Disrupt is the must-watch event for CX innovators across Europe, looking at the intersection of cutting edge technology and the world of customer experience.
AGENDA
Time
Details
Speaker
9:15
Welcome: The Disruption Begins
9:30
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.
10:00
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.
10:30
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!
11:00
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.
11:30
Break
12:00
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.
12:20
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.
12:40
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!
13:00
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.
13:20
Regulating the Unknown: AI Governance in a Rapidly Evolving Landscape
Dr Hayes will compare the divergent regulatory approaches of the EU, US and UK, highlighting critical considerations for global businesses – such as yours – in implementing AI-powered customer experiences.
13:40
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.
14:00
Event Close
MEET OUT SPONSORS
THE VENUE
Blue Fin Building
12th Floor, 110 Southwark. London SE1 OSU
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