On 01/10, Damovo joined thousands of professionals at UCX London 2025, the UK’s largest event focused on Unified Communications, collaboration, and the future of work.
For us, UCX is one of the few events where you get to meet with a host of vendors and partners, both familiar and new, in a concentrated setting. It helps to get a feel for some real trends in communication and collaboration and test the reality behind the technology buzz.
I don’t think anyone will be surprised that AI was the main topic of conversation! 28 sessions in total covered the topic and nearly every vendor booth had some form of AI feature on display.
But this year felt different.
In 2023 AI was mainly marketing and aspirations.
2024 was an explosion of marketing and a sprint to add “AI” at the end of every product title!
This year the demos were far more practical and relatable with clear use cases – finally!
Real-world AI in Action: Two Demos that Stood Out
Here are two examples that stood out to me:
- Matthew from Cisco gave us a demo of Webex AI Agent showing how conversational intelligence can help resolve issues quickly. The Agent demo was slick as expected. But what was more interesting was how quickly Matthew could show the data sources and workflows behind the front-end. At one point he scraped content from the Damovo website, fed it to the model and showed how that instantly changed the responses the AI could give. It was a clear example of how data orchestration shapes AI outcomes.
- A new company to us was Pivot https://pivotnow.ca/. Founder Kevin showcased how AI is embedded throughout their (AV) service management platform. The ‘under the hood’ AI automates onboarding, routing, alerting and more. The Conversational AI module helps the user troubleshoot problems and recommends solutions. Then they use AI contextual understanding and trend analytics to evaluate performance and enable predictive planning. This was a great example of how some tech vendors are using AI in different ways across the entire support lifecycle, rather than just as an AI add-on
What organisations can take away
Based on what we saw and heard, here are some key trends and considerations for enterprise leaders:
- Use cases now matter more than technology labels. Vendors are moving away from selling “AI” as a concept and focusing more on how it delivers value in specific workflows.
- Everyone will have an AI Agent offer for you. The key is going to be how you prepare your data and process structures behind the scenes. The vendors have templates but are relying on your IT teams and partners like Damovo to execute.
- Return to the Office is gathering pace everywhere and the focus is now on refining hybrid models for vendors and customers alike.
- You don’t need to be fully cloud-based to benefit from AI. Several Vendors showcased how AI features can support on-prem and hybrid environments.
- Vendor interoperability is improving. We saw multiple examples of cross-vendor collaboration and indeed some of the least compelling demos were from vendors who work in isolation. Expect “interoperability” to be a major theme in 2026.
Final Thoughts
The tone at UCX 2025 was encouraging. Customers are asking more direct, grounded questions about AI and Vendors are responding.
It was also great to see more end-customers in attendance speaking about their own AI deployments in Unified Comms and CX environments. This shift from vendor-only narratives to peer-led success stories suggests a market that’s maturing.
For Damovo, UCX continues to be a valuable checkpoint, to see what’s coming, but also to sense what’s actually working. If you’d like a personalised recap or to discuss how these trends relate to your own UC or CX setup, we’d be happy to connect.