Engage Customer Summit 2026
7 October 2026 – 8 October 2026
Battersea Evolution, London, United Kingdom
Engage Customer Summit is an in-person customer engagement conference held over two days at Evolution London in Battersea Park. The 2026 programme features a main stage and six topic stages of case studies, panel discussions and interviews, alongside an exhibition of customer engagement technology suppliers.
205 sessions · 204 speakers
Organiser (1)
Media Partners (5)
CX Today · ContactBabel Ltd · Call Centre Helper · Henley Business School · Cranfield University
Sponsors (59)
Caplena · Ipsos · Tap CXM · Fin · Gainsight · Capacity · Decagon · MaxContact · Verint · Vonage · Adoreboard · Vyntelligence · Kantar · Luxid Group · The Harris Poll UK · Seen.io · Sprinklr · Playable · SmartCX · Serve First · Conversation Design Institute · Helpshift · Datamatics · Reputation.Com · Grypp · Pose CX · Kustomer · Similarweb · HighTouch Lab · Sanas · Watermelon Research · Flume Sales Training · Omilia · reChanneld · SurveySparrow · AceWaves · Invoca · ellio · UJET · Elephants Dont Forget · Deepgram · Qualtrics · Zoho · Customer.io · Luware · Loyalty Works · Premium Plus · Moneypenny · CallTower · Puzzel · Commbox · Ada · talkdesk · ElevenLabs · Medallia · CallMiner · Enghouse Interactive · Brevo · IP Integration
Association Partners (2)
Startups (14)
HiSynergy · Brainfood Consulting · Sellence · Customer Whisperers · Demobites · Laughing Leadership · Journify · HubWorx · Gruvi · Holt CX Consultancy · Autoplay AI · useify · Sway Outcomes · Lexden CX
Speakers (204)
- Andrew Hough Associate Professor Sales Leadership & Performance, Cranfield University
- Marcus Hickman Director, Davies Hickman
- Martin Hill-Wilson Co-Founder, Brainfood Training
- Scott Logie DMA Membership Advocate, DMA
- Gerry Brown Consultant, The Customer Lifeguard
- Brian Manusama Executive Partner, Actionary
- Nick Brice CEO, Soul Corporations
- Jason Roos Chief Executive Officer, Cirrus
- Elias David GTM UKI - Elevenlabs, ElevenLabs
- Sabina Onwuka Customer Service Manager, London Borough of Barking and Dagenham
- Andrew Pattie, AI & CX Solutions Director, Sales, UKI & Southern Europe, Sprinklr
- Sandrea Morgan Head of Customer Service & Change, Charles Tyrwhitt
- Laura Godfrey Head of Client Service Team, CX, Ipsos
- Jamie Thorpe Chief Experience Officer, Ipsos
- Andrew Humphrey Customer Operations Director, Autotrader UK
- Aileen Raynos CRM Lead, Nestlé Purina UK & Ireland
- Anna Miley Managing Partner, The Foundation
- Baidurjya DasChaudhuri Managing Director, EMEA, Ada
- Claire Deekes Chief Customer Officer, Cumberland Building Society
- Emma Perkins Head of CX Strategy EMEA & APAC, Experian
- Harry Blamire Director of Customer Experience, The Royal College of Surgeons of England
- Helen Luty Head of Customer Experience, Landmark Information Group
- Jen Sharp Vice President Customer Service, DHL Express
- Lisa Johnstone Director of Priority, Loyalty & Rewards, Virgin Media O2
- Melanie Fischer Director, Customer Experience - UK & EMEA, Xero
- Michelle Monck Director of Marketing, Redwood Bank
- Mike Bohnett Chief Revenue Officer, delight.ai
