Let’s cut right through the noise – everyone in the field of Customer Experience and Unified Communication ‘s obsessed with AI. You can’t throw a rock without hitting a “game-changing” AI solution promising to revolutionize your CX. 

In this article I’d like to combine some learnings from CASA24’s AI and GTM tracks. Because they are so interestingly intertwined in today’s market. 

It’s Finally About People Again

I held a keynote at CASA24 – a cut-the-crap talk about the role of AI in the context of Customer Experience. After the past few years of AI as ruler of our industry, I was happy to see that one of the key take-aways of my keynote was also the punchline of so many inspiring speakers this year: it’s not about technology. It’s about people. It was refreshing to meet so many knowledgeable people at CASA24 who share more or less the same perspective.  

Pressured Into AI

After speaking to over 100 business and IT leaders in the past couple of years, I’ve realized that most do not believe that AI is actually a silver bullet. Nonetheless, Enterprise Connect 2023 kicked off a sense of FOMO among C-level execs and started a snowball effect in hijacking the CX conversation. It became clear that, in the words of Kevin Kieller, AI would become ‘the new battle ground’.’ Or as Forrester’s Max Ball put it: “Folks get pressured into the AI space for the sake of the AI space”. 

To me it’s simple: 

If you’re not sure what you’re buying and are even clueless about the use cases – which seems to be true for the majority of execs according to Forrester’s latest Pulse – AI is not (yet) for you. So far, the empirical evidence suggests that it will turn out to be an expensive gadget that leaves your customers frustrated. And that’s where my HUMAN framework kicks in. If you’re interested, I’ve expanded on the framework in this article on LinkedIn Pulse. And I’ll do a quick recap at the end of this article. 

What Is The Core Problem You Solve? 

According to Gartner, 80% of businesses are knee-deep in AI exploration to bridge the CX gap. And vendors are tripping over each other to talk about how cool their AI products are. I get their commercial opportunism. But it’s also dangerous.

The numbers in my HUMAN AI presentation are a wake-up call to the entire industry. Forrester, PwC, Gartner, McKinsey, Harvard Business Review, Deloitte… Even CMP’s consumer survey in 2023… They all show how poor many ‘AI-led’ experiences are. And it’s on us, as an industry, to fix that. 

We’ve become so fixated on the “coolness” of AI that we’ve forgotten what truly matters: helping organizations create memorable experiences that feel real, authentic, and – dare I say it – HUMAN.

Luckily, tides are turning. Industry leaders like Sinch get that the value is not so much in the technology, but helping businesses do better – and then figure out the role of their technology. Sinch’s director of AI Joachim Jonkers (follow that man!) displayed how they partner with customers to build stuff based on validated use cases. 

He amazed the audience with the ‘simple ’- and award-winning –  example of their customer Moet ik Naar De Dokter (Dutch for Do I Need To See A Doctor). Solving actual social issues with the help of automations, voice recognition and AI. That is the kind of use case driven example we need more of! 

Do You Differentiate?

I briefly touched on the increased importance of differentiation in a GTM panel discussion. It’s always been a pillar for any marketing strategy, and yet I’m saying so much of the same. But if everyone is doing the same stuff and talking the same talk, how can you differentiate? And if we’re driving fuzzy, unclear propositions, how will buyer committees know what and when to buy? 

Enreach’s head of AI Anne Bakker painfully pointed out in another panel session, that most marketers don’t really understand AI and mix up definitions. Could that be a reason for the lack of differentiation? I truly believe so. Every revenue leader (marketing or sales) in the industry should have it on the top of their continuous task list. Because as a rule of thumb, most CX technology vendors can’t differentiate on features. Or the ‘AI-led’ claim. Not if every vendor has mostly the same stuff – which they do. 

You say your products are now AI-led or AI-orchestrated? Great, but in most cases it simply doesn’t represent the actual status. But more importantly, buyers won’t choose you because you are ‘AI-led’. So what’s your real story? Why should customers pick you over all the other solutions? 

