Decagon expands London hub amid growing EMEA customer momentum

Last year, Decagon opened its London office to support growing enterprise demand across EMEA, working with some of Europe’s biggest brands. Since then, London has become the hub for Decagon’s regional growth, with the team reaching 50+ people across sales, marketing, people, engineering, and customer-facing roles. 

That growth reflects what we are hearing from enterprise buyers across the region. Beyond automation and deflection, buyers want auditability, explainability, and control as they prepare for a new era of AI governance. 

That makes operator-owned AI especially important. AI agents are living systems that need to evolve as policies, products, and customer expectations change. Decagon is focused on helping enterprises build toward operational sovereignty by giving the teams closest to the customer ownership over how AI agents are built, governed, and iterated in production.

“EMEA customers bring a high level of rigor to AI adoption,” said Sam Schofield, VP of EMEA at Decagon. “They are not looking for black-box automation. They want AI agents that adapt to local markets, support high-quality multilingual experiences, and give their teams clear visibility and control over how customer interactions are handled.”

That demand is already showing up across industries. Across the region, Decagon is working with leading enterprises across financial services, telecommunications, retail, and hospitality, including Deutsche Telekom, Hunter Douglas, Rituals, and Oura.

• Deutsche Telekom, the world’s largest telecommunications provider, selected Decagon as part of its work to bring concierge AI experiences to customer support. As previously announced, the partnership is focused on fast iteration and progress across key business metrics, including resolution time, CSAT/NPS, and recontacts.
• Hunter Douglas Group, a global leader in custom window coverings, is using Decagon across channels to modernize support in the UK, US, and Australia, with localized AI agents tailored to each market. The impact has extended beyond support efficiency into revenue growth, with more than $1 million in revenue attributed to conversations fully handled by AI and an 85% higher average order value among customers who interact with Decagon’s AI agents.
• Rituals, a global cosmetics and lifestyle brand, deployed Decagon’s AI concierge across 19 countries and 15 languages within two months of its first market launches. During the peak holiday season, when Rituals handles up to 9,000 customer cases per day, Decagon helped the team achieve zero backlog for the first time. 
• Oura, the company behind the Oura Ring, partnered with Decagon to scale member support during rapid growth while maintaining the quality and empathy its members expect. With Decagon, Oura improved CSAT by 3x, achieved a 93% average AI agent quality score, and saved tens of millions in hiring and support costs.

EMEA is helping set the standard for what enterprise AI should look like in production: trusted, transparent, and owned by the teams who operate it. As more companies move from AI exploration to production, Decagon will continue to grow its London hub and help more brands deliver concierge customer experiences at scale.

This is only the beginning. 

If you’re keen to build with one of the most talent-dense teams in enterprise AI, explore open roles at decagon.ai/careers. 

To learn how Decagon can help you deliver better customer experiences and build deeper relationships, reach out to our team for a demo.