At Europe’s flagship customer contact event, AI dominates discussions and Nebi shows how it’s turning conversations into data-driven actions.
AI ruled CCW Europe 2026 in Amsterdam, with about 700 attendees and 50 exhibitors. Nebi showed off Unvox and Tikito, signaling a move from AI experiments to everyday tools in customer support. The big themes: risk, quality, and helping teams adopt new workflows. For shoppers, faster, smarter help is on the horizon; for businesses, plan for governance and measurable results as you adopt AI in support.
What’s next? More pilots across Europe and a continued push toward transparent, auditable AI in customer service. If you’re shopping for AI tools, start with clear metrics and staff training plans.
Artificial intelligence took center stage at Europe’s flagship customer contact gathering, CCW Europe 2026 in Amsterdam. About 700 attendees and 50 exhibitors spent three days talking through how AI can shape the way brands interact with customers. Nebi, a company building AI-driven customer support tools, joined as an exhibitor and sponsor, showcasing its Unvox and Tikito platforms.
Across booths and panels, the message was consistent: AI is no longer a niche topic in customer contact. It’s the anchor of strategy, with vendors and practitioners alike leaning into AI-powered agents, predictive insights, and smarter automation to personalize and speed up interactions. The energy on the showroom floor reflected a real appetite for practical AI, not theory alone.
Two themes kept surfacing. First, risk and quality. Attendees asked how to measure success, what to watch for when quality is critical in a support context, and how to guard against mistakes that could undermine trust. Second, people. Many organisations are trying to transform legacy systems and processes, and the hardest part isn’t the tech itself but getting teams to adopt new ways of working. Implementers want clear roadmaps, reliable data analytics, and governance to keep AI honest and useful.
Nebi’s presence underscored a broader trend: AI products are moving from experiments to integral parts of customer contact stacks. Unvox and Tikito are positioned as data-driven ecosystems that aim to automate routine interactions while surfacing actionable insights for human agents. In other words, AI isn’t replacing people so much as changing what people do and how they work with technology.
For readers who manage customer support, the takeaway is practical. The event signals that AI investments should be planned with a focus on quality assurance, transparent metrics, and retraining pathways for teams. It’s not about a single clever feature; it’s about building a repeatable, auditable process that improves customer experiences over time.
The conversations on the floor centered on practical AI use cases: faster response times, more personalized interactions, and better routing of requests. Vendors emphasized governance, data analytics, and measurable outcomes as essential parts of any AI rollout.
Nebi was among the notable exhibitors, highlighting how AI-powered platforms can blend automated and human support. The emphasis was less on flashy demos and more on deploying reliable, trackable AI that teams can trust and use daily.
For shoppers, the shift means you may see smarter self-service options, faster help, and more personalized recommendations when you contact customer support. For businesses, it’s a reminder to plan AI adoption with clear goals, governance, and a path for staff to adapt, not just a new gadget that promises to cut costs.
Expect more European operators to pilot AI-driven support tools in the coming months, with a focus on reliability, explainability, and trainer-led improvements. If you’re evaluating AI for your own contact center, start with concrete metrics for success and a plan for ongoing human oversight.
It’s Europe’s flagship event for customer contact where practitioners, decision-makers, and vendors discuss the future of customer interactions, including AI, automation, and data analytics.
About 700 attendees and 50 exhibitors participated, with Nebi among the exhibitors and sponsors, showcasing AI-driven customer support tools.
AI in customer contact affects how quickly you get help, how tailored your service feels, and how transparent the process is. It also signals what skills you or your team might need as more support work moves into automated systems.
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