{"id":6419,"date":"2026-03-30T09:51:45","date_gmt":"2026-03-30T09:51:45","guid":{"rendered":"https:\/\/contentgurustg.wpenginepowered.com\/en-gb\/?post_type=resource&p=6419"},"modified":"2026-03-30T09:51:46","modified_gmt":"2026-03-30T09:51:46","slug":"ccw-berlin-the-year-of-ai-roi","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-gb\/resources\/news\/ccw-berlin-the-year-of-ai-roi\/","title":{"rendered":"CCW Berlin: The \u2018Year of AI ROI\u2019"},"content":{"rendered":"\n\n
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News<\/div>\n

CCW Berlin: The \u2018Year of AI ROI\u2019<\/h1>\n
Published: March 30th 2026<\/div>\n <\/div>\n <\/div>\n\n \n <\/section>\n\n\n\n\n\n
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CX professionals and experts from across Europe joined us in Berlin in late February as the leading CX event, CCW, got underway. Content Guru was in attendance to speak with customers and CX leaders about the topics driving the industry, including AI, data sovereignty, and cloud migration.<\/p>\n

In previous years, discussions around AI have been exploratory, and there has been cautious optimism about its impact on CX. However, the mood this year was noticeably pro-AI, and the appetite for AI in CX was stronger than ever, reflecting a broader readiness to embrace transformative technologies, with conversations focusing on tangible return on investment (ROI) that has now been proved and the realities of agentic AI within live CX environments.<\/p>\n

Sean Taylor, CEO at Content Guru, took to the AI Stage alongside Alex Williams, Head of Contact Centre at UK Power Networks, an energy distribution network operator responsible for delivering 33% of the UK\u2019s electricity, powering 20 million people across more than 8 million homes and businesses. As Content Guru\u2019s partner for over two decades, they sent over 10 million proactive alerts to customers during storms in 2025, achieving a CSAT score of 93.22%. They were also able to use a combination of omni-customer and omni-data to trigger proactive messages to customers during outages.<\/p>\n

Meanwhile, Annika Schmidt, Marketing Manager in DACH, spoke on the Trade Fair stage, exploring how to manage the expectations of evolving generations in CX. In an era where AI is reshaping everyday life and service teams are being reimagined, connecting different generations is essential to delivering modern, successful experiences. Her session highlighted why the future of customer service is not just digital, but also diverse, human-centric, and inclusive.<\/p>\n

CCW Berlin has always been key for CX professionals in Germany, but in 2026, we saw a shift towards it being an event attended by leading organisations from across Europe. This shift highlights the growing importance of CX and the growing interest in the transformative technologies pushing the industry forward.<\/p>\n

If you were unable to attend the event, you can watch Annika\u2019s speaker session here:<\/p>\n <\/div>\n <\/div>\n <\/div>\n<\/div>\n\n \n <\/section>\n\n\n\n\n\n

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