- Natalie Rea Chief Executive Officer, Clarity Environmental
- Pete Evia-Rhodes Customer Engagement & Platform Lead, Workspace Group
- Prashant Parekh Head of Customer Care, Movianto UK
- Sarah Reeder Senior Manager, Service Strategy, Sky
- Sharon Braude Global Group Director Marketing Technology, Virgin Active
- Sunny Rekhi Forward Deployed Engineering CTO, Decagon
- Tansy Goodman Global Cyber Delivery Lead, Serco
- Cher Lowies Customer Insights Manager, Interactive Investor
- David Trevithick Head of Customer Insight, LCP Delta
- Kieran Holdcroft Operations Director, ManyPets
- Rosie Franca Head of Customer Experience, Midlands & East of England, NatWest Commercial and Institutional
- Sanj Badhan Head of Customer Engagement, Starling
- Shanti Kaur Gray Conversational Designer, HSBC
- Vanessa Milan Head of Voice of the Customer, Global Operations, Cambridge University Press & Assessment
- Bernie McEvilly Group Head of Conduct and Compliance, The Co-operative Bank plc
- Bogdan Grigorescu Senior Technical Lead, Engineering and Automation, Direct Line Group
- Mark Lockyer Alliances Director EMEA, CallMiner
- Ian Gibbs DMA (Data & Marketing Association) UK
- Jonathan Underwood Product, Serve First CX
- Melda Sofuoglu Global Senior CX & Service Excellence Manager, Vodafone
- Steve Morrell Managing Director, ContactBabel
- Oliver Parsons Head of Ecosystems, Consumer, Lloyds Banking Group
- Neil Titcomb Senior Vice President of International Sales, Capacity
- Jo Foxall Customer Experience Director, Transport for Wales
- Dr Nicola Millard Principal Innovation Partner, BT Business, BT Group
- Anant Singh, Founding Member & CSO, Sanas
- Hugo Rayne GTM, ElevenLabs
- Rhys Johnson Solutions Engineering Manager, Talkdesk
- Jo Harris Chief Customer Officer, Quilter
- Raoul Monks Founder and CEO, Flume
- Phil Quickenden Head of Customer & Registration Services, London Borough of Camden
- Meera Nayyar Head of Passenger Experience, UK Civil Service
- Hazem El Taha Senior Vice President, Group Marketing Technology | International Wealth Premier Banking, HSBC
- Nick Travers COO, SmartSurvey
- Wil Harris Chief Transformation & Technology Office, SpaMedica
- Busola Akinsola Head of Operational, Planning and Delivery Service, The Open University
- Jessica Ham Senior Customer Experience Manager, National Grid
- Naba Elsaid Consultant, Durham university
- Dominika Kampa Head of AI and Gen AI, Admiral
- Hazel McGuire Chief Marketing Officer, Intrepid Travel
- Kathleen MacLean Global Head of Customer Growth Strategy & Planning, Dr. Martens
- Emma Kirk General Manager, The Institute of Promotional Marketing (IPM)
- Jane Frost Chief Executive Officer, Market Research Society
- Leigh Hopwood CEO, CCMA
- Professor Moira Clark Professor of Strategic Marketing, Henley Business School
- Emma Greenwood Head of Personal Banking Strategy & Conversational Banking, Lloyds Banking Group
- Kapil Singhal Co-founder & CEO, Vyntelligence
- Abhineet Kesarwani Regional Director, Customer & Base Marketing Lead
- Alison Hogg Partner Account Manager, Puzzel
- Andrew Gale Head of Subscription Management & Retention, Financial Times
- Andrew Webber Chief Digital & Customer Officer, END.
