CXA Annual Conference 2025
June 10, 2025
Register for this eventVenue
Congress Centre, 28 Great Russell St, London, WC1B 3LS
Delivering Great CX
Stay ahead of emerging trends, learn how to leverage AI-driven insights, and explore crafting seamless customer-first experiences
Join us at the CXA Annual Conference 2025, our premier event for contact centre professionals and CX leaders, as we explore the future of customer experience and how to deliver great CX in 2025 and beyond.
In an era where customer expectations are at an all-time high, this one-day conference will uncover the strategies, technologies, and best practices that are redefining how brands engage with customers. The agenda brings together expert speakers, thought leaders, and industry innovators to explore the latest CX trends, including AI-driven personalisation, seamless omnichannel experiences, sustainability, and emotional engagement.
What You’ll Learn:
- How AI is empowering customers with hyper-personalised, frictionless experiences
- Strategies for blending digital and human touchpoints to deliver seamless omnichannel journeys
- How sustainability is becoming a key CX differentiator in driving customer loyalty
- Leveraging real-time feedback loops to transform customer insights into action
- The power of human-AI collaboration to create emotionally engaging customer experiences
Why Attend?
Whether you’re a CX professional, contact centre leader, or technology partner, the CXA Annual Conference 2025 is your opportunity to gain valuable insights, network with industry peers, and explore the latest innovations shaping the future of customer experience. Don’t miss out on:
- Expert-led keynotes, panel discussions and fireside chats
- Practical case studies from leading brands
- Interactive Q&A sessions
- Networking opportunities with CX professionals and solution providers
Secure your place today and be part of the conversation shaping the future of customer experience.
We look forward to an informative and engaging day of learning and networking!
Sponsors
Agenda
Registration & Networking
Join us for registration and networking prior to our welcome address.
Welcome Address
- Opening remarks and introduction to the day.
- Setting the stage: Why CX matters now more than ever.
- What attendees can expect from the conference.
CX as a Growth Engine – Reality vs. Hype
MORNING KEYNOTE
- Exclusive unveiling of the CXA Consumer Research Survey and CXA CX Trends 2025.
- The state of CX today: Market turbulence, economic instability, and shifting customer expectations.
- Is CX still a growth enabler? How do businesses optimise CX amidst uncertainty?
- Efficiency and optimisation vs. the role of emerging technologies.
- The evolving employee experience: What needs to change?
Omnichannel Excellence – Beyond the Buzzword
PANEL DISCUSSION
- Crafting seamless customer journeys across digital and physical touchpoints.
- AI-powered automation vs. human connection: Striking the right balance.
- Lessons from brands that are setting the gold standard in omnichannel CX.
- How to evolve from good CX to exceptional CX.
Tea/Coffee Break, Sponsor Showcase & Networking
Employee Experience – The CX Differentiator
FIRESIDE CHAT
- Why engaged employees are the key to exceptional customer experiences.
- Rethinking employee enablement: Training, well-being, and empowerment.
- The role of AI and automation in employee workflows.
- What are the barriers to great EX, and how do we overcome them
Emotional Engagement in the AI Era
EXPERT PANEL
- The evolving role of emotional intelligence in a digital world.
- Human-AI collaboration: How AI can enhance, not replace, emotional engagement.
- Defining your Emotional Blueprint: What does it look like for your brand?
- Prioritising human-centric CX for meaningful customer outcomes.
Networking Lunch & Sponsor Showcase
Meet leading CX partners, tech providers, AI solutions, and industry innovators.
From Data to Decisions – Transforming Insights into Action
AFTERNOON KEYNOTE
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The power of data-driven CX strategy.
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Sentiment analysis: Understanding customer emotions at scale.
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Leveraging customer insights for personalised experiences.
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ABM (Account-Based Marketing): A new frontier for CX strategy.
Great CX across Industries – Best Practices & Innovation
PANEL DISCUSSION
- How to apply cross-industry CX lessons to your specific sector.
- Public sector, retail, finance, and beyond – what’s working?
- Self-service, Agentic AI, and the future of empowered customers.
- How to maintain the human touch in an increasingly automated world.
Ashwin Peter
Senior Product Lead - Payments Strategy & Customer Experience - Energy Platforms
British Gas
Panellist
Next-Gen Customers – What They Want & How to Deliver
FIRESIDE CHAT
- Who are the next generation of customers, and how do they engage?
- Metaverse, Gen AI, and the evolving tech landscape.
- The role of AR/VR in immersive CX.
- Preparing your business for the future of customer engagement.
Tea/Coffee Break, Sponsor Showcase & Networking
The Future Contact Centre – AI, Automation & The Agent Experience
Q&A PANEL
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The AI-assisted agent: How AI is changing customer support.
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Balancing automation with human empathy in the contact centre.
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Overcoming AI adoption challenges and ensuring a seamless transition.
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Training the workforce for the contact centre of the future.
The 2025 CX Roadmap – Challenges & Opportunities Ahead
CLOSING PANEL
- Key CX priorities for the next 12 months.
- The biggest hurdles and how to navigate them.
- What’s next for CX strategy? Emerging trends and innovations.
- Final reflections from industry leaders and key takeaways from the day.
Closing Remarks & Key Takeaways
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Summary of insights, trends, and actionable strategies from the conference.
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Final thoughts on the future of CX and how to stay ahead.
Networking Drinks Reception
- Unwind, connect, and reflect on the day’s discussions.
- Build relationships with fellow attendees, speakers, and sponsors.
