More than 3,000 senior leaders are expected at Evolution London on 7 and 8 October, with 250 brand case studies exploring the changing customer experience landscape
The Engage Customer Summit will bring together senior customer engagement professionals from across multiple disciplines when it returns to Evolution London on 7 and 8 October 2026. The free-to-attend two-day event is expected to attract 3,000 senior delegates and will examine how businesses can connect the different teams and functions that influence the customer experience.
The summit will feature seven stages running alongside one another: 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 make use of the full programme and move between disciplines rather than staying within their usual area. The agenda includes sessions that tackle the issue of organisational silos directly, 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 programme is built around a practical examination of what is producing results. Day one, The Customer Reality, addresses rising expectations, economic pressures and rapid technological development through case studies, panel discussions and candid peer-to-peer conversations.
Day two, The Engagement Benchmark: Where Do You Stand?, focuses on helping delegates understand their organisation’s position, identify the issues being prioritised elsewhere and consider what they can take away from the wider market.
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 will launch The Opportunity for Delight: Rising Above the Mediocre, a nationally representative study looking at the rise of “nothing notable” experiences and making the case for reassessing Voice of the Customer.
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 capture views on some of the biggest issues facing CX teams, with the results compared with national data in real time. The feature will run across seven breakout sessions during the summit.
An honest look at AI. Speakers will look beyond AI promises to examine the realities of implementation. 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), as well as a roundtable considering AI agent washing and the question of how much of the technology purchased by organisations is actually an agent.
Day two headliner. Inside Out: Brand Building and Customer Engagement Starts With Your People. Edelman will lead the session following its recent Trust Barometer research.
Senior leadership focus groups and roundtables. Two 90-minute C-suite focus groups will be held on the mezzanine, alongside roundtables covering customer outcome improvements, the transition from proof of concept to production and the changing hand-off between people and automation.
Summit After-Party. Day one will close with drinks and networking from 5pm.
Registration is free for senior customer engagement professionals, with the final tickets available at EngageCustomer.com. The full agenda is available at www.engagecustomer.com/engage-customer-summit-agenda.