- Anna Gradil Senior Director, Seller Growth & Support, Depop
- Asaf Ben Israel VP Sales EMEA, CommBox
- Ben Scales Head of Sales, , Elephants Don't Forget
- Beth Gilleran Senior Customer Success Manager, Reputation
- Bob Morrell Sales Trainers & Executive Coach, Reality Training Ltd
- Carlo Zoccali Event Operations Director, Olympia Events
- Carolyn Forbes Head of Service Innovation, The Telegraph
- Catarina Ferreira Principal Product Manager, Talkdesk
- Charles Riley CX AI Operations Lead, Checkatrade
- Chris Tomkins Principal Product Manager, Zendesk
- Christian Dubreuilv SVP, Client Partner Europe, The Harris Poll UK, A Stagwell Company
- Conor Bowler VP of Product, MaxContact
- Dan Richardson VP GTM, Ace Waves
- David Shuttle Solution Consultant, Verint
- Doug Spencer Smart Metering Lead, Anglian Water Services
- Eleni Kotzampasaki Head of Service Analytics, Sky
- Erdo Dwiputra Rakasiwi Head of Global CRM Product Group, Philip Morris International
- Eugene Neale Director of Business IT and AI Operations, Love Holidays
- Francesca Woodhouse Managing Director - UK Workplace Advisory, Edelman
- Gabe Skeoch CRM & Website Lead, Scottish Football Association
- Hady Kalaf Chief Capability Officer, Bel
- Hans van Dam CEO, Conversation Design Institute
- Heidi Haila Vice President, Brand & Marketing, Outokumpu
- Indy Bajwa Solutions Consultant, Kustomer
- James Cadman Chief Customer Officer, Luware
- James Readhead Global Head of Services, Peopleware
- James Towner Chief Growth Officer, ArvatoConnect
- Jen Ding Senior Solutions Engineer, Enterprise, Decagon
- Jeremy Blake Sales Trainers & Executive Coach, Reality Training Ltd
- Joe Fraser Head of Healthcare Inequalities, Prevention & Personalisation, NHS
- John Bousfield Solution Consultant, Verint
- Joseph Jack Head of Compliance, ArvatoConnect
- Josh Hulse Senior Account Executive, Halo
- Laura Esquius Global Loyalty Manager, Nespresso
- Leslie Blanke Chief Product Officer & GM (EMEA), UJET
- Linzi Hindle Customer Experience Director, DHL Supply Chain
- Liz Arthur Service Performance Manager, Sky
- Lloyd Buxton VP Sales, Northern Europe, Omilia
- Lori-Ann Tracey-Nicely Customer Service Director
- Luke Squires Group Director of Operations, Forge Holiday Group
- Matt Trickett XM Strategist, Qualtrics
- Matthew Chatterton Director, CX, Ipsos in the UK
- Michael Feeney Account Director, Reputation
- Michelle Faughnan Senior Manager, Customer Support, Fin
- Mo Nuur Head of Digital Customer Experience, E.ON Next
- Neil Campion Head of Business Improvement, Scottish Football Association
- Niamh Savill Senior Solutions Architect, Halo
- Nick King Insights Director, AutoTrader
- Patrick Dunford VP of Customer Care, Deezer
- Professor Patricia Riddell Director of Workforce Capability and Wellbeing, Elephants Don't Forget
- Ricardo Toral Head of International Customer Acquisition, HSBC Expat
- Ronald Griffin CEO & Founder, Seen.io
- Rudi Scout Sales Director, Grypp
- Seán Ward Product Marketing Director, Brevo
- Shailesh Nalawadi Head of Applied AI and Communications API, Delight AI
- Siobhan Lettice Head of Global Customer Care & Onboarding, Vonage
- Stefan Witteman Client Experience Lead, HSBC Private Bank
- Steve Brockway Chief Research Officer, The Harris Poll UK, A Stagwell Company
- Swéta Rana Head of Digital Marketing, Middlesex University
- Theo Theodorou Customer Experience Director, VoCoVo
- Tom Harpham Head of Workforce & CX Operations Development, Boots
- Viviane Gabriel Director Consumer Experience, Philip Morris International
- Abs Owdud Head of Customer Insight, Pharmacy2U Ltd
- Adam Mills Head of Insight, Loyalty & Strategy, The Wine Society
- Adam Powers Director of Experience and Enablement, Experian
- Aida Huggins Customer Recovery Manager, KFC
- Aislinn Mallon Head of CRM, The Guardian
- Atossa Vaziri Director, Product Marketing
- Ben Truppin Group Product Manager, Ford Credit Europe
- Bonnie Muzam Head of Customer Experience, Flogas Britain
- Bora Suci Account Executive, Mid-Market, Customer.io
- Camelia Maftei Customer Service Manager, LeMiux
- Chantelle Casey Principal Solutions Architect, Tap CXM
- Cheryl Fuller MX Strategy Contact Centre Channel Lead, Samsung Electronics
