Beyond the AI hype at DTX+UCX London 2026

I missed the first day of DTX+UCX London this year, but managed to carve out some time to attend the second. Unsurprisingly, AI was everywhere. Agents, models, copilots and AI-powered features in seemingly every contact centre, networking and cybersecurity management platform. I’m not suggesting these developments aren’t important, but after a while the messages start to sound remarkably similar. Fortunately, there were some sessions that explored rather more interesting questions. Not so much what AI can do, but how we adopt it, what it means for people, and whether we’re making sensible decisions about the technology we depend on. Here are some of my highlights from the day. Preparing for a TUNA world Lord Toby Harris, Chair of the National Preparedness Commission, delivered an excellent opening keynote on resilience and recovery. No slides, just a speaker who knew his subject and could hold an audience’s attention. The National Preparedness Commission was conceived before COVID-19…