Last in a four-part series unpacking the pillars of CASA26.

Every large operator has an innovation lab, an incubator, a venture arm, a digital unit — or all four. And yet, year after year, the breakthroughs that actually move the industry tend to arrive from somewhere else: a startup, a partnership, an outsider who saw the problem differently. At CASA25, one of the most uncomfortable and best-attended sessions asked the question out loud — why do telcos keep failing at innovation? The answer wasn’t a shortage of money, talent or technology. It was that the industry keeps treating innovation as something to own, when it is really something to orchestrate.

That is the subject of CASA26’s fourth and final pillar — innovation, ecosystems and real outcomes. And it’s the pillar the other three lead into. Intelligent engagement, sovereign AI, programmable networks: not one of them gets built by a single company acting alone.

Innovation is not a department

The recurring mistake is to treat innovation as an internal capability — a team, a budget, a building. But in a multi-stakeholder industry, the breakthrough almost never sits inside one organisation. It sits in the combination.

Look at what each party actually holds. Telcos have distribution, scale, regulatory standing and decades of customer trust — and they move slowly, with their attention turned inward. Startups have speed, focus and ideas — and they lack the distribution and trust to scale them. Capital can fund the gap — but only if it can see a credible path from idea to deployment. Each holds a piece. None holds the whole.

The asset a telco lacks is rarely an idea. It’s the speed to act on one. The asset a startup lacks is rarely an idea either — it’s the reach and the trust to take one to market. Put them in the same room, with capital at the table, and the arithmetic changes. That is the case for ecosystems over products, and it is the principle CASA is built on.

The problem isn’t invention. It’s execution.

If there was a single conclusion from CASA25, it was this: the technology is ready, the standards are maturing, the use cases are proven. The industry’s question has shifted from “can we?” to “how fast?” And “how fast” is not an engineering question. It’s an execution question — and in this industry, execution is a team sport that depends on partners aligning, not on one company’s roadmap.

This is where most innovation quietly dies. Not in the lab, but in the gap between a signed partnership and a live pilot. The industry is fluent in the theatre of innovation — the MOU, the demo, the press release — and far less practised at the unglamorous work of turning a promising collaboration into something deployed, paid for and scaled. CASA’s entire reason for existing is to close that gap.

What real outcomes actually look like

This is the pillar where CASA tries hardest to be different: anchored in proof, not panels. At CASA25, the Case Directory’s “show me the money” sessions made use cases defend themselves with real numbers rather than slideware. Vonage put quantified results on the table — named deployments, not hypotheticals. And the Showcase Challenge turned a pitch session into real companies, with Telnyx, Radisys, XConnect and winner Tresic among those it put in front of the room.

The model keeps producing. Shush, which has partnered with Twilio to take its Sherlock authentication platform to carriers and enterprises, is the pattern in miniature: a startup’s speed and focus paired with an incumbent’s reach. That is what “ecosystem” means in practice, away from the slide.

Capital is the missing third

Ideas and distribution still aren’t enough on their own. Durable innovation needs capital alongside them — early enough to matter, and patient enough to survive the distance between pilot and scale. It’s why CASA has deliberately brought investors into the room rather than keeping the conversation to vendors and operators, and why Sandbox Industries joined CASA26 as a strategic partner: to connect innovation with investment, and help turn promising collaborations into things that can actually be funded and built.

That partnership isn’t a logo on a website. Over recent months we’ve been on the road with Sandbox — sitting down with operators, cloud communications players and innovators across the ecosystem, connecting innovation with investment and testing where the real appetite for collaboration actually lies. The pattern in those conversations is consistent: the technology questions are largely settled, and the interest now is in who to build with, on what terms, and with whose capital behind it. That is the clearest signal yet that the ecosystem isn’t a conference theme. It’s already forming — and CASA26 is where it comes together in one room.

What CASA26 will do with this pillar

The innovation track at CASA26 is designed to move past the panel and toward the pilot:

• What turns a partnership from an MOU into a deployment — and what kills it in between?
• How do an operator and a startup actually work together without the startup being crushed by procurement or the operator slowed to a halt?
• How does capital get into the ecosystem early enough to change outcomes rather than just reward them?
• And what does a real outcome look like — how do we measure it, and hold ourselves to it?

These are working sessions, not keynotes — curated discussions, showcase pilots and the kind of strategy input that partners like McKinsey bring, in a room of around 150 senior leaders who can actually move from idea to execution together. It’s the CASA method: identify the opportunity, shape it with the right partners, and develop it into something real — through CPaaSAA’s acceleration initiatives, long after Amsterdam.

The whole series points here

Intelligent engagement. Sovereign AI. Programmable networks. Each is a conversation the industry urgently needs to have. But a conversation is not an outcome. CASA26 exists to turn the four pillars into collaborations — which is why CASA is not really an event at all. It’s a working environment for the ecosystem, where the conversation continues long after the room empties. You don’t simply attend CASA. You become part of what follows.

All four pillars are open for partners to help shape and lead. If you want to be one of the organisations defining where this industry goes next — not just watching it happen — this is the room to be in.

The future of this industry will not be built by anyone alone. CASA26 is simply where the people who will build it are in the same place at the same time.

Amsterdam. September 21–23. The next chapter starts now.

That completes the four pillars of CASA26 — Intelligent Engagement; AI, Sovereign Infrastructure & Agentic Systems; Network APIs & Telecom Transformation; and Innovation, Ecosystems & Real Outcomes. We’ll be announcing partners, speakers and sessions across each of them over the coming months.

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

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.

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.

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.