The two-day summit at Evolution London on 7 and 8 October will feature 250 brand case studies and bring sales, service, marketing, loyalty and data leaders together around the complete customer experience
More than 3,000 senior customer-facing leaders are expected at Evolution London on 7 and 8 October 2026 for the latest edition of the Engage Customer Summit. The free-to-attend event will bring together professionals from across customer experience, contact centres, marketing, sales, loyalty and data to examine how organisations can create a more connected experience from the first interaction through to retention.
Seven stages will run in parallel: the Main Stage, Future of the Contact Centre, Customer Contact, Customer Experience Management, Marketing and CRM, Loyalty, Retention & Growth, and Data, Insight & Analytics.
Delegates are encouraged to move between stages rather than remain within their own discipline, with a number of sessions directly addressing the challenge of organisational silos. These include Breaking Down the Walls: How Cross-Functional Teams Are Transforming CX, Breaking Down the Silos: Uniting Sales, Marketing & Service Around the Customer, and From First Click to Loyal Customer: Leading the End-to-End Experience.
The two days centre on a practical question: what is actually working? Day one, The Customer Reality, explores rising expectations, economic pressure and rapid technological change through case studies, panel discussions and candid conversations between peers.
Day two, The Engagement Benchmark: Where Do You Stand?, provides delegates with the opportunity to understand where their organisation sits, what their peers are prioritising and which actions could come next.
Katie Browne, Head of Events at Engage Business Media said: “Customers do not experience an organisation department by department, yet most organisations are still built that way. Sales, service and marketing each own a stretch of the journey, each measure their own success, and the customer feels the seams.
“The 2026 summit puts all three audiences on one agenda for the first time, so the people responsible for the whole journey are in the same building, in the same conversations, for two days.”
Agenda highlights
The UK CX Report 2026. Engage Customer & Ipsos launch The Opportunity for Delight: Rising Above the Mediocre, a nationally representative study examining the rise of “nothing notable” experiences and making the case for revisiting Voice of the Customer with fresh eyes.
250 Case studies from household names. Speakers include DHL Express, HSBC, Barclays, NatWest, Sky, Virgin Media O2, Specsavers, The Economist, the Financial Times, The Telegraph, Auto Trader, Xero, Experian, Depop, Anglian Water, HM Revenue & Customs, the NHS, Transport for Wales, the Open University and Cambridge University Press & Assessment.
Voice of the Room, a new format. Live audience surveys will explore the biggest topics in CX, with the room’s responses compared with national data as the discussions take place. The format will run across seven breakout slots during the two-day summit.
An honest look at AI. Sessions will focus on what leaders are experiencing in practice, including The AI Reality Check: Why Investment Isn’t Delivering and What CX Leaders Need to Change, Why AI Automation Projects Stall (And How to Get Them Moving Again), and a roundtable examining AI agent washing and how much of what organisations have purchased is genuinely an agent.
Day two headliner. Inside Out: Brand Building and Customer Engagement Starts With Your People. Edelman will present the session following its recent Trust Barometer research.
Senior leadership focus groups and roundtables. Two 90-minute C-suite focus groups will take place on the mezzanine, alongside roundtables covering customer outcome improvements, moving from proof of concept to production and the changing hand-off between people and automation.
Summit After-Party. Day one will finish with drinks and networking from 5pm.
Registration is free for senior customer engagement professionals and the last remaining tickets can be found at EngageCustomer.com. The full agenda is available at www.engagecustomer.com/engage-customer-summit-agenda.
