Thu, Dec 1, 2022
SCS/CPaaSAA 2022 Winter – Creating Smart Experiences


SmartCom Summit is back this Winter in collaboration with the CPaaS Acceleration Alliance, focusing on Creating Experiences in customer contact.

Post pandemic, customer engagement is moving to the cloud and innovating like never before. Call centers become omni-channel contact centers, front and back offices are increasingly integrated for optimal satisfaction and efficiency, CPaaS accelerates digital transformation and allows all sorts of new customer interactions to be created exactly as needed, and CSPs are finding their role in the development and delivery of all these new services to enterprises of all sizes.

Creating Winter Magic

Together with great minds from smart companies all around the world, we’re exploring ways to turn change into action during 10 weeks of online content, from the live kick-off on Dec 13 up to the closing meetup at Mobile World Congress end of February. Expect no slide shows or scripted keynotes but lively discussions and a combination of technology vendors, service providers, analysts and, most importantly, real users and use cases.

All together, we’ll have 40+ visionaries, industry experts and users speaking in 30+ sessions covering contextual communications, conversational commerce, programmable telecoms, the impact for contact centers and service desks, opportunities for telcos, changes in the ecosystem, how low-code/no-code is going to be a game changer, the role of bots and AI, as well as leadership and organizational challenges and the growing importance and value of technology.

Our top notch media partners (Telecom Reseller, Evan Kirstel, will ensure unparalleled distribution of all content to a large global audience across various channels and platforms.


We have structured the sessions in four tracks, catering to different interests:

1/ Creative Experience – trends & strategy

  • Analysts and thought leaders reflecting on CX trends and how we’re living through an inflection point for vendors, providers and users alike
  • Live interviews and panel sessions run by Evan Kirstel with thought leaders from Microsoft, Braidio, Anywhere365, Enreach, Puzzel, 2600Hz, Deutsche Telekom, e&, KPN, Vodafone and many others
  • Keynote by Adrian Swinscoe on the need to drive CX Innovation with Brand Strategy
  • Discussions on valuation and M&A strategies in CX and CPaaS

2/ Converged Communications – focus on the customer

  • Panels and presentations about conversations, brand, dialogues, contact magic and business outcomes – instead of UCaaS, CCaaS and CPaaS
  • The case for automation and AI, and how to create the right balance between empathy and efficiency
  • Healthcare innovations, or why patients are a special kind of customer
  • Integrating human to human, human to machine and machine to machine communications

3/ Programmable Telecoms – why and how CSPs play a key role

  • Why and how SMEs need their CSPs to help them – the future of B2B marketplaces and low-code/no-code solutions
  • CPaaS success stories by and for CSPs – learn from the telcos and MNOs that have already built their CPaaS practice
  • International challenges and opportunities for vendors and CSPs – and why telco API standardization makes a lot of sense
  • CPaaS Showcases at various in-person events (Cloud Communications Alliance, ITEXPO)

4/ Hands-On – rolling up the sleeves (workshops and masterclasses)

  • What new 5G business models and use cases do APIs and CPaaS enable
  • Marketing and sales skills to master in the new era
  • What’s next in business messaging, with RCS and social channels
  • Enabling the channel, co-creation and success management

Because of the fluidity of the program, session details will be announced 2 weeks in advance. And of course, since we know everybody is busy, all sessions will be available for watching on-demand!

The SmartCom/CPaaSAA 2022 Winter Summit is a great way to soak up inspiration for 2023!

If Customer Experience or Digital Transformation are important to you or your organisation, you don’t want to miss this!


Expect to hear from the following thought leaders and industry experts, and more as the program continues to evolve and grow: