Industry giants in customer experience CX converged on London this week Tuesday, May 20 th for Disrupt 2025, the latest leg in Europes premier digital transformation and innovation event programme from Sabio Group.
The single-day conference highlighted breakthrough implementations at the intersection of cutting-edge technology and CX, with AI applications in contact centres taking centre stage.
Among the highlights of the event included British Airways Teresa Restucci revealing how their new conversational AI solution helped manage call volume spikes following the recent Heathrow fire incident and additional air traffic control constraints stemming from current global political tensions. The airlines implementation demonstrated the critical role of AI in analysing customer interaction data to maintain customer service levels during crisis situations.
Rentokils Arthur Baylis and Adam Holdsworth addressed a common enterprise challenge - aligning contact centre operations and technology innovation teams. Their presentation showcased successful collaboration strategies - including customer success focus from Sabio - and introduced new AI-powered voicebot proof-of-concepts being tested across their customer service operations.
Jakob Westgren from Transcom highlighted their breakthrough achievements with real-time translation technology, demonstrating how theyve effectively eliminated language barriers to deliver exceptional customer experiences. This innovation represents a significant advancement for multinational service operations, and was rounded off with a live demo of the technology in action.