This article is a contribution from Lora Ping, VP of Business Solutions at Qualfon.
I was in the Sunshine State this past week at CCW Orlando, and like most conferences, it was an incredible couple of days jam-packed and full of inspiration. I was reflecting on the flight home, and when Kentucky welcomed me home with a big snowstorm, I realized it served as the perfect metaphor for the week. CCW was a true whirlwind.
The energy coming out of this January was something I don’t typically see this early in the year, especially post-holidays. At Qualfon, we have a saying, “the fish are running,” and I saw that firsthand all week. Conversations were active. Priorities are shifting. And leaders are clearly ready to move.
A few themes stood out that reflect what’s needed in the industry:
Preparation is a strategy.
Great conferences aren’t about showing up and hoping for good conversations. They’re about preparation. For my team, preparation means deeply understanding where the market is going and how our clients’ needs are changing—not just managing how Qualfon is perceived. We work across many brands and industries, which gives us a unique vantage point into what’s working, what’s not, and what’s coming next. That perspective allows us to bring relevant ideas, grounded insights, and practical solutions to every conversation. We’re not chasing trends. We’re helping shape what comes next.
Fail faster. Learn faster. Lead differently.
AI and Generative AI is starting to reshape our industry the same way the internet did about 30 years ago. Nobody has this fully figured out yet, and that’s exactly the point. The strongest leaders I heard from this week were the ones willing to talk openly about what didn’t work and what they learned from it. At Qualfon, we believe the role of a BPO has fundamentally changed. This is no longer about filling seats. It’s about helping clients navigate CX transformation and which technologies to use, which partners to trust, and how to build a CX ecosystem that delivers results. That means consulting, testing, learning, and sometimes failing forward together. And not being afraid to talk about it.
Be a partner, not a vendor.
One of the most encouraging things about CCW this year was how much the conversation has shifted toward partnership and trust. The best relationships in this space aren’t transactional. They’re built on curiosity, transparency, and a shared commitment to doing what’s right for the customer. Whether we end up working together or not, our goal at Qualfon is always the same: to be a thoughtful, honest voice in the room and a trusted advisor to the brands we serve.
Qualfon team at CCW Orlando 2026: Lora Ping (VP of Business Solutions), Madeleine Stone (Director of Business Development), and Fabrizio Zerlini (SVP, CX Solutions & Innovation)
Finally, this week reminded me that none of this happens without people helping people. We all need strong partners to achieve our goals, and at our core, we’re all here because we’re customer-obsessed. If we start with the customer and let that be our North Star, it keeps our decisions grounded and our priorities in the right place.
2026 is here. The fish are running. And we’re ready.
