Evolution London will host the 2026 summit on 7 and 8 October, featuring insights, research and case studies from 250 major brands across a programme focused on the complete customer journey
LONDON, UK. September 23rd, 2026 – The customer engagement community will descend on Evolution London this October for two days of discussion, research and practical insight at the Engage Customer Summit. Taking place on 7 and 8 October 2026, the event is expected to attract 3,000 senior delegates and will bring together leaders from across the functions that shape customer experiences.
Seven stages will operate throughout the event, covering the Main Stage, Future of the Contact Centre, Customer Contact, Customer Experience Management, Marketing and CRM, Loyalty, Retention & Growth, and Data, Insight & Analytics.
The programme is designed to encourage delegates to look beyond their own specialism, with attendees able to move between stages and explore different perspectives on customer engagement. Sessions tackling organisational silos 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 summit will focus on practical lessons and evidence from organisations operating in a rapidly changing environment. Day one, The Customer Reality, considers how customer expectations, economic conditions and advances in technology are changing the customer experience landscape, with case studies, panel discussions and peer-led conversations throughout the day.
Day two, The Engagement Benchmark: Where Do You Stand?, is focused on giving delegates a clearer understanding of where their organisation sits, the issues receiving attention across the sector and the actions businesses can consider 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 will unveil The Opportunity for Delight: Rising Above the Mediocre, a nationally representative study investigating the growth of “nothing notable” experiences and exploring the case for approaching Voice of the Customer differently.
250 Case studies from household names. The programme features speakers from 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. Delegates will contribute to live surveys covering major CX issues, with responses from the room compared with national research in real time. Seven breakout sessions across the two days will feature the format.
An honest look at AI. The programme takes a practical approach to AI, examining the challenges and outcomes organisations are experiencing. 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 looking at AI agent washing and how much of the technology being purchased can genuinely be described as an agent.
Day two headliner. Edelman will present Inside Out: Brand Building and Customer Engagement Starts With Your People, drawing on its recent Trust Barometer research.
Senior leadership focus groups and roundtables. Two 90-minute C-suite focus groups will take place on the mezzanine, supported by roundtable discussions on customer outcome improvements, progressing from proof of concept to production and the changing relationship between people and automation.
Summit After-Party. The first day concludes with drinks and networking from 5pm.
Registration is free for senior customer engagement professionals, with the final tickets available through EngageCustomer.com. The full summit programme is available at www.engagecustomer.com/engage-customer-summit-agenda.
