Our Daria Solomina spent the day at CCWberlin, an event where experts, tech innovators, and customer service leaders gathered to explore how AI is transforming the way businesses engage with customers.

One of the highlights for Daria was diving into the MS Dynamics 365 Contact Center with Copilot, a tool that makes customer service more proactive and seamless. Key takeaways from CCW Berlin 2025:

✔️AI and customer experience: it’s all about exceeding customer expectations and building stronger loyalty along the way.

✔️Keeping it seamless: the focus is on making service effortless across all channels, so customers feel taken care of, no matter how they reach out.

✔️Building better workplaces: creating environments where employees feel valued and engaged helps attract the best talent, especially in customer service.

✔️Humans + hashtag#AI = better leadership: the most successful businesses are those where humans and AI work hand in hand, creating a stronger and more efficient team.

A huge thank you to CCWberlin for an inspiring day and the chance to chat with leading consultants, exchange ideas, and learn about the latest shifts in the customer service world.