Is your brand credible enough? Can you substantiate your claims with powerful and specific use cases? It takes serious brand and product marketing efforts to find a credible and favorable position. Not to mention the deep collaboration across teams. It is tough, but also very much worth it.  

Buyers Don’t Buy AI Fluff Anymore

My previous point makes a smooth transition to this one. Wynter’s exhaustive message testing on B2B websites found that B2B buyers are getting fed up with AI as the focal point of messaging. AI-focused website messaging is turning off more and more people and even creates resistance. Partly because it’s becoming table stakes, partly because the products are not clear and value props are fluffy. 

Most ‘AI-led’ stuff has the smell of the future without the taste. There is a major gap between the promise for tomorrow and what we set out in the market today. With a few exceptions of course. This raises questions, like: aren’t we overselling AI today? And what is the actual value that buyers (and their customers) get when they buy our products? 

I encourage you to focus heavily on 2 or 3 of your most valuable use cases. It will tell buyers why they should care about your AI product. And how they, or their customers, will profit in the real world. Like Wynter is asking: isn’t it time for vendors to zag? I say: amen. And at CASA 24 it became clear here are some vendors who are leading the way with a value-first narrative. Speechmatics, Sinch, Enreach, Deepdesk, EnableX, I see you!

What About Your Business Model?

Lastly, we need to talk about business models. I led a session about the future of AI. And even though I don’t like the crystal ball (we’re always missing the mark) there was one subject that marveled me: we’re jumping into an era of new licensing models. 

It’s needless to say that we’re heading into a future where AI will take over more and more mundane tasks  from agents. No-one is denying that; not even me 😉 And in the end that will be a good thing for all involved. But it’s bringing another kind of headache; the kind that makes you wish for the old headache to return. Marketing leaders – together with Sales leaders, Finance and the whole C-suite – should consider the viability of their licensing models. 

Typically CCaaS and CPaaS vendors contract deals on ‘per seat’ basis. The more agents, the more attractive the deal. When AI will eventually become so good that it will actually push out agents, how can you secure your bottom line results? On the panel, not everyone convinced me with their answers.

Business models are going to need innovation and renovation. Data consumption models, feature bundles, API call pricing, event-based billing; there is a jungle to explore. And I know from experience that these discussions can be brutal. 

Like a wise woman (just making this up, it’s not clear whose quote this is) once said: the best time to plant a tree was twenty years ago, the second best time is now. Great advice for our business models as well! 

The HUMAN Framework: Injecting Soul Back into CX

Let me close off with a quick summary of my HUMAN Framework. HUMAN stands for five principles that can take your customers’ AI strategy from ‘meh’ to marvelous. That is, if you start with the use cases. 

Heartfelt, Unified, Measurable, Actionable, and Natural.

1. Heartfelt: it’s all about the context. Use AI to help deliver large-scale heartfelt dialogues AND processes. Understand the context of a conversation and then anticipate. 

2. Unified: One Story, One Experience. AI isn’t the hero; it’s the glue that binds your touchpoints together. Make sure your AI communicates across channels and modalities. Get rid of disjointed handoffs or confusing interactions. You should have done that a long time ago.

3. Measurable: Forget the boring KPIs like average handle time. Seriously, who cares? The real question is: did your AI-driven interaction turn a frustrated customer into a happy one? Did it save a client from jumping ship? Those are the metrics that matter.

4. Actionable: The conversation doesn’t end when you hang up or log off. From boring classification tasks to sending confirmation emails, create a secret weapon that keeps things moving behind the scenes, freeing up your humans to handle the heavy lifting.

5. Natural: The worst thing AI can do is sound like… well, AI. Nobody wants to feel like they’re talking to a robot. Not even you. So, let the AI do the grunt work, with real-time suggestions, data lookups, and customer insights, while people bring the magic..

Bring The Soul Back To CX

I’m a musician. And my favorite type of music is anything that has a black origin. Jazz, Black Gospel, Funk… Why? Because it has soul, it’s vibrant, it feels alive, it’s always moving. I had that same vibe at CASA24. And now, onwards. Let’s bring that soul back to CX! Our customers, employees and even investors will thank us later.

