Customer Contact Week Las Vegas is the largest gathering of customer experience and contact center leaders in the world. More than 5,000 attendees convene at Caesars Forum every June, with representation from over half of the Fortune 100, across financial services, healthcare, technology, retail, and consumer goods. Four days of keynotes, workshops, summits, and expo hall conversations, all organized around one question the industry is collectively trying to answer: what does it actually take to build customer experience that drives business results?

Why CCW matters this year in particular

Every year, the CX industry shows up to CCW with a version of the same question. This year the question is different, and more honest.

It’s not “should we be using AI?” That conversation is over. The leaders walking into Caesars Forum on June 22 have already run pilots, made investments, and in many cases, hit walls they didn’t see coming. What they’re actually trying to figure out now is why some of those implementations worked and most of them didn’t, and what the ones that worked have in common.

That’s a harder, more specific, more useful conversation than anything the industry was having twelve months ago. AI went from a strategic priority to an operational problem, and CCW’s agenda reflects that: this year is organized around governance, integration, and the human judgment that automation still can’t replace. That’s a more grounded conversation than the industry has been willing to have publicly until now. 

The IntouchCX Presence

The problems CCW is organized around this year are the same ones we advise our clients on every day. How do you scale with AI without losing the quality and consistency your brand is known for? How do you build governance frameworks that actually hold up in production? How do you make sure your agents feel supported through a transition that changes how they work?

We don’t show up to CCW with all the answers. We show up because being in that room, hearing what’s working, what’s failing, and what people are still trying to figure out, makes us better at what we do. And this year, we’re also on the stage, which means we have a chance to contribute something useful to the conversation, not just take from it.

5 things we’re looking forward to

1. Leading a workshop on the Hybrid CX Blueprint

On Tuesday, June 23 (11:00 AM – 12:30 PM), IntouchCX Chief Experience Officer Brent Stevenson takes the stage alongside David K. Weigand, Director of Customer Care at Hyundai, and Matt Dolkart, Director of Guest Services Operations at Ulta Beauty.

The session is called The Hybrid CX Blueprint: Architecting the Future of Human and AI Support. It’s designed for leaders who are past the question of whether to adopt AI and are now working through the harder one: how do you build operations around it without losing your brand voice, adding friction for your agents, or creating gaps in the moments that require a human?

The format pairs a practitioner panel with a live interactive workshop. The panel brings three leaders from three very different industries into an honest conversation about what this transition actually looks like on the ground: how they select tooling, what governance rules they put in place to make sure AI speaks with their brand’s intent, and how they manage the course corrections that happen when automation meets live customer needs.

The workshop then puts attendees to work, collaborating with peers on a live case study, bringing their own operational realities into the room.

The specific takeaways: how to establish governance rules so AI always speaks with your brand’s voice and intent, how to select tooling that acts as a force multiplier for agents rather than a new layer of operational complexity, and how to manage the critical first 90 days of an automation rollout so human support stays available where it counts.

If you’re attending CCW, block this one early.

2. The conversations the agenda is finally built for

The race in CX is no longer about who talks most loudly about AI. It’s about who can turn insight into lower effort, smarter automation, and better outcomes for both customers and agents alike. The breakout sessions and summits at CCW 2026 reflect that. The Innovation Summit covers AI governance, the employee experience in the age of AI agents, and rebuilding trust after failed automation rollouts. The Management Summit addresses coaching, operational outcomes, and how to make workforce decisions grounded in research rather than vendor promises.

3. Listening as much as we talk

Some of the most valuable moments at CCW happen when someone describes a challenge they haven’t fully solved yet. A rollout that stalled. A tool that created more complexity than it removed. A workforce transition that went sideways in ways nobody planned for.

Those conversations shape how we work. They sharpen our understanding of where the real friction points are, challenge assumptions we didn’t know we were carrying, and sometimes surface a problem we can help with in ways we hadn’t considered before. We show up to CCW as much to listen as to share, and we leave with a clearer picture of what our clients and partners are navigating and where we can do better.

If you’re there and want to think through something out loud, come find us at Booth #325

4. Showing what Human Potential, AI-Amplified looks like in practice

Human Potential, AI-Amplified is the foundation IntouchCX has been building, and CCW is one of the best places to have that conversation in depth. The question of how AI and human expertise actually work together in a live operation is exactly what everyone in that building is trying to figure out right now.

We’ll have our team at Booth #325, walking through how we’ve approached that balance, the tools, the delivery model, and honestly, what we’ve learned along the way. If you’re working through the same questions, we’d love to compare notes.

5. Coming back sharper than we arrived

The most valuable parts of CCW are often the unscheduled ones. The hallway conversation after a session that challenged an assumption. The peer comparison that reframes a problem you’ve been looking at wrong. The question from the floor that nobody has a clean answer to yet.

CMP’s research shows leaders know what needs to change. The execution gap is real and widely felt. CCW is where that gap gets examined without a vendor agenda behind it. We always leave with something we didn’t expect to learn, and we build it back into how we work. 

The industry is in the middle of figuring out what AI-enabled CX actually looks like inside real operations. We expect this to be one of the more honest CCWs in a while. 

IntouchCX will be at Booth #325, June 22–25 at Caesars Forum, Las Vegas.
If you want to connect before the week begins, reach out to schedule time with our team.