In 2026, contact center modernization is no longer aspirational. Most large organizations are already deep into buying, optimizing, or governing their contact center platforms.
Crucially, the market has moved beyond debating whether to adopt cloud contact center technology. Today, enterprise leaders are focused on harder, more consequential questions: How do we extract measurable value from CCaaS investments? How do we scale AI without introducing unacceptable risk? And how do we govern automated decision-making in live customer environments?
As a result, the role of industry events has fundamentally changed. Contact center conferences in 2026 no longer exist to showcase roadmaps or inspire through demos. Instead, they give enterprise buyers a place to validate architectures, pressure-test AI claims, and learn directly from peers who have already migrated. For CX, IT, and contact center leaders, events now actively reduce procurement and operational risk.
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Against this backdrop, CX Today’s 2026 contact center events calendar reflects how the market actually behaves. It prioritizes conferences that shape CCaaS buying decisions, influence AI governance models, and support real-world execution throughout the year.
Discover all details regarding the most important CX conferences on our events page.
Enterprise Connect 2026: Where Contact Center Architecture Decisions Get Real
Las Vegas | March 10–12, 2026
Enterprise Connect consistently ranks among the most strategically important contact center events because it refuses to treat CCaaS in isolation. Instead, it shows how contact center strategy connects to broader enterprise priorities such as communications consolidation, identity management, security posture, and platform integration.
For organizations migrating from legacy environments or expanding AI usage, this context matters. At Enterprise Connect, speakers examine AI in enterprise communications through the lens of infrastructure readiness, interoperability, and risk—not hype. CX leaders also gain clarity on how contact centers align with broader collaboration and cloud strategies, rather than being procured as standalone platforms.
Best suited to: IT leaders, enterprise architects, and contact center decision-makers who need architectural clarity, platform alignment, and a realistic view of integration risk.
Customer Contact Week (CCW) in 2026: Five Distinct Moments That Shape Buying Decisions
CCW ANZ 2026
Sydney | March 18–19
CCW ANZ offers a regional leadership lens on contact center transformation. As Australia’s largest customer contact event, it brings together senior CX, operations, and technology leaders to discuss cloud migration, AI adoption, and workforce evolution in an ANZ-specific context. The agenda balances strategy with execution, supported by curated networking, leadership keynotes, and structured one-to-one meetings that help buyers translate ideas into near-term action.
CCW UK 2026
London | May 11–13
CCW UK reflects the specific pressures facing UK contact center leaders. Invitation-only and discussion-led, the summit centers on accountability, data stewardship, consumer duty, and AI trust in a highly regulated environment. It attracts C-suite and VP-level leaders responsible for customer operations and transformation, making it especially valuable for organizations aligning CX ambition with regulatory and reputational realities.
CCW Las Vegas 2026
Las Vegas | June 22–25
CCW Las Vegas remains the flagship moment for the global contact center market. It is where scale, vendor breadth, and peer benchmarking converge. Thousands of CX and contact center leaders use Las Vegas to compare platforms side by side, pressure-test AI and automation claims, and understand how peers are sequencing CCaaS migration and workforce change. The large expo floor, analyst-led sessions, and practical case studies make it especially valuable for organizations in active evaluation or early implementation phases.
CCW Europe 2026
Amsterdam | October 5–7
CCW Europe is deliberately curated for senior leaders grappling with governance, trust, and AI accountability. Unlike expo-led formats, this summit prioritizes peer discussion, regulatory context, and operating model design. For European organizations navigating data residency, compliance, and explainable AI requirements, Amsterdam provides space to assess readiness beyond features—focusing instead on organizational change, risk posture, and long-term sustainability.
CCW Nashville 2026
Nashville | October 7–9
CCW Nashville is positioned as a highly practical, cross-industry forum focused on what actually works in modern contact centers. With strong representation from financial services, healthcare, retail, consumer goods, and technology, Nashville emphasizes applied learning over hype. Sessions dive into AI adoption, automation, omnichannel and self-service strategy, data and analytics, leadership, and workforce experience—delivered by practitioners rather than vendors. The environment is designed for leaders who want to leave with tactics they can deploy immediately.
