The two-day edition brings 3,000 senior leaders and case studies from 250 of the world’s largest brands to Evolution London, built around a joined-up approach to customer experience across every department that touches the customer
LONDON, UK. September 23rd, 2026 – The Engage Customer Summit will run over two days when it returns to Evolution London on 7 and 8 October 2026. The industry’s largest gathering of customer-facing leaders is free to attend and expects 3,000 senior delegates.
Seven stages 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 stay in their own discipline, and several panels take the silo problem head on, including 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 are built around a single question: what is actually working. Day one, The Customer Reality, puts rising expectations, economic pressure and rapid technological change front and centre through case studies, panel discussions and honest peer conversation.
Day two, The Engagement Benchmark: Where Do You Stand?, gives delegates the measure, so they leave knowing where their organisation sits, what their peers are prioritising and what to do 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 makes 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 on the biggest topics in CX, with the room’s answers set against the national data in real time. It runs across seven breakout slots over the two days.
An honest look at AI. Sessions tackle what leaders are finding rather than what they were sold, 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 on AI agent washing: how much of what you bought is actually an agent.
Day two headliner. Inside Out: Brand Building and Customer Engagement Starts With Your People. Presented by Edelman following their recent Trust Barometer research.
Senior leadership focus groups and roundtables. Two 90-minute C-suite focus groups run on the mezzanine, alongside roundtables on subjects including customer outcome improvements, moving from proof of concept to production, and the changing hand-off between people and automation.
Summit After-Party. Day one closes 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.
