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!
Agenda
Registration & Networking
Join us for registration and networking prior to our welcome address.
Welcome Address
Welcome and introduction to the conference.
Opening remarks.
AI Empowering Customers – The Future of Frictionless CX
How AI is driving hyper-personalisation and proactive CX solutions.
Case study: AI-driven real-time service resolution in retail, travel, hospitality and other sectors.
The Omnichannel Imperative – Blending Digital & Human Touchpoints
Creating seamless customer journeys across physical & digital channels.
The role of AI-driven automation vs. human interaction.
Best practices from leading brands.
Tea/Coffee Break, Sponsor Showcase & Networking
Sustainability as a CX Differentiator – Turning Green Practices into Brand Loyalty
Discussion on how businesses can integrate sustainability into CX strategy.
Case study: AI-powered carbon offset calculators and sustainable customer choices.
Real-Time Feedback Loops – Transforming Customer Insights into Action
AI sentiment analysis in contact centres and real-time response strategies.
What leading brands from a mix of vertical industries are leveraging immediate customer feedback.
Driving operational agility with live insights.
Networking Lunch & Sponsor Showcase
Meet leading CX partners, tech providers, AI solutions, and industry innovators.
Emotional Engagement – The Power of Human-AI Collaboration
How AI-driven insights empower human agents to deliver deeper emotional connections.
Case study: Personalisation at scale with AI + human empathy.
From Friction to Flow – How to Transform CX with AI-Driven Personalisation
How AI-powered insights can help predict and resolve customer pain points.
The impact of hyper-personalised engagement across all customer touchpoints.
Lessons to learn and practical steps for brands looking to integrate AI.
AI & Self-Service – Empowering Customers Without Losing the Human Touch
How AI chatbots, voice recognition, and self-service tools are reshaping CX.
Case studies: Travel, retail, banking and other sector best practices.
Tea/Coffee Break, Sponsor Showcase & Networking
The Future Contact Centre – AI, Automation & The Agent Experience
A look into the future of the contact centre, exploring areas such as the impact of AI-assisted agents, training for emotional intelligence, and overcoming tech adoption challenges.
The 2025 CX Roadmap – Future Challenges & Opportunities
Discussion on where CX is heading, emerging challenges, and strategic priorities for the next twelve months.
Closing Remarks & Key Takeaways
Summary of insights, key trends, and future industry developments discussed throughout the day.
Networking Drinks Reception
Informal networking, discussions, and closing connections.