Hans Kramer, Founder&CEO, So Remarkable

After an incredible three days at CASA24, it’s clear that something special unfolded at this event. The first two days brought together around 150 attendees—senior and mid-level thought leaders, telcos, CPaaS providers, technology companies, and analysts/advisors. What made this gathering unique was not just the caliber of people, but the openness and transparency in discussions. Competitors shared the stage, speaking candidly about the industry’s challenges without the usual sales or marketing spin. The result was a high-level conversation that pushed the boundaries of what’s possible in the communications industry.

Day One: Telcos Must Embrace Open Networks and Customer-Centric Use Cases

The first day focused heavily on telcos and their need to transform from infrastructure providers to technology companies. This has been a long-running narrative, but the conversation finally feels actionable with the rise of open networks, network APIs, and initiatives like GSMA’s Open Gateway and Project Camara.

A key takeaway from day one is that while the technology is in place, the real challenge is customer engagement. Telcos need to work more closely with their customers to develop use cases that solve specific needs for verticals like healthcare, logistics, and finance. As the day progressed, it became clear that success in the future will hinge on understanding and addressing customer pain points, not just relying on the capabilities of the technology.

Day Two: From Customer Experience to Scaling Solutions That Matter

Day two picked up on the customer-centric theme, starting with Adrian Swinscoe’s keynote referencing Steve Jobs’ famous 1987 quote: “You’ve got to start with the customer experience and work back toward the technology.” The morning sessions reinforced that successful products come from truly understanding the customer’s needs before diving into development. Presentations from telcos and CPaaS providers showed how they are evolving to embrace this approach, but the real challenge remains aligning technology with real-world customer pain.

The afternoon split into parallel tracks. One track explored AI and its transformative role in product development. However, the two key tracks for this discussion were on go-to-market strategies and the convergence of cloud communication platforms.

Go-to-Market in the 21st Century

The go-to-market track emphasized how sales and lead generation must evolve alongside customer needs. The days of traditional marketing and outreach are over, and companies need to adopt new strategies to generate demand. Sessions focused on verticalization—getting precise about customer segments and building solutions for their specific pain points. The service provider playbook, featuring almost 100 use cases, provided real-world examples and best practices for telcos and technology companies looking to innovate.

The Convergence of Cloud Communication Platforms

Meanwhile, the other breakout track focused on the convergence of UCaaS, CCaaS and CPaaS platforms. The key takeaway here? The technology isn’t the problem anymore. What’s holding companies back are people and processes. Whether you’re a telco or a cloud communication provider, the industry needs to adopt more flexible platforms that cater to specific customer needs. It’s about bringing the right teams together, giving them the resources and space to innovate, and using proven venture builder processes to scale impactful solutions.

Day Three: Members-Only Working Sessions for Actionable Results

The final day of CASA24 was a more intimate, members-only affair. We spent a focused six hours in working group sessions that delved into the key topics driving the industry forward. The day started with a roundtable for revenue leaders, which was initially scheduled for an hour but extended to two. Why? Because generating revenue remains the ultimate challenge and priority for everyone in the industry.

In parallel, we had working groups on AI, security and trust, and telco APIs. These sessions weren’t just discussions—they were about setting practical, tangible objectives and key results for Q4. The goal? To ensure that we’re not just talking but driving real, measurable progress. At the CPaaS Acceleration Alliance, acceleration is at the heart of what we do, and this day underscored that mission. We’re all starting to understand the next big step—accelerating outcomes and results that will shape the future of our industry.

Wrapping Up with Fun and Collaboration

Beyond the structured sessions and insightful panels, the feedback we received was overwhelmingly positive. Attendees mentioned that CASA24 delivered the “best content in years,” and this speaks to the openness and sharing mindset that truly set the event apart. There’s something unique happening here—a collaborative spirit that’s pushing the industry forward. It’s not just about technology anymore—it’s about people coming together to solve real problems and create meaningful impact.

