November 19, 2025
Contact Centre Expo 25 Takes Off With A Strong AI Vibe
Excel, London is host to today’s (Wednesday 19th November) “Contact Centre Expo, co-located with Customer Experience Expo UK” event to give it its full name. The show is also on tomorrow if you fancy getting down to explore the latest missions, options and solutions in the world of call centre agents and services.
Featuring 120 exhibitors with over 100 sessions and keynotes, there’s plenty to catch up on, and many networking opportunities. CXM is on the floor and we’ll have some interviews and highlights over the course of the show.
Making Contact at the Expo
Of great interest among the speakers was the “Empowering Employees with AI: How Leading Organisations are Redefining EX” presentation, featuriing Genesys’s Osen Akkemik and Lewis Finch, Senior Manager for Operational Development at Virgin Atlantic.
They discussed the early results from Virgin’s use of Genesys with some 220% more conversations closed, a 50% reduction in handling time and 20% of contacts resolved by automated bots. All leading to a +28-point boost in CSAT scores.
Genesys was also on the floor showing off its new AI‑driven customer experience, spotlighting AI orchestration platforms that unify customer journeys across channels with fresh innovations include predictive engagement tools and AI‑powered workforce management, designed to optimize both customer and agent experiences.
Of Knights and Flight Crew
Helping put aside the notion that all leaders wear suits, there was plenty of fun-factor to help make a few companies stand out.
Cutting a knightly dash on the show floor, Martin Teasdale, host of Get out of Wrap (GOOW), went the full Python (not that sort) to talk about “‘The Holy Grail of CX: Building a Sir-iously Good Team.”
He highlighted the need for purpose-focused teams that are enabled by technology to deliver great results, not technology forcing teams down unsuitable paths.
Zowie AI brought us back to the airline theme, dressed as flight crew to highlight their customer service AI. And around the
There were also plenty of clever efforts at marketing and luring people to stands, but please – no more water bottles! Some creativity needed on that front.
We’ll update with more stories and insights from the show when the team reports back.
