The stands have been dismantled, the halls have fallen quiet – but the impressions linger. The E-Commerce Berlin Expo 2026 was, once again, everything we hoped it would be. And ISC-CX, of course, was right there in the thick of it.
With more than 10,000 visitors, world-class speakers and an extraordinary breadth of companies from e-commerce, retail and technology, this anniversary edition made one thing abundantly clear: the industry is moving fast. Customer experience is no longer a nice-to-have – it has become the strategic heart of every serious business.
But beyond the figures and the facts, it was the conversations that truly defined these two days.
What had everyone talking
In Berlin, four key themes dominated our discussions – and shaped how we think about what comes next.
1. AI in Customer Experience & Retail
Artificial intelligence is no longer a vision on the horizon. It is operational reality. From intelligent process automation to real-time, data-driven service analysis, AI is enabling businesses to run leaner and measure service quality with far greater precision.
The question companies are asking today is no longer whether to integrate AI – it is how to do so thoughtfully, in a way that enhances rather than replaces human excellence.
2. Mystery Shopping – the next generation
Mystery shopping is evolving at pace. The traditional single-report format is steadily giving way to something far more dynamic:
- Live feedback systems
- Interactive analytics dashboards
- Predictive CX approaches
The direction of travel is clear: from reactive assessment to proactive management. Businesses want real-time visibility – into service consistency, brand standards and the genuine impact of their training programmes.
3. Retail Innovation & automation
Omnichannel is no longer a buzzword. It is simply how modern retail works. Retailers are actively seeking technologies and partners that can marry operational efficiency with compelling brand experience.
What stood out in Berlin was the desire for solutions that automate processes without stripping away brand personality. Consistency and character need not be in conflict – with the right approach, they reinforce each other beautifully.
4. Networking with substance
Trade shows live and die by the quality of their conversations. Berlin, once again, proved just how much value a genuine face-to-face exchange can hold.
We had the privilege of speaking with international brands, forward-thinking retailers and inspiring technology partners. These encounters are far more than networking in the conventional sense – they are where new ideas take root and long-term collaborations begin.
From Berlin to the boardroom
Events like the E-Commerce Berlin Expo are not an end in themselves. For us, they are a source of momentum.
Every insight we gathered feeds directly into our ongoing work – from AI-powered analytics solutions to fresh thinking on mystery shopping and CX innovation. Because for ISC-CX, innovation only truly matters when it can be put into practice.
A final word
To everyone who sought out a conversation, shared a perspective or challenged our thinking: thank you.
The E-Commerce Berlin Expo 2026 has reaffirmed what we already believed – customer experience is becoming more data-driven, more intelligent and more connected. But at its core, it remains a deeply human discipline.
We look forward to the next ideas, the next projects and the next events.