We closed day two with a lively showcase challenge, where attendees got to experience some of the latest innovations firsthand. It was a fun way to wrap up the formal sessions before heading into the member dinner, where connections were strengthened and ideas flowed freely.

In the end, CASA24 captured the full picture: from telco transformation and opening networks, to focusing on customer development and new ways to build companies that succeed. It’s not just about technology anymore—it’s about people, process, and solving real-world problems.

The CPaaS Acceleration Alliance (CPaaSAA) is back, and this year’s CASA24 CPaaS Showcase Challenge promises to be the most exciting and groundbreaking yet! We are bringing together four powerhouse companies that represent the best in the Communication Platform as a Service (CPaaS) ecosystem. This year, we are honored to have Sinch, Radisys, Vonage, and Deutsche Telekom participating, each offering unique perspectives as platform service providers, telcos, and technology providers.

These companies are not just industry leaders; they represent the innovation that drives the CPaaS landscape forward. They’ll showcase their latest advancements and demonstrate how they are shaping the future of communications. As always, the showcase will be a dynamic forum for exchanging insights, exploring new technologies, and understanding how CPaaS is evolving to meet the demands of our interconnected world.

A Diverse Line-Up Reflecting the Entire CPaaS Ecosystem

• Sinch: A global leader in cloud communications, providing messaging, voice, and video services to enterprises. Sinch is constantly pushing boundaries to deliver seamless communication experiences.
• Radisys: A cutting-edge technology provider specializing in open telecom solutions that help operators and enterprises deliver high-value services faster.
• Vonage: Known for its API-driven solutions, Vonage has transformed how businesses engage with customers, providing reliable, flexible, and scalable communication tools.
• Deutsche Telekom: One of the world’s leading integrated telcos, it brings a wealth of experience and scale to the table, offering insights into how telcos can leverage CPaaS to innovate and enhance services.

Judged by Top Industry Experts

To ensure the CASA24 CPaaS Showcase Challenge delivers maximum value, we’ve gathered an esteemed panel of judges—leading figures from across the industry. These judges will pose critical questions to each participant, challenging them to go beyond the surface and reveal the intricate details behind their platforms, technologies, and strategies. This format will allow our audience to gain a deeper understanding of what it takes to succeed in the CPaaS space, from innovation to implementation and beyond.

Live Demos and a Grand Finale

This year’s challenge will culminate as the grand finale of CASA24, taking place on Tuesday evening. And what better way to wrap up this dynamic event than by showcasing live demos from the participating companies? These demos will move beyond theory and discussion to demonstrate the real-world solutions and key advances that our industry is delivering today. You’ve heard everyone talk about the industry’s growth and innovation—now it’s time to see it in action.

With live demonstrations from Sinch, Radisys, Vonage, and Deutsche Telekom, this event promises to be a true highlight, offering a rare look into the innovations that are transforming communications in real time.

What We’re Excited to See

What excites us the most about this year’s challenge is the range of different perspectives and approaches these four participants will bring. Whether it’s a focus on cloud communications, telecom infrastructure, or enterprise solutions, each company has a unique way of interpreting the future of CPaaS. We’re eager to see how they’ll tackle industry challenges, present their innovations, and ultimately, wow us with their vision for the future of communications.The CASA24 CPaaS Showcase Challenge is shaping up to be a pivotal moment for the CPaaS ecosystem, and we’re confident it will inspire fresh ideas and partnerships that will drive the industry forward. Don’t miss the grand finale—where the future of CPaaS will be brought to life!

Kevin Nethercott, Managing Partner

CPaaS Acceleration Alliance

Organizing an event like CASA24 is a journey full of surprises, but I never thought one of the most difficult parts would be… tracking down a decent headshot!

You’d think that for a crowd of industry professionals, having an up-to-date LinkedIn profile would be standard. Yet here we are, a week before our big event, and let me tell you—the struggle is real. We’ve got over 65 amazing speakers lined up, from top telcos to AI pioneers, but getting a good, high-res photo of them? That’s another story.

