The two-day event returns to Evolution London on 7 and 8 October, with 3,000 senior delegates and 250 brand case studies exploring how organisations can work more effectively across the customer journey
Customer experience, service, marketing, loyalty and data leaders will converge at Evolution London this October for the 2026 Engage Customer Summit. Running on 7 and 8 October, the free-to-attend event is expected to bring 3,000 senior delegates together for two days of insight, research, case studies and discussion focused on the different functions that contribute to customer engagement.
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.
The format is designed to encourage delegates to step outside their individual disciplines, with attendees invited to explore sessions across the different stages. Several panels and discussions will focus on the challenges created by 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 summit programme is built around an examination of what is delivering results in practice. Day one, The Customer Reality, considers the impact of changing customer expectations, economic pressures and fast-moving technology through real-world case studies, panel sessions and peer discussions.
Day two, The Engagement Benchmark: Where Do You Stand?, focuses on giving delegates a clearer view of their organisation’s position, the priorities being discussed across the industry and potential areas for action.
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 examining the growth of “nothing notable” experiences and exploring the case for taking a fresh approach to Voice of the Customer.
250 Case studies from household names. The speaker programme includes 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 put delegates’ views on key CX issues directly into the programme, with responses from the room compared against national data in real time. The format will run during seven breakout slots across the two days.
An honest look at AI. The agenda takes a practical look at the experience of implementing AI, with sessions including The AI Reality Check: Why Investment Isn’t Delivering and What CX Leaders Need to Change and Why AI Automation Projects Stall (And How to Get Them Moving Again). A dedicated roundtable will also explore AI agent washing and how much of the technology organisations have bought can genuinely be considered 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 roundtable sessions covering customer outcome improvements, taking proof of concept projects into production and the evolving division of work between people and automation.
Summit After-Party. The first day will finish with drinks and networking from 5pm.
Registration is free for senior customer engagement professionals, with the last remaining tickets available at EngageCustomer.com. The complete event agenda can be found at www.engagecustomer.com/engage-customer-summit-agenda.
