Disrupt on the Road arrives in Copenhagen!
- 27th October 2026
- 10:00
- Copenhagen
The stage is set for Disrupt on the Road, a gathering of inspiring CX pioneers, where technology and human experience converge to shape the future. Here, the ideas of tomorrow are unveiled, challenged, and reimagined through the lens of AI. Will you be there to shape the future?
10:30
Welcome
Cedric Jacott
Business and Market Development Director
10:35
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
11:00
Easy to demonstrate, hard to trust: preparing AI voicebots for production
AI voicebots are easy to demonstrate but difficult to trust. As organizations introduce these systems into their contact centers, the real challenge becomes control: ensuring the AI delivers the right experience every time and knowing when it doesn’t. This presentation explores how phased rollouts, red teaming, and production-grade observability transform AI from a “black box” into something CX teams can confidently deploy, monitor, and use in live customer conversations.
Jacqueline van Arkel
AI Solutions Architect
11:30
Networking & Coffee
12:30
Outcomes First: How PensionDanmark Built Contact-Centre AI for the People Who Need It Most
Ahead of PensionDanmark’s AI journey, Christina Strand Blaabjerg’s team focused on the outcomes they wanted to achieve, not the technology required to get them there. To support their member base, the team settled on a simple question: how do we make it easier for members to get the help and information they need, when they need it? Hear their journey from chatbot to voicebot: how they measure results when there’s no playbook, why AI is increasingly being used to evaluate itself, and how relentlessly minimising complexity helped deliver AI capability that meets genuine human needs.
Christina Strand Blaabjerg
AI Solutions Lead
12:00
Open Mic: Let’s Talk CX AI
No presentations. No slides. Just conversation. Hosted by Cedric Jacott, this interactive session gives you the chance to ask questions, share experiences, and discuss the realities of AI in CX. From adoption and governance to ethics and business value, join our experts and fellow attendees for an honest, engaging discussion.
Cedric Jacott
Business and Market Development Director
13:00
Summary and closing remarks
Cedric Jacott
+
Morten Christensen
13:15
Lunch & Networking
15:00
Event Close
*The program is subject to change.
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What to expect