Some of these speakers have headshots that must have been taken when Nokia was still making those indestructible brick phones. Others? A single low-resolution photo from a networking event in the distant past. We’ve spent far too many hours scouring the internet, asking marketing departments, and, in a few cases, praying to the Photoshop gods to salvage a blurry image.

It’s become an unspoken truth in this industry: the people shaping the future of communications don’t have time for an updated LinkedIn profile pic.

But because we’re all about solutions, not problems, we’ve come up with a creative fix! We’re adding something special to CASA24 this year: professional headshots for all attendees. Yup, you read that right. Along with the insights, the networking, and all the great sessions, you’ll also get a chance to upgrade your LinkedIn game. We’ve got a photographer on-site, ready to capture you in all your industry-expert glory.

So if you’ve been dodging that “Update your profile” prompt on LinkedIn for far too long, fear not. CASA24 has your back. Just show up, strike a pose, and leave with a photo that won’t leave people guessing, “Is this the same person?” every time you show up to speak.

After all, we’re in the business of communications. Let’s make sure we’re looking as sharp as the ideas we’re sharing!

I have a confession to make: I never imagined that 12 years of organizing events where IT and telco meet would lead to this moment. As we stand just 10 days away from our second CPaaS Acceleration Summit in Amsterdam, I find myself reflecting on the journey that brought us (and especially me) here. It’s been a path filled with challenges, opportunities, and, most importantly, incredible people who have influenced and shaped what the CPaaS Acceleration Alliance has become today.

The Beginnings: Cloud Communications Alliance and Cavell

My journey in this alliance/event space began with the Cloud Communications Alliance. During my three years there, I had the privilege of working alongside Joe Marion and Clark Peterson, tripling the number of members. Their vision and leadership were crucial as we organized events that brought together key players in the industry. Those early years were formative, laying the groundwork for everything that was to come.

At the same time as my work with the Cloud Communications Alliance, I also partnered with Cavell Group (now simply Cavell) to organize Hosted VoIP Events. Working closely with Matt Townend and Dom Black was an enriching experience. They taught me invaluable lessons about the cloud comms space, events, content and programming. Their insights and dedication helped shape my own vision of what a perfect event should be. Together, we focused on the rapidly evolving world of hosted voice services, creating a platform that brought industry leaders together to share insights and ideas.

The Collaborations: Alan Quayle (TADSummit/TADHack) and Mehdi Medjaoui (APIdays)

After my time with CCA and Cavell, I pivoted a bit to the tech side, collaborating with Alan Quayle at TADSummit and co-organizing a number of TADHack events that were deeply rooted in the developer community. Alan’s focus on developers over commercial interests made for a unique but challenging dynamic. His expertise and perspective helped me appreciate the importance of catering to specialized audiences, yet also highlighted the difficulty of blending different communities.

I also partnered with APIdays, a platform built from scratch by Mehdi Medjaoui. Mehdi was a great partner and friend, and at APIdays Telco we attempted to blend the developer focus of APIdays with more commercial telco elements. Unfortunately, after two successful Amsterdam events our attempt to create a joint venture combining events with consultancy had a sad ending – but still the experience was invaluable. Mehdi’s passion and commitment to his vision taught me a lot about the power of perseverance and the importance of staying true to one’s goals.

These collaborations reinforced the realization that while existing platforms have their strengths, my vision of a community where diverse elements truly integrate was still out there waiting to be fully realized.

The CPaaS Realization

As the years went on, CPaaS enablers began to trigger something in me. I saw a significant opportunity for Telcos—particularly the legacy MNOs that had been somewhat overshadowed by over-the-top solutions—to reclaim their place in the communications world. This realization led to the formation of the CPaaS Acceleration Alliance. We planned our first event for early 2020 at Mobile World in Barcelona, but, like many others, we had to cancel it a week before due to COVID-19.

During the pandemic, I briefly pivoted to organizing online events like the Smartcom Summits. These virtual gatherings were a learning experience, particularly in the art of online presentations and scheduling. Working with Charles Groenhuizen, a seasoned journalist and TV show host, offered a unique perspective that added depth to our events. Even though we were navigating uncharted territory, the experience was invaluable.

