The 22nd Customer World Annual Conference 2026
Date: October 20, 2026
Location: Beijing, China
Organizer: CCM World Group
Co-organizer: Capability Maturity Model Organization
Conference Theme
The New Era of Service—Value Reinvention and Industry Transformation in the Age of AI
Conference Background
For more than two decades, the Customer World Annual Conference has evolved alongside China’s economy and service industry. It has witnessed the transformation of customer service from traditional telephone support to omnichannel customer engagement, from human-delivered service to intelligent service, from customer satisfaction to customer experience, and from service management to customer operations. It has also chronicled the continuous innovation and development of China’s service industry.
Today, we once again stand at the beginning of a new era.
China’s economy is now advancing toward high-quality development. Customer needs are becoming increasingly diverse, service consumption continues to grow, the modern service sector is expanding, and trade in services is accelerating. Service has become an important force driving economic growth, supporting consumption upgrading, and strengthening enterprise competitiveness. More and more companies recognize that future competition will not be limited to products and technologies, but will increasingly depend on service capabilities, operational excellence, and customer relationship management. Service is evolving from a support function into a major source of value creation and an essential link connecting customers, businesses, and broader ecosystems.
At the same time, a new wave of technological transformation led by artificial intelligence is fundamentally reshaping the service industry. From generative AI to AI agents, from digital workers to human–AI collaboration, and from intelligent customer service to intelligent operations, AI is redefining service entry points, workflows, organizational models, and business models. Service is no longer limited to responding to customer needs but is moving toward proactive anticipation, intelligent collaboration, and continuous operations. The customers being served, the methods of service delivery, the structure of service organizations, and the value created through service are all undergoing profound change.
AI is delivering far more than efficiency gains; it is driving service innovation to a deeper level. In the future, knowledge will become a service capability, data will become a service resource, AI models will become service platforms, and intelligent agents will become a new vehicle for service delivery. Service capabilities are moving beyond traditional organizational boundaries and can increasingly be delivered continuously through digital and intelligent models, creating new business models and opening up new avenues for growth.
Data is also becoming a critical foundation for service innovation. Data assets built around customer behavior, enterprise knowledge, business scenarios, and accumulated organizational experience are emerging as one of the most important factors of production in the AI era. How to build trusted, high-quality, and continuously evolving data systems; how to convert data into intelligent service capabilities; and how to enable AI to understand customers, businesses, and operating scenarios more effectively are becoming central priorities in enterprise digital transformation.
Meanwhile, service innovation is extending into an increasingly broad range of industries and application scenarios. From digital tourism, smart retail, and modern financial services to healthcare, on-demand services, livestream commerce, county-level economic development, and the revitalization of specialized local industries, digital technologies are creating new service models and expanding the boundaries of service-driven value creation. More industries are using service innovation to stimulate consumer demand, improve operational efficiency, and strengthen brand value. Service has become an increasingly important driver of industrial transformation and upgrading.
As Chinese companies accelerate their global expansion, China’s service capabilities are also moving more rapidly onto the international stage. From the development of global customer operations to cross-border digital service platforms, and from overseas customer engagement networks to the export of intelligent service capabilities, more Chinese enterprises are treating service as a strategic pillar of international competitiveness. Together with products, brands, and supply chains, service is helping them build stronger competitive advantages in global markets. Taking service capabilities global is becoming an important new priority for Chinese enterprises expanding internationally, while also opening up new opportunities for the modern service industry.
In the face of this profound transformation, service can no longer be confined to customer service departments or contact centers. It is becoming an enterprise-wide capability that extends across product design, marketing, business operations, risk management, digital platforms, ecosystem partnerships, and customer lifecycle management. The boundaries of service continue to expand, and the ways in which service creates value continue to evolve. Service is increasingly becoming an important foundation for enterprise strategy, industrial upgrading, and economic development.
Service is entering an entirely new era.
Under the theme “The New Era of Service—Value Reinvention and Industry Transformation in the Age of AI,” the 2026 Customer World Annual Conference will focus on the emerging trends, technologies, operating models, and ecosystems shaping the service industry in the age of artificial intelligence. Centered on such forward-looking topics as service value reinvention, AI enablement, human–AI collaboration, data-driven transformation, industry innovation, and the globalization of service capabilities, the conference will bring together government agencies, industry organizations, leading Chinese and international enterprises, research institutions, and ecosystem partners. Participants will explore the future direction of service innovation, share practical achievements and industry experience, and contribute to advancing China’s service industry toward a smarter, more open, and higher-quality stage of development.
At this new historical juncture, the Customer World Annual Conference looks forward to working with leaders across the service ecosystem to address a defining question of our time: As artificial intelligence profoundly reshapes the world, how will service create new value? And as service continues to transform industries, how can enterprises position themselves to win the future?
Key Areas of Focus
Service is becoming a core source of enterprise competitiveness (Value Reinvention)
Service is being redefined by AI (Intelligent Transformation)
Data is becoming a new factor of production for service (Data-Driven Transformation)
Service is expanding into new industry scenarios (Scenario-Based Innovation)
Service is supporting the global expansion of Chinese enterprises (Globalization)
Contact Us
Pan Jiangling: +86 185 1081 3910 | panjl@ccmw.net
Qian Yi: +86 176 1003 1679 | qianyi@ccmw.net
Hotline: 400-779-7070
