What does convergence really mean in practice?

I was lucky to attend techUK’s Tech and Innovation Summit - and left thinking a lot about what "convergence" really means in practice.

Every session, from AI and automation to quantum and regulation, circled back to the same idea: the next wave of innovation won’t come from one big breakthrough. It’ll come from everything working together - technologies, teams, even regulators.

A few things that really stuck with me:

🔹 Convergence creates new capability. The most interesting projects aren’t pure AI or robotics anymore - they’re combinations. AI + sensors + cloud + human intuition = real impact.

🔹 Digital resilience isn’t about bouncing back. It’s about designing systems, skills and operations that flex and adapt - so disruption becomes part of how you learn, not what you fear.

🔹 Automation is human work. The best uses of AI and robotics free people up for higher-value, more empathetic moments. (Exactly the kind of balance we’re trying to strike in customer care.)

🔹 Regulation can be a growth engine. The UK’s new Regulatory Innovation Office is trying to make rules that keep pace with tech - that’s huge for anyone building responsibly.

🔹 And maybe most importantly, focus matters. The UK can’t lead in everything - but if we double down where we have a "right to win," like AI safety, quantum, and creative tech, we really could set the tone globally.

For those of us building digital care and support experiences, this idea of convergence feels personal. It’s not just about tools - it’s about culture, trust, and designing for adaptability.

The challenge now: how do we bring that same spirit of experimentation and collaboration into the everyday - the way we build products, test ideas, and support our customers?