Two days at Contact Centre Expo & Customer Experience Expo UK made one thing crystal clear: AI is accelerating fast, but organisations are rediscovering the importance of people.
Across sessions, leaders acknowledged a growing gap between rapid technological innovation and the readiness of processes, data, and front-line teams. The message was consistent: AI only succeeds when humans are empowered to succeed.
Here are our key takeaways.
AI is evolving monthly, but organisations must evolve with it
Genesys predicted a shift toward Universal Agentic Orchestration within a year. Keith Fulford warned that this constant change requires a new organisational mindset: “Month to month, AI is evolving, so you’ve got to adapt your organisation to adapt to that change process.” And that starts with using AI intentionally, as a teammate, not a shiny tool.
Too many companies still make assumption-led decisions, implementing tech before understanding what customers actually need. As CityFibre’s Joanne Hetherington put it: “Assuming customer needs is going to end up with way-off results.”
AI disappointment is mostly self-inflicted
Several speakers highlighted a familiar pattern: organisations excited by AI demos, but unprepared for real-world integration.
Cisco’s Keith Griffin put it bluntly: Companies are “expecting AI to do things it’s not very good at.” bet365’s Danny Gunn echoed the caution: “It may sound great from the sales pitch, but does it actually work?”
Many pilots stall because:
- back-end processes aren’t ready
- data isn’t connected
- teams aren’t equipped
- expectations are unrealistic
The lesson: AI works when foundations work.
Expectations are rising on both sides of the conversation
L&Q’s Kim Baker highlighted the increasing emotional complexity of customer interactions, particularly for vulnerable customers. At the same time, customers expect flexible, instant, omnichannel service, and employees expect the same level of support. “There’s a sense of demand from employees just like the customer,” Gunn noted. The pressure is real, and growing.
The data challenge: too much data, not enough time
One of the biggest themes was data overload. NiCE’s Natalee Higgins summed it up: “There’s an overload of data and a very short amount of time to make sense of it.” Managers are drowning in reports that take too long to compile, resulting in missed opportunities and team fatigue.
Her point was clear:
“It’s not about data collection, it’s about data connection.”
Real-time, actionable insight is now essential, not optional.
Our Session: Why supporting people is the missing piece in the AI conversation
Ben Scales, our Head of Sales at Elephants Don’t Forget, contributed to the event with a session focused on supporting front-line employees in the age of AI. His message resonated because it grounded the AI discussion back in reality:
- Automation hasn’t made front-line roles easier, it’s made them harder
Advisors now handle only the most complex, high-stakes interactions.
- AI should empower, not replace
Daily knowledge reinforcement and embedded learning give teams the confidence and competence to perform under pressure.
- Human performance drives customer experience
Confident people deliver fewer errors, stronger compliance and better outcomes.
The audience response was immediate, many headed straight to the stand to continue the conversation. A clear sign that organisations are recognising something essential:
You cannot achieve transformation without investing in your people.
Final Thought: The Real Competitive Advantage for 2026
Across every conversation, one truth kept resurfacing:
- AI is moving faster than ever
- Expectations are rising
- Complexity is increasing
- Data is overwhelming
But the organisations that will thrive are those that keep people at the centre. Competent, confident, supported people. That’s where customer experience begins, and where AI transformation succeeds.