Rewriting the Rules of CX: What to Expect at Disrupt London 2025
In just four days, Disrupt London, the latest iteration of Europe’s premier Customer Experience (CX) programme, will open its doors to the brightest minds in CX innovation.
As the industry arguably stands at the crossroads of technological revolution and human connection, this year’s event promises to be a crucible of forward-thinking ideas that will shape customer interactions for years to come.
Set against the backdrop of unprecedented AI advancement, Disrupt London arrives at a pivotal moment. The relentless and rapid evolution of language models, synthetic data capabilities, and computing power has fundamentally altered the CX landscape. Yet the central question remains: how do we harness these tools while preserving the authentic human connections that define brilliant CX for everyone, everywhere, every time?
What To Expect at Disrupt London
This year’s case study-led and carefully curated programme will feature trailblazers who’ve been navigating these waters successfully.
We’ll have British Airways showcasing their award-winning AI-powered insights project that slashed contact centre workload by 22%, while credit card giant, NewDay, will reveal how they built bespoke generative AI solutions atop existing infrastructure — proving innovation doesn’t always require starting from scratch. Delegates will also hear the team at Rentokil Initial address a massive industry problem – how expert services and guidance from Sabio helped them bridge the gap between the contact centre and technology innovation success!
The event will also delve beyond technological capabilities into critical human elements that are often overlooked in the AI conversation. The Retail Trust‘s session on agent wellbeing addresses the emotional toll faced by frontline staff – with universal learnings for other industries to take note of. Meanwhile, Leeds Building Society and VoiceAbility present groundbreaking approaches to neurodiverse customer and employee experiences – a session that was born at Disrupt 2024 and one that proves that Disrupt is now critical to the wider CX conversation.
Perhaps most timely is Dr Ben Hayes‘ analysis of divergent regulatory approaches to AI governance across the EU, US, and UK — essential knowledge for organisations implementing AI-driven CX in an increasingly complex compliance landscape. How exactly DO you regulate an industry that is constantly shifting??
The culminating panel discussion, “The Next 3-5 Years: The CX Visionary View,” promises to be particularly illuminating as industry leaders debate the shape of customer service in the near future – what they’re doing now and how that will look in five years’ time – and which strategic bets will prove most fruitful.
Blending Tech and Humans
Disrupt London continues to be the essential gathering for those serious about leading rather than following in CX innovation. This year’s focus on blending cutting-edge technology with human-centred approaches and expert services reflects the industry’s maturing understanding that true disruption comes not just from new tools, but from reimagining how they serve people.
And finally, I have to thank and express our sincerest gratitude to this year’s sponsors, without whom none of this would be possible — thank you Avaya, Cognigy, Gamma, Genesys, Sycurio, Verint, and Westcon.
Your continued support makes possible this vital platform for advancing CX excellence and peer-to-peer discussion all across Europe.
See you in London – before all eyes turn to Paris!