Events

Disrupt 2025 – London

  • 20th May 2025
  • 09:00 - 15:30
  • London

Join us at Disrupt!

Disrupt is the must-attend event for CX innovators across Europe, looking at the intersection of cutting edge technology and the world of customer experience.

Agenda

Time

Details

Speaker

Time

09:00

Details

Arrival & Registration: Morning Buzz & Brews


Time

09:15

Details

Welcome: The Disruption Begins


Time

09:30

Details

CX & AI: What’s Possible?

AI is transforming customer experience—fast. Advancements in computing power, synthetic data, and new language models are reshaping how we engage with our customers. The AI Agent era is here. Are your strategies ready?

Sabio’s Stu Dorman breaks down what’s happening and what’s coming. A future of experiences, enhanced by AI.


Time

10:00

Details

Award-Winning Customer Service via AI-Powered Insights

Hear from British Airways as they reveal how – in an award-winning project – they transformed customer service through AI-powered data insights, delivering significant savings and reducing contact centre workload by 22%. Here’s how BA turned post-pandemic challenges into opportunities, implementing innovative solutions that revolutionised CX and earned industry recognition. 

Speaker


Time

10:30

Details

How To Stop Agents Being Emotional Punch Bags

Your Best Staff Are Breaking: The Retail Trust exposes customer service teams crumbling under modern pressures, and why traditional ‘wellness’ programmes aren’t enough. Discover the revolutionary approaches keeping retail’s frontline fighting fit – and where other industries can learn from them!​

Speaker


Time

11:00

Details

Your Next Customer Service Superstar Doesn’t Speak Your Language – And That’s Perfect!

Hear how award-winning real-time translation technology at Transcom is rewriting the rules of the contact centre, turning language barriers into business opportunities.​

Speaker


Time

11:30

Details

Break: Refuel & Recharge


Time

12:00

Details

From SaaS Disconnect to Digital Transformation

Discover how a strategic partnership approach transformed a fragmented technology implementation into a business success story, delivering genuine ROI through AI voice bots and Sabio’s solutions & expert services.

Speaker


Time

12:20

Details

Building AI Solutions Over Existing Infrastructure

While everyone talks about AI, NewDay built their own generative AI solution — transforming how 500 agents serve customers in real-time.

Speaker


Time

12:40

Details

Seconds Matter! Conquering WFM Challenges in the World’s Most Unpredictable Industry

Flutter Entertainment transformed workforce management from a planning nightmare into an award-nominated employee experience – setting new standards in the world’s most unpredictable industry!​

Speaker


Time

13:00

Details

Breaking Barriers: Neurodiverse CX & EX

Hear from Leeds Building Society & VoiceAbility on how they’re transforming customer and employee experiences for its neurodiverse communities. When advocacy & empathy meets innovation, barriers don’t just fall – they disappear.​

Speaker


Time

13:20

Details

Panel Session: The Next 3-5 Years: The CX Visionary View

Nobody really knows what customer service will look like in five years — but some organisations are making bolder bets than others.


Time

14:00

Details

Lunch: Closing Bites & Big Ideas


Time

15:30

Details

Event Close: Until We Disrupt Again


Speakers

Teresa Restucci

British Airways

Christine Domeney

Flutter

Ryan Plant

Flutter

Adam Holdsworth

Rentokil Initial

Chris Brook Carter

Retail Trust

Allan Moses

VoiceAbility

Nikki North

NewDay

Sergio Zavota

NewDay

Amy Perring

NewDay

Fran Rea

NewDay

Jakob Westgren

Transcom

Kelly Shippen

Leeds Building Society

Register for the in-person event. The Sabio team will review your request and confirm your place by email.
Sabio reserves the right to reject and/or withdraw users’ registration for Disrupt at any time.