The Birth of the CPaaS Acceleration Alliance

Then, in what feels like no time at all, Kevin Nethercott and I sat down and started sketching out what would truly become the CPaaS Acceleration Alliance. Kevin’s experience with CPaaS enablement technology at Telestax, a company that sadly no longer exists, was instrumental in shaping our vision. Together, we thought through business models, membership tiers, the right mix of online and offline activities and the outreach needed to build a strong community.

In February 2023, we signed up our first paying member. Fast forward to today, and we have bootstrapped to 100 members, including all the major CPaaS providers as well as large tier-one operators and smaller CSPs plus a wide range of technology companies, UCaaS and CCaaS providers, analysts and industry experts. This rapid growth is a testament to the power of collaboration and the shared belief in the future of our industry. It also marks the realization of a long-held vision—creating a community that goes beyond just events, where IT, telco, tech, and commerce truly blend.

A Nod to Jeff Pulver, VON and VON: Evolution

I’d be remiss if I didn’t mention Jeff Pulver, who joined our story about a year ago. Jeff is the original founder and organizer of the VON (Voice over Network) events, which, around the turn of the century, were in many ways the foundation of the whole telco/IT integration and cloud communications as we know it today. We’ve worked together on several occasions, speaking at each other’s events and sharing insights. While our focuses and audiences may differ, the mutual respect and camaraderie remain strong.

In an industry as vast as ours, it’s reassuring to know that even when paths diverge, the connections we’ve made endure, and that as platforms and event organizers we can continue to work together and help eachother as well as the larger community.

Looking Ahead: CASA24 and Beyond

And now, here we are, just 10 days away from CASA24, our flagship event. As I look back at the past 12 years, I see a journey of learning, adaptation, and growth. But more than that, I see the beginning of something bigger—a movement. The CPaaS Acceleration Alliance isn’t just about hosting events; it’s about bringing together an ecosystem of CSPs, CPaaS providers and enablers, and experts, and fostering an environment where innovation can thrive.

These past 2 years, we’ve been incredibly productive, thanks in no small part to the contributions of our partners, Robert Galop and Gert-Jan Huizer. Together, we’ve built something that goes beyond just talking about technology. Our focus is on the go-to-market strategies and business success that will drive the industry forward.

A Call to Action

So, as we prepare for CASA24, I invite you all to join us. Be part of this movement. Whether you’re a Telco, a CPaaS provider, an analyst, or simply someone who believes in the power of collaboration, there’s a place for you here. We still have some tickets available, and I’d love to see you there. Let’s connect the dots together, and build the future of communications.

After two days of intense learning, networking, and innovation at CASA24, we like to slow things down a bit on Day Three. But don’t be fooled—while the pace might be more relaxed, the work we do is just as critical. This members-only day is where the real magic happens, as we gather in a more intimate setting to reflect, discuss, and plan the way forward.

Breakfast

The day begins a little later, giving everyone a chance to ease into the morning after the members’ dinner the night before. We’ll kick things off with breakfast, setting the tone for a day filled with collaboration and insight.

Working Groups

Our working group sessions will dive deep into some of the most active areas within the Alliance—Telco APIs, AI and Data, Security and Trust, and the potential kickoff of a new convergence working group. These sessions are where our members roll up their sleeves and get to work, driving the initiatives that will shape the future of our industry.

Roundtable Discussions

In addition to the working groups, we’ve scheduled roundtable discussions that will allow us to reflect on the key takeaways from the previous two days. These discussions are open, engaging, and designed to help us all figure out how we can apply what we’ve learned to improve our businesses. It’s an opportunity for candid conversation and real-time problem-solving.

Workshops

Workshops are another highlight of the day. We’re excited to have Ali Bouhouch lead a special session on AI for the board, and we’re working on securing a session on Camara and network APIs from some of our most active members. Thomas Howe will also be offering a workshop on vCon, a new standard for virtualized conversations that combines trust, AI, and enrichment—a truly exciting area with a lot of potential.

