The two-day event takes place at Evolution London on 7 and 8 October, bringing together senior leaders and 250 case studies from some of the world’s biggest brands around a joined-up approach to customer experience
LONDON, UK. September 23rd, 2026 – Customer engagement leaders from across the UK and beyond will gather at Evolution London on 7 and 8 October 2026 for the return of the Engage Customer Summit. Free to attend for senior customer engagement professionals, the two-day event is expected to welcome around 3,000 senior delegates for a programme focused on how organisations can connect every function involved in the customer journey.
Seven stages will run simultaneously across the summit: the Main Stage, Future of the Contact Centre, Customer Contact, Customer Experience Management, Marketing and CRM, Loyalty, Retention & Growth, and Data, Insight & Analytics.
Rather than remaining within their individual disciplines, delegates are encouraged to explore the different stages and hear perspectives from across the customer journey. Several sessions will directly examine the challenge of organisational silos, 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-day programme is centred on one practical question: what is actually working? Day one, The Customer Reality, explores the impact of rising customer expectations, economic pressures and fast-moving technology through case studies, panel discussions and open conversations between peers.
Day two, The Engagement Benchmark: Where Do You Stand?, is designed to help delegates understand how their organisation compares, what other businesses are prioritising and where they should focus their attention 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 looking at Voice of the Customer through a fresh lens.
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 polling will explore some of the biggest issues facing CX leaders, with responses from delegates compared against national data in real time. The format will run across seven breakout sessions throughout the two days.
An honest look at AI. The programme examines what organisations are actually experiencing with AI rather than simply focusing on promised outcomes. Sessions include 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 exploring AI agent washing and how much of what organisations have purchased is genuinely agentic.
Day two headliner. Inside Out: Brand Building and Customer Engagement Starts With Your People. The session will be presented by Edelman 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 roundtable discussions covering customer outcome improvements, the transition from proof of concept to production, and the evolving relationship between people and automation.
Summit After-Party. Day one will conclude with drinks and networking from 5pm.
Registration is free for senior customer engagement professionals, with the last remaining tickets available at EngageCustomer.com. The full agenda can be found at www.engagecustomer.com/engage-customer-summit-agenda.
