UCX London 2025 kicked off another year, drawing hundreds of professionals to the UK capital for a two-day conference discussing the latest trends in the UC Sphere.
Attendees were treated to a blend of keynotes, panels, and interactive sessions covering cutting-edge topics from various esteemed speakers.
Featuring an exhibitor landscape rich with software and AV vendors, alongside a vibrant partner ecosystem, UCX London 2025 was heavy on innovation. The conference agenda included everything from Microsoft Copilot and AI agents to future-ready UC stacks, converged UC/CC platforms, and mobile-first collaboration strategies.
Unsurprisingly, AI and AI agents dominated. However, beyond the expected buzz around AI, UCX London 2025 spotlighted several other critical themes shaping the future of workspaces, cybersecurity, and contact centers.
After two days of panels and talks, we distilled the key takeaways about industry sentiments.
1. AI Deployment Strategies
AI was firmly on the agenda at UCX London 2025, with 28 sessions dedicated to exploring the topic.
Ally Ward, M365 Product and Platform Services Manager at Norton Rose Fulbright had a talk discussing this specifically within a Microsoft environment.
Working in a regulated industry like legal presents extra challenges, such as security and governance. Yet, as in other sectors, adoption remains a key hurdle for any AI deployment. Ally emphasized that understanding user intent is a crucial first step.
"First of all, you have to think, who are you going to give it to?" she told UC Today.
By focusing on specific use cases, Ally argues that targeted training can help teams better leverage AI and recognize its value in their workflows.
2. The Future of Workspaces
Future Workspaces were another major theme at the conference, with AI prominently featured. AI is set to be one of the most significant changes to how we work in years, but misconceptions remain about what it promises versus what it delivers.
"AI is not going to replace everything,"
Nikki Powell, Director of Customer Contact at Capita Public Service, told an audience during a UC Today panel on designing customer journeys with AI.
A key focus was understanding where AI can be best implemented, to what extent, and how much human support is required. The conversation explored just where AI can be used to automate the task of a contact center agent, but where a human needs to be available to step in.
3. Cybersecurity and the Weak Link
Having the joint third most scheduled talks over the two days, it is clear to see cybersecurity was a big interest.
