Highlights from the CX & AI Strategy Event, October 2025

What did we cover at the event?

At the recent CX & AI Strategy Event in Leeds, we explored how AI + digital channels are now strategic growth levers — not just operational tools. The focus shifted from pure customer automation to boosting employee wellbeing, with AI working to reduce cognitive overload, wrap-up tasks and stress for contact-centre agents.

Real-world transformation was showcased through two Genesys customers, including West Lindsey District Council, who demonstrated that by adopting voice IVR, bots, chat and smart routing, they have significantly improved both customer satisfaction and agent experience.

Key Takeaways

• AI can, and should, support agent wellbeing, not just improve CX
• Organisations must compete on experience, not just product or price
• Autonomous AI agents (Agentic AI) are emerging — making decisions proactively based on context.

Rounded off with some live demonstrations of Genesys Cloud and Dynamics 365 plus a lively Q&A session, it was a very informative morning. Fancy coming along to the next one? Check out our Events page.

Want more info? Read the event blog, including some great benefit stats from our customer speakers!