Join us at DISRUPT 2026 – 19th May I London
- 19th May 2026
- 9:30
- London
The stage is set for Europe’s most inspiring gathering of CX pioneers—where technology and human experience come together to shape the future. This is where tomorrow’s ideas are unveiled, challenged, and reimagined. Will you be there to shape what’s next?
Colin Goodbody brings over 20 years’ experience transforming complex customer operations, with a passion for using technology and AI to remove friction and create experiences that build lasting trust. At Bromford, he has led a significant contact centre transformation, empowering teams with the tools and autonomy to deliver faster, more effective service. He is a customer-first leader who turns insight into action.
09:30
AI Optimist or AI Pessimist; Which Side of the Fence Are You On?
On one side, tech optimists promise a singularity where super intelligent AI eliminates contact centres and creates frictionless customer experiences. On the other, pessimists warn of a catastrophic AI bubble – trillions invested with no return, leaving CX leaders with failed implementations and a looming recession. During this session Stu will unpack both arguments before revealing why the truth for customer service leaders lies somewhere in between.
Stuart Dorman
Chief Innovation Officer
10:00
Building CX by laying the AI Foundations
Leaders from British Airways, NewDay, and Benenden Health are brought together to unpack the reality behind their AI journeys – beyond the hype and into operational delivery. From early ambition to scaled execution, they will share the challenges they’ve faced, the tough decisions they’ve made, and the lessons learned along the way. If you’re navigating your own AI roadmap, this session offers rare, real-world perspective from organisations turning strategy into measurable impact.
10:30
A View on the Super Heated Market of ‘AI’ including an Interactive Session
11:30
Networking and Brunch Bites
12:00
AI in the Real World: What Actually Works in the Contact Centre
12:20
Contact Centre AI Revolution
12:40
Building AI that works and bringing your people on the journey at scale
DHL Express’ customer service transformation was technically flawless – but from a people perspective, it was challenging. In a refreshingly honest session, Jen shares what she got wrong, what she learned, and how those hard lessons are now shaping her approach to her next wave of transformation – including a global contact centre migration and an agentic AI launch.
13:00
What Does AI-ready Mean?
Discover what it really takes to scale AI-powered customer service across several global markets.
13:20
Keynote
How AI and Analytics Create Winning Marginal Gains in Formula One
13:55
Closing Comments
Andy Roberts
Chief Executive Officer
14:00
Let’s Continue the Conversations over Lunch
*Agenda subject to change
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What you can expect