Lunch

We’ll round out the day with a final lunch, wrapping up around four o’clock. By this point, many will start their journeys home, but not before we’ve laid the groundwork for the next steps. It’s a fitting end to what promises to be a perfect three-day event—productive, insightful, and forward-looking.

Day Two of CASA24 is dedicated to delving deep into the future of Customer Experience (CX) and how operators and service providers can harness cutting-edge strategies to drive success using CPaaS.

With a focus on the tools and knowledge Technology and Revenue Leaders need to thrive, this day is packed with actionable insights and high-value content. Check out the schedule on the event site for details!

Morning Track: Elevating Customer Experience

The morning kicks off with a comprehensive exploration of Customer Experience (CX). In today’s highly competitive landscape, the quality of customer interactions can make or break a business. This track will cover the latest trends in CX, with a spotlight on how operators can leverage these insights to differentiate their offerings and create lasting customer impact.

As part of this session, we’ll also introduce our Service Provider Playbook, a must-have resource designed to help you go to market more effectively. The Playbook, along with our academy and advisory services, is tailored to accelerate your journey, ensuring that your solutions not only reach the market faster but also make a significant impact. Whether you’re looking to refine your customer experience strategies or explore new ways to engage with your audience, this track is essential.

Afternoon Tracks: GTM Success, AI & Data, and Converged Solutions

After a morning focused on CX, the afternoon splits into three parallel tracks, each diving into critical areas for growth and innovation.

1. GTM and Sales Success
   This track will cover the essentials of go-to-market (GTM) strategies and sales success. From aligning marketing and sales efforts to driving effective lead generation and exploring real-world use cases, this session is packed with practical advice. Learn how to streamline your processes and maximize your results, ensuring your team is fully aligned and focused on achieving your business goals.
2. AI & Data
   AI is revolutionizing the communications industry, but it comes with its own set of challenges, particularly around data. This track will explore the specific requirements telcos face when leveraging AI, and how innovative solutions are being developed to meet these needs. Discussions will include the role of GenAI in improving customer interactions within contact centers and how AI-driven data strategies can create new opportunities for growth.
3. Converged Solutions and Innovation
   The cloud communications landscape is evolving rapidly, and this track will take a closer look at the platforms available to telcos and CSPs today. Explore the pros and cons of various platforms, and see how APIs and CPaaS are driving the innovation that modern customers demand. This session is crucial for those looking to stay ahead of the curve and deliver the next generation of communication solutions.

The CPaaS Showcase Challenge: A Finale You Can’t Miss

Day Two wraps up with the infamous CPaaS Showcase Challenge, where some of the most innovative solutions will be put to the test. This is not just a competition; it’s a chance to see the future of CPaaS in action. Whether you’re looking for inspiration or evaluating potential partners, the Showcase Challenge is the perfect way to end a day filled with insights and innovation.

The full program is now online at casa24.amsterdam/casa24-schedule – I encourage you to check it out and see all the incredible sessions we have lined up!

In this blog, I’ll be focusing on Day One, which is packed with transformative insights specifically for operators, telcos, and MNOs – plus everybody looking to do business with them.

Morning Session: Telco Transformation – The Big Picture

We kick off CASA24 on Monday morning with an in-depth look at how telcos are transforming. Industry leaders from McKinsey, Infobip, GSMA, Radisys, S&P Global, STL Partners and more, as well as top-tier operators like e& enterprise, BT Group, Deutsche Telekom, Telin and KPN will share insights on what’s driving this change and why programmable telecoms are essential to their future.

This morning track will cover not just broad trends but also specific strategies telcos are adopting to stay competitive in an ever-evolving market. From the latest in digital transformation to the impact of emerging technologies, this discussion will set the stage for the rest of the day.

Whether you’re an operator adapting to new market demands or a business looking to partner with telcos, this is where you need to be.

