Evolution London will welcome 3,000 senior delegates on 7 and 8 October for two days of research, case studies and discussion featuring 250 leading brands
Senior leaders from across the customer engagement sector will come together at Evolution London this October as the Engage Customer Summit returns on 7 and 8 October 2026. The free event is expected to attract 3,000 delegates, with a programme bringing together expertise from customer experience, service, marketing, loyalty, contact centres and data.
Seven stages will operate throughout 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 event encourages attendees to explore topics beyond their own area of expertise, with delegates able to move between the different stages. Several sessions will focus on the challenge of working across organisational boundaries, 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 centred on practical evidence and the question of what is delivering results for organisations today. Day one, The Customer Reality, looks at changing expectations, economic pressures and rapid advances in technology through case studies, panels and open peer discussions.
Day two, The Engagement Benchmark: Where Do You Stand?, gives delegates a framework for understanding their organisation’s position, the priorities emerging across the sector and the areas that may require 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 exploring the rise of “nothing notable” experiences and making the case for a fresh look at 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 surveys will give delegates the chance to respond to major CX questions, with results from the room set alongside national data in real time. The format will appear across seven breakout sessions over the two days.
An honest look at AI. The programme will examine the practical experience of AI adoption, 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 exploring AI agent washing and the extent to which purchased technology is genuinely agent-based.
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, accompanied by roundtables covering customer outcome improvements, progressing from proof of concept to production and the changing relationship between people and automation.
Summit After-Party. Day one will end with drinks and networking from 5pm.
Registration is free for senior customer engagement professionals and the final tickets are available at EngageCustomer.com. The complete agenda is available at www.engagecustomer.com/engage-customer-summit-agenda.