Forrester CX Forum East and West 2026: Turning AI Strategy Into Procurement Language
New York | June 16–17, 2026
San Francisco | June 29–30, 2026
Forrester’s CX Forums are not contact center–exclusive. However, they play a critical role in enterprise decision-making. Attendance is capped, analyst access is direct, and sessions emphasize frameworks over product messaging.
In 2026, their relevance lies in helping leaders translate “AI in service” into defensible value narratives that withstand executive scrutiny and procurement governance.
Best suited to: CX and digital leaders responsible for investment justification and cross-functional alignment.
Dreamforce 2026 and Agentforce World Tour: Understanding Salesforce’s Service Direction
San Francisco | September 15–17, 2026
Whenever Salesforce anchors the service stack, Dreamforce becomes strategically important. It is where Salesforce sets direction for service platforms, AI capabilities, and the evolving relationship between human agents and automation.
At the same time, CX Today points to the Agentforce World Tour as a more implementation-focused alternative. Its regional format and practical sessions often provide clearer deployment insight than Dreamforce’s scale.
Best suited to: Enterprises standardizing service operations and AI strategy around Salesforce.
ICMI Contact Center Expo 2026: What Happens After Go-Live
Orlando | October 26–29, 2026
While many events concentrate on buying decisions, ICMI Contact Center Expo focuses squarely on operations. It is practitioner-led and grounded in post-deployment reality rather than transformation ambition.
In a CCaaS- and AI-driven environment, ICMI shows what actually changes after implementation. Teams compare notes on training models, quality assurance, workforce management, and supervisor workflows in AI-augmented environments.
Best suited to: Contact center managers, directors, and operational leaders responsible for delivering measurable results.
Contact Center & CX Expo 2026: Fast Market Visibility for Active Buyers
London | November 18–19, 2026
Although depth-led events dominate strategic decision-making, expos still serve a clear purpose. Contact Center & CX Expo offers a fast way to scan the UK market, from CCaaS platforms and workforce tools to analytics, AI point solutions, and integration partners.
As a result, CX Today positions it as a practical checkpoint for buyers refining or validating vendor shortlists without committing to lengthy demo cycles.
Best suited to: Enterprises in active evaluation mode that need broad market visibility.
AWS re:Invent 2026: The Cloud Foundations Behind CCaaS
Las Vegas | November 30–December 4, 2026
For organizations running Amazon Connect or building contact center platforms on AWS, re:Invent plays a decisive role. It defines security patterns, identity tooling, AI services, and reference architectures that shape CCaaS capability long after the event.
Therefore, CX Today highlights re:Invent as essential for understanding how cloud security and AI services influence production contact centers at scale.
Best suited to: Architects, platform owners, and security teams shaping long-term contact center strategy.
GITEX Global 2026: Macro Trends That Will Hit Contact Centers Next
Dubai | December 7–11, 2026
Although GITEX Global is not contact center–specific, its value lies in scope. CX Today treats it as a bellwether for AI, cloud, data, identity, and security trends across EMEA and emerging markets.
As fraud prevention, identity verification, and AI governance increasingly define contact center risk, these macro shifts directly affect customer operations.
Best suited to: Leaders tracking how broader AI and security trends will shape contact centers over the next two to three years.
How Should Enterprises Choose the Right Contact Center Events in 2026?
Ultimately, enterprises should prioritize events by maturity stage rather than job title.
Organizations migrating from legacy platforms gain the most from Enterprise Connect and Customer Contact Week, where architectural clarity and peer validation reduce early-stage risk. Teams optimizing after go-live benefit more from ICMI and CCW, where execution takes center stage. Enterprises governing AI at scale should prioritize CCW Europe, the CCW UK Summit, and AWS re:Invent, where trust, compliance, and control frameworks receive deep scrutiny.
In short, the most valuable contact center events in 2026 are not the loudest. They are the ones that help enterprises make fewer mistakes.