Afternoon Tracks: Network APIs and Security & Trust

After lunch, the day splits into two parallel tracks, each addressing critical aspects of the future of telco in more detail.

1. Network APIs: The New Frontier
   The possibilities within network APIs, as standardized in Project CAMARA and brought to marketing through GSMA’s Open Gateway Initiative (OGI) are endless, and this track dives deep into how operators are harnessing this technology. Expect to hear the latest Network API research results from S&P Global, and energetic panels about cutting-edge use cases where APIs are driving innovation in areas like CX and 5G. There will also be practical discussions on API integration and how this is becoming a new revenue stream for operators. Learn from the innovators who are pushing the boundaries and discover how you can leverage these APIs to create new opportunities.
2. Security & Trust: Building Resilient Networks
   In an era where cybersecurity is paramount, this track focuses on the strategies and technologies that ensure secure and trustworthy networks and communications. Topics will include vCon (virtualized conversations), data privacy, and how operators are working to build trust with consumers. Hear from experts who are tackling these challenges head-on, and understand how your business can benefit from their insights.

Why You Can’t Miss Day One at CASA24

If you’re a strategist or technical or business lead in the telco space—or looking to enter it as a technology provider—Day One at CASA24 is unmissable. This is your chance to engage directly with the minds shaping the future of the industry, from strategic thinkers to technical innovators. The networking opportunities alone could be the key to your next big partnership or business breakthrough.

After the success of last year’s CPaaS Showcase Challenge at CASA23, we’re back at CASA24 with an even more exciting lineup! Our showcase challenge quickly became a highlight, and it’s easy to see why—live demos of cutting-edge tech, real-time innovations, and the thrill of seeing the future unfold right before your eyes.

This year, we’re turning the spotlight on two major themes: operators and network APIs, and the incredible possibilities of AI. Whether you’re into the nuts and bolts of network innovation or the transformative potential of artificial intelligence, this showcase challenge is where you’ll want to be.

It’s not just informative; it’s a lot of fun too! Watching live demos of the latest tech in action, interacting with the people behind the innovations, and experiencing firsthand what’s next in CPaaS—it’s an experience you won’t want to miss.

This is another reason you can’t miss CASA24. And if you’re interested in showcasing your latest innovations, let us know! Visit CPaaSAA Showcase Challenge for more details, including highlights from our previous showcase challenges.

Exclusive Invitation-Only Executive Dinner

We are thrilled to announce an exclusive, invitation-only executive dinner taking place on the Sunday night before CASA24. This special event marks the start of the new CPaaSAA Leadership Circle and is graciously sponsored by Infobip, a testament to their leadership and commitment to the CPaaS community.

This inaugural edition of the CPaaSAA Leadership Circle will be hosted at the illustrious Restaurant Spectrum, nestled within the Renaissance-style Waldorf Astoria hotel. The evening promises to be a remarkable experience featuring a 5-course gourmet meal meticulously crafted by 2-Michelin star chef Sidney Schutte, paired with exceptional wines chosen by esteemed sommelier Cas Kratz.

Highlights of the Evening:

• Elite Gathering: This exclusive dinner will bring together a select group of SVP-level executives from Accelerate Members. It’s a unique opportunity to network, connect, and share insights with top industry leaders.
• Culinary Excellence: Guests will indulge in a meticulously prepared 5-course dinner, complemented by a selection of the finest wines.
• Elegant Ambiance: The luxurious surroundings of the Waldorf Astoria provide a beautiful backdrop for meaningful conversations and connections.
• Knowledge Sharing: Engage in enriching discussions and exchange ideas in an intimate, relaxed setting.

The CPaaSAA Leadership Circle aims to foster meaningful connections, celebrate fine dining, and create lasting impressions among top industry leaders. We extend our heartfelt appreciation to Infobip for making this first Leadership Circle dinner possible, highlighting their role as a leader in the industry.

Stay tuned for more updates on CASA24 and the exciting initiatives of the CPaaSAA Leadership Circle. This exclusive dinner is just the beginning of our journey to accelerate growth and innovation in the CPaaS industry.