How DXC's London Customer Experience Centre Helps the NHS Turn AI Into Real Outcomes
DXC Technology has opened a new Customer Experience Centre (CEC) in London to help healthcare leaders move AI from pilot mode to real, measurable improvement. The centre is built for co-creation: NHS teams work side-by-side with DXC engineers, architects and industry specialists to design, test and scale solutions that meet clinical, operational and regulatory requirements.
"The London Customer Experience Centre is a space for our customers to bring their toughest technology challenges, engage in a conversation on how to solve them, and co-create solutions alongside our team of highly skilled experts," says Derek Allison, General Manager for DXC Technology in the UK and Ireland. "In a world of exponential change, leaders need trusted partners who can help them design, build and run AI-enabled enterprises. This is much more than a showroom for our expertise and solutions. It's an extension of our customers' own transformation journeys."
Why this matters for NHS leaders
- Move from experiments to production with clear governance, clinical safety, and measurable KPIs.
- Work within secure environments that reflect real-world systems, reducing integration risk before go-live.
- Access multidisciplinary expertise: more than 6,000 DXC professionals in the UK and Ireland, connected to a global network of 40,000 engineers.
- Tap capabilities spanning automation, agentic AI, AdvisoryX, security operations, and enterprise infrastructure for end-to-end delivery.
What healthcare teams can do at the centre
- Co-design AI-assisted workflows for areas like patient flow, elective recovery, referral triage support, and administrative automation-built with clinical safety and auditability from day one.
- Prototype data pipelines and integrations with EPR, imaging, and scheduling systems using secure test environments to de-risk rollout.
- Define operating models, guardrails, and accountability (clinical safety case, model monitoring, incident processes) before scaling trust-wide.
- Run small, time-boxed pilots that track outcomes such as wait-time reductions, clinic throughput, coding accuracy, or staff time saved.
Who's already using it
The CEC will support both public and private sector organisations, including Barts Health NHS Trust and the Department of Health & Social Care, alongside London Market insurers and the Metropolitan Police. The shared environment helps teams pressure-test AI and automation against real policy, security, and operational constraints-then move into production with confidence.
Governance and safety built in
AI at scale in healthcare demands clear governance. At the CEC, teams can formalise risk management, data protection, and clinical safety. That includes aligning solutions to UK data protection law and NHS clinical risk standards such as DCB0129/DCB0160, with documentation ready for assurance and audit.
- Evidence standards and clinical safety: NHS Clinical Risk Management (DCB0129/DCB0160)
Expanding AI capability
DXC is hiring 150 additional AI specialists across the UK and Ireland to accelerate delivery for customers. These experts will help NHS teams prioritise use cases, build governance frameworks, and turn successful proofs into scaled services that deliver sustained value.
"Success in leveraging digital technologies, including AI, depends on multi-disciplinary teams that understand both the technology and the organisational, cultural and regulatory barriers to scaling," says Georgina O'Toole, Chief Analyst & Partner at TechMarketView. "Investment often outpaces the results organisations achieve. Centres like DXC's bring precise business challenges together with the domain and technical expertise that can accelerate the path to production and measurable outcomes."
Voices from the programme
"Organisations across industries are under pressure to turn AI from isolated pilots into secure, scalable operating capability," says Bob James, CEO at Velonetic. "DXC's Customer Experience Centre creates a hands-on environment where business and technology teams can co-create, validate and industrialise AI and data-driven solutions across complex platforms."
Carl Kinson, Chief Technology Officer for DXC in the UK and Ireland, adds: "We have built an environment for ideation, free thinking, working with our customers and partner ecosystem to challenge the impossible, and co-create the future innovations that deliver business outcomes."
Practical next steps for NHS teams
- Pick 2-3 high-impact problems (e.g., backlog recovery, discharge delays, clinic no-shows) and define success metrics upfront.
- Bring process maps, data dictionaries, and system dependencies to speed discovery and cut rework.
- Nominate accountable owners: clinical safety officer, data protection lead, informatics, and operations.
- Agree guardrails (clinical safety case, model usage policy, monitoring thresholds) before pilot.
- Plan a 60-90 day pilot with a clear go/no-go gate to scale trust-wide.
Upskill your team alongside delivery
If your clinicians, data teams, or PMO need structured learning to support AI projects, explore role-specific training such as AI Coding Courses and AI Design Courses. Building internal capability speeds approvals, improves safety, and cuts time to value.
The bottom line
DXC's London CEC gives NHS organisations a practical path from idea to impact. Co-create with experts, test safely against real constraints, and scale what works-with governance, clinical safety, and measurable outcomes built in.
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