Just a few more nights of sleep and the largest event for customer contact professionals in Western Europe will kick off again: CCW 2026 in Berlin. Ziptone is visiting some sponsors and exhibitors. What do they have to offer and share in Berlin? This time, we hear from: Christian Kuehn, VP and head of sales DACH at Transcom.

 

You'll be at CCW 2026 as an exhibitor and sponsor. Why should visitors come to your booth?

"CCW Berlin is the most important CX event in the DACH region. Transcom is there to strengthen our commitment to the DACH region and underscore our strategy, which is focused on delivering intelligent, digital, and engaging experiences that go beyond mere automation to create real value for people and brands," says Kuehn.

Visitors to the Transcom booth can expect demos, but also challenges. Transcom wants to show CX experts how innovations actually perform in a live, large-scale operation.

While we serve a diverse client portfolio, our growth is focused on clients who are eager to collaborate with us on innovation and transformation. We seek relationships where we can be more than just a supplier—where we can be a strategic guide in leveraging technology and data. CCW Berlin is the perfect place to engage in this conversation with us.

Stories of practice

Transcom is also bringing the "real world" to Halls 2 and 3, according to Kuehn. On February 25 (12:30 p.m., Hall 3), Paulo Bastos, Chief Customer Service Officer at Advanzia Bank, and Ivana Mitic, Global Client Account Lead at Transcom, will present how Advanzia Bank, as a leading European digital bank, uses digital solutions to achieve rapid scale and high customer satisfaction in a multilingual operation.

On the same day, at 1:00 PM in Hall 2, Leo Ooms, Head of Customer Services BPO at TUI, and Dario Bakovic, Head of Global Accounts EMEA at Transcom, will present a presentation on how TUI is using the BPO partnership to accelerate its global AI strategy. Ziptone previously spoke with, among others, Ooms on the steps TUI is taking with AI.

Transcom also promises to present new innovations. Transcom's AI product portfolio spans the entire customer lifecycle, from self-service automation to agent augmentation and operational insights. This portfolio aims to improve efficiency and CSAT, reducing costs without completely replacing the human element. "Unlike a technology vendor that simply hands over the keys, we provide the people and processes to ensure these tools deliver measurable results," says Kuehn.

Demos at the booth

One of this year's highlights is Real-time Translation (RTT) for speech and text. "We've removed geographic barriers to talent, allowing us to hire the best service professionals worldwide. Our AI ensures they support customers in German, Dutch, or any other language with a fluency and sensibility comparable to that of native speakers."

Transcom also presents solutions like AI Agent Trainer & Knowledge Assist, where AI eliminates the "search" phase for agents by instantly displaying documentation and providing real-time coaching prompts during live conversations. Also featured: automated quality assurance through comprehensive analysis of every interaction across all channels and hyper-personalized "Autopilot" solutions. Our Gen-AI-powered voice and chatbots handle approximately 80% of routine inquiries.

What should we stop doing?

Last year, we asked the main sponsors which specific contact center process they'd like to eliminate. What do you currently find most frustrating about customer contact, and why? In short, what should we absolutely stop doing?

We generally see wasting human potential on low-value, repetitive, or administrative tasks as the biggest enemy of customer experience. We want to stop manually performing tasks that AI can do directly, so our employees can focus on complex, empathetic interactions.

Kuehn therefore advocates for stopping the use of agents as "data-entry machines." "It's very inefficient when highly trained human agents spend their time on simple administrative tasks instead of solving problems." Intent recognition and customer authentication can be automated, as can manual triage (where a team leader reads emails to assign agents) through tools that automatically detect intent, sentiment, and language and then route cases directly. Kuehn also advocates, among other things, for eliminating the need to search for information. "That's a huge drain on the productivity of support agents."

The biggest breakthrough for the next three years

Perhaps most interestingly, Transcom considers hiring employees based on their geographic location—as a starting point for language proficiency—an outdated limitation. With Real-Time Translation (RTT), an English-speaking employee can support a customer in German or another language, effectively eliminating the dependence on geography for language support.

It's no surprise, then, that Kuehn sees real-time speech translation as the biggest breakthrough in customer contact technology over the next three years. "This will be closely followed by the democratization of software development through Agentic AI. In the future, the roles of humans will shift to "AI supervisors" and "journey owners," who will focus on emotional, complex, or commercially sensitive cases, while AI handles routine interactions."

For next year – CCW 2027 – Transcom expects to present new success stories that demonstrate how Transcom “is more than a supplier, but a strategic guide in leveraging technology and data.”

 

For those still on the fence about visiting CCW 2026: why should Dutch customer contact professionals travel to CCW Berlin?

CCW Berlin is Europe's largest B2B event for innovative customer dialogue. You can be inspired by innovative solutions and see how they work in real time. At the same time, you can listen to experts and learn from them how they achieved their goals.

 

CCW2026 The event will take place from February 23rd to 26th, 2026, at the Estrel Congress Center (ECC), Berlin. Ziptone is the media partner of CCW Berlin this year. Content Guru can be found in Hall 3, booth D16.

For free access to the CCW exhibition floor, you can use this voucher (pdf).

Read the impressions of CCW2025

Customer Experience, Event, Featured CCW, Transcom