will be held June 22 to 25, 2026 at Caesars Forum in Las Vegas. As a major global CX event, it brings together leaders and innovators shaping the future of customer experience, bringing together strategy, technology, and service excellence in one place.
Attendees can explore tools, learn best practices, and connect with contact center outsourcing partners. CCW 2026 offers expert-led sessions that address real-world challenges, along with interactive panels designed to share insights on the latest CX trends.
Customer Contact Week 2026 at a Glance: Scale and Reach
Here’s a snapshot of the event’s size, reach, and overall industry presence.
- Location: Caesars Forum, Las Vegas
- Dates: June 22 to 25, 2026
- Attendees: 5,000+, including 54% from Fortune 100 companies
- Sessions: 300+
- Programming: 275+ hours
- Focus: AI, automation, and customer experience strategy
Who Should Attend
It is most relevant for teams and professionals in customer experience, service operations, and contact center strategy.
- CX leaders and decision-makers
- Contact center managers
- Customer support and operations teams
- Outsourcing and BPO buyers
- Technology and transformation leaders
It also aligns closely with CX Leadership Summit discussions, making it especially relevant for senior decision-makers leading customer experience transformation.
What to Expect
This event offers various opportunities to learn, connect, and grow, creating practical value for customer experience professionals. Here’s an overview:
Expo Hall and Exhibitors
It will feature an expansive expo hall with over 200 solution providers. CX technologies across AI, cloud, analytics, and automation will be showcased, giving attendees access to the newest solutions in the market.
Live Demos and Interaction
The space is designed for live demos, one-on-one meetings, and direct engagement with vendors.
Networking Events
Building professional relationships is at the heart of this event. Short breaks during the day will allow for informal conversations, and evening gatherings will offer a more open setting. Overall, these moments are designed to bring together vendors, buyers, and speakers without too much structure.
Keynote Sessions and Panel Discussions
Each morning will kick off with a high-profile keynote speaker, including CEOs of top contact center tech firms and renowned customer experience authors. These sessions will set the day’s tone, spark new ideas, and provide thought leadership on modern customer engagement challenges.
CCW Executive Exchange
CCW 2026 will host an exclusive Executive Leadership Exchange tailored for directors and senior CX leaders. This closed forum will feature private sessions, interactive roundtables, and peer benchmarking, with discussions centered around transformation, infrastructure, and evolving customer contact strategies. Learning Sessions and Labs
Learning Sessions and Labs
Most workshops and labs are expected to be held on Tuesday (23rd June), focusing more on practical learning at a leadership level. The aim is to move past simple concepts and give attendees space to try new approaches in AI and automation.
Interactive sessions will showcase live demos of agentic AI handling intent and workflows as they happen. Some sessions may feel more technical, while others focus on applying these tools in everyday CX operations. There’s also attention on voice AI and how it fits into current service models, which is still evolving for many teams.
Workshops may cover areas like journey mapping and workflow improvements. Attendees can discuss ideas, review personas, and identify where processes can be simplified. The goal is to leave with something practical, not just theory.
Focus Areas and Emerging Trends
The key themes discussed at CCW will focus on digital transformation strategy, the latest advancements in AI, ways to manage agent burnout, and networking with experienced professionals.
Generative AI and Smarter Automation
A major focus will be how businesses go beyond basic AI tools. The discussion is likely to look at smarter automation that improves efficiency, while still keeping a human layer in key areas.
Rising Customer Expectations
Another major theme is expected to be the shift in customer expectations. There’s growing demand for better personalization, along with continued interest in human or in-person support options. At the same time, satisfaction levels remain uneven, which raises some practical challenges.
The Future of Agent Experience
Agent experience will likely stay in focus. As burnout and turnover continue to be concerns, the emphasis is expected to be on supporting agents through technology instead of replacing them entirely. It is a slow, ongoing shift.
Omnichannel Integration
Ensuring a consistent experience across channels is expected to be another priority. Businesses are working toward connecting voice, social media, and self-service platforms so interactions feel more unified, even when they happen separately.
Data-Led Personalization and Seamless Self-Service Journeys
There will be increasing attention on using data for better personalization. AI and customer insights allow teams to respond in a more targeted way, even if it’s not perfect. At the same time, efforts are being made to expand self-service and reduce direct support dependency.
Leadership and Culture
A top focus area will also be leadership and culture, with a stronger emphasis on alignment, adaptability, and supporting teams through ongoing change in CX transformation.
These ideas are not limited to the event and are actively shaping CX strategy changes, especially in outsourcing and transformation.
Key Implications for Outsourcing Buyers
The themes have clear effects on outsourcing and call center strategy, especially around CX and BPO partner selection. Engagement models include full outsourcing for end-to-end management and co-sourcing setups that extend in-house capacity when needed.
Today, there is a clear demand for a multi-competency model by enterprises, as they now look for integrated capabilities:
- Functional consultants to optimize CX processes
- Data analytics to improve decision-making
- Technology support for cloud migrations and AI enablement
As digital CX scales, so do expectations around privacy, compliance, and operational continuity. Organizations are focusing on partners with robust governance systems and industry-specific certifications.
Why Attend CCW 2026 in Las Vegas
Large CX events can feel similar on the surface, but not all of them offer practical value. Some focus too much on ideas without showing how they actually work. CCW 2026 is expected to be a bit different, though. It gives a mix of sessions, discussions, and interactions that are more grounded in real use cases.
Learn Customer Contact Strategies
A key reason to attend is to understand how customer contact strategies are evolving. Sessions will cover areas like automation, service delivery, and customer experience design. This matters because it helps organizations keep pace with changing customer expectations, improve efficiency, and deliver more consistent, high quality experiences across every channel.
Connect with Customer Contact Experts
There’s also a chance to connect with people who work directly in CX operations, including consultants, vendors, and internal leaders. Some conversations may be structured, while others happen more casually, but overall they help provide a clearer understanding of how different teams approach similar challenges.
Build a Culture of Customer Success
The event focuses on more than tools. It highlights team culture, agent experience, and consistent service delivery. These areas take time to improve, but they help strengthen CX from within.
Inspire and Network with Professionals
Even with its open and flexible format, networking is a key part of the experience. It encourages idea sharing, comparison of methods, and selective takeaways that can shape workplace thinking.
Final Takeaway
This year’s Customer Contact Week promises a comprehensive experience spanning learning, networking, and innovation. The insights from this event can serve as a strategic compass for your CX roadmap. Whether you’re scaling internal support operations, exploring outsourced partnerships, or modernizing your tech stack, this year’s trends point to a new level of maturity in how customer experience is delivered and measured.