阿姆斯特丹，10月初。Customer Contact Week Europe 2026（欧洲客户联络周2026）为期三天，汇聚约700名与会者和50家参展商，共同探讨客户联络的未来。作为欧洲行业的旗舰活动，它散发着一种难以复制的能量，这种能量源于让合适的人在同一时间聚在同一个房间里。国际科技公司Nebi以参展商和赞助商身份参会，这三天的观察给了我们很多思考。
Amsterdam, early October. Customer Contact Week Europe 2026 brought together around 700 attendees and 50 exhibitors over three days to talk about the future of customer contact. As the industry’s flagship event in Europe, it carried a certain energy that is hard to replicate, the kind that comes from having the right people in the same room at the same time. International technology company Nebi joined as an exhibitor and sponsor, and what we observed over those three days gave us a lot to think about.
人选恰到好处 CCW Europe做得特别好的一点是与会人员的质量。这不是一个泛泛而谈的会议。与会者是从业者、决策者和创新者，他们直接参与塑造客户联络的运作方式，这意味着现场的交流往往比大多数活动更深入、更快速。对于像Nebi这样构建Unvox和Tikito等智能客户支持解决方案的公司来说，这种聚焦且相关的社交网络切实有价值。
The room was the right room One of the things CCW Europe does particularly well is the quality of who shows up. This is not a generalist conference. The attendees are practitioners, decision-makers, and innovators who are directly involved in shaping how customer contact works, which means the conversations on the floor tend to go deeper and faster than at most events. For a company like Nebi, building intelligent customer support solutions like Unvox and Tikito, that kind of focused, relevant networking was genuinely valuable.
行业的活力也切实可感。客户联络领域正在快速变革，从业者对此心知肚明。这种势头感让这三天充满了看点。
The energy of the industry was also tangible. Customer contact is a space that is changing rapidly, and the people working in it know it. That sense of momentum made for an engaging three days.
AI是核心话题 走在展厅里，一件事立刻变得清晰：人工智能不再是客户联络行业的小众话题，它就是那个话题。每个展位、每场小组讨论、每次交谈都绕不开它：AI驱动的智能体、AI驱动的洞察、更智能的自动化、更个性化的体验。现场的热情是真实的，作为一家将AI置于产品组合核心的公司，Nebi感到非常自在。话题的另一面 直接与从业者交谈时，两个主题反复浮现。
AI is the conversation Walk the exhibition floor and one thing becomes immediately clear: artificial intelligence is no longer a niche topic in the customer contact industry. It is the topic. Every booth, every panel, every conversation circled back to it: AI-powered agents, AI-driven insights, smarter automation, more personalised experiences. The excitement in the room was real, and as a company with AI at the core of its product suite, Nebi felt very much at home. The other side of the conversation Talking directly to practitioners, two themes surfaced repeatedly.
第一个主题是风险。人们想要了解的不仅仅是人工智能能做什么，还包括可能出错的情况，尤其是在客户面临的环境中出错的影响——在那种环境中，信任和体验就是一切。
The first was risk. People wanted to understand not just what AI can do, but what can go wrong, including the implications of getting it wrong in a customer-facing environment, where trust and experience are everything.
质量保障和数据分析方面的问题也随之出现：如何衡量什么在起作用，如何理解客户互动产生的数据。这些正是Unvox和Tikito深入研究的领域，因此这些讨论对我们来说感觉尤为亲切。
Questions around quality assurance and data analytics came up too: how to measure what’s working, how to make sense of the data that customer interactions generate. These are areas where both Unvox and Tikito go deep, so those conversations felt particularly close to us.
第二个浮现的主题是人。许多组织表示，转型中最困难的部分不是技术本身，而是让团队跟上步伐。而对于那些不是从零开始、而是长期使用既有基础设施的公司来说，这变得更加复杂——这些基础设施有时已使用数十年，如今却被要求跟上一套完全不同的期望。转向新的流程和系统是一项重大挑战，这一问题反复被提及。
The second theme that surfaced was people. Many organisations shared that the hardest part of transformation is not the technology itself, but bringing their teams along. And this becomes even more complex for companies that are not starting from scratch, those working with infrastructure that has been in place for years, sometimes decades, now being asked to keep up with a completely different set of expectations. Switching to new processes and systems is a significant challenge, and it came up again and again.
我们从CCW欧洲带回的不仅仅是灵感，而是对行业当前实际需求有了更清晰的认识——那些能够全局把握、理解其中兴奋与复杂性的合作伙伴。
What we are taking back CCW Europe left us with something more useful than inspiration, a clearer sense of what the industry actually needs right now. Partners who engage with the full picture: the excitement and the complexity of getting there.
对内比而言，这就是值得进行的对话。而我们将继续进行这样的对话。
For Nebi, that is the conversation worth having. And it is the one we will keep having.
内比是一个全规模软件生态系统，其使命是通过智能、数据驱动的解决方案赋能组织。内比以参展商和赞助商的身份参加了2026年客户联络周欧洲展。
Nebi is a full-scale software ecosystem with the mission of empowering organisations through intelligent, data-driven solutions. Nebi participated in Customer Contact Week Europe 2026 as an exhibitor and sponsor.
由申请并经过审核入选的TNW理事会成员提供专业知识，参与付费项目。作者表达的观点均为个人观点。
Expertise from selected TNW Council members, admitted through an application and review process to a fee-based program. Opinions expressed by the authors are their own.