- Chloe Hathaway Head of Merchants, TradeKart
- Colin Goodbody Head of Customer Operations, Bromford Flagship
- David Goldsworth Customer Experience Director EMEA, Aqualisa Products Limited
- Divya Kerslake Head of Customer Marketing, Utility Warehouse
- Drew Harvey Chief Client Officer, Price Forbes
- Duncan MacPherson UK Director of Sales, Invoca
- Ed Smyth Commercial Insights Manager, phs Group
- Elena Reilly Senior Manager, Customer Experience Strategy, Entain
- Emily Viarnaud Operational Project Manager, Cash Converters UK
- Erin Lowe Senior Customer Success Manager, Reputation
- Ewa Davenport Senior Client Success Director, Kantar
- Fleur van der Ende Head of Propositions & Customer Experience, Allianz UK
- Gabriel Ross Head of Customer Strategy, Homeprotect Home Insurance
- Gabriella Lambert Head of Customer Experience, Nestlé Nespresso SA
- Isie Marcar Account Director, Hightouch
- Isobel Parker Customer Experience Lead, Close Brothers
- Jade Devine Head of Customer Experience, Bristan Group Ltd
- Janette Pincott Head of Change & Contact Centre Support, Thames Water
- John Porteous FCSI CFP FPFS IMC Managing Director, Central Financial Services & Chief Client Officer, Raymond James Wealth Management
- Jordan Hornby-Turner Outsource and Workforce Optimisation Manager, Outsource and Workforce Optimisation Manager
- Judy Boniface-Chang Chief Customer Officer, Birdie
- Julie Su Global Customer Experience and Digital Strategy Leader
- Kate Cash Head of Marketing, Roke
- Kate Philpot Managing Director, Capability Consulting
- Laura Canellas Director of CSG Strategy, Sky
- Laura Franklin Customer Service Centre Manager, West Sussex County Council
- Leigh-Anne Gray Senior Specialist Complaints Manager, Vanquis
- Lucy Johnson Customer Contact Enabling Lead, Bupa
- Nagendra Pandey Head of Customer Communications, Nationwide Building Society
- Naomi Sweeting Director of Customer Research & Insight, Places for People
- Nicole Fletcher-Hunt Head of Operational Readiness, NatWest Boxed
- Nicole Sharp Chief Customer Officer, Sovereign Network Group
- Olayinka Sanni Customer Journey Manager, Notting Hill Genesis
- Pamella Barotti Global Director of Customer Advocacy and References, AVEVA
- Rachael Carliss Customer Care Head, Wio Bank
- Sarah Faulkner Head of Digital & Customer Experience, Zurich Insurance
- Sarah Mitton Head of Customer Engagement, Sovereign Network Group
- Siobhan Taylor Head of Customer Experience, Good Life Sorted
- Steve Herbert Director of Customer Strategy, TLT LLP
- Tayla Vanriel CRM Operations Specialist, Compare the Market
- Teddy Tepavicharova Head of Programmatic Sales, The Telegraph
- Themba Sweet Head of Product: Digital Care, Virgin Media O2
- Therese Kozicki Head of Customer Success, Ticket Tailor
- Veatriki Tzannatos Consumer/Customer Care & Experience Leader, Ex Colgate-Palmolive
- Will Abbott Chief Customer Officer, Workspace
- Zack Wragg Senior Global Digital Commerce Product Owner, Merlin Entertainments
- Andrew Chipchase Sales Manager, Halo
- Charles Studt CMO, delight.ai
- Katie Hales Service Lead Student Support Hub, The Open University
- Kirsty Tarbuck Head of Customer Experience, Gridserve
- Mark Clydesdale Head of Strategic Consulting, Tap CXM
- Paddy Doran Sr. Solutions Engineer, Enterprise EMEA, Hightouch
Agenda
Showing 80 of 205 sessions.
- Welcome to the 2026 Engage Customer Summit 7 October 2026 · Customer Experience Management
- Welcome to the 2026 Engage Customer Summit 7 October 2026 · Main Stage
- Welcome to the 2026 Engage Customer Summit 7 October 2026 · Data, Insights and Analytics
- Welcome to the 2026 Engage Customer Summit 7 October 2026 · Customer Contact
- Welcome to the 2026 Engage Customer Summit 7 October 2026 · Future of The Contact Centre
- Welcome to the 2026 Engage Customer Summit 7 October 2026 · Marketing & CRM
- Welcome to the 2026 Engage Customer Summit 7 October 2026 · Loyalty, Retention & Growth
- Opening Keynote: The Contact Centre to 2030: Meeting Demand Without Compromise 7 October 2026 · Future of The Contact Centre
- The UK CX Report 2026: The Opportunity for Delight: Rising Above the Mediocre 7 October 2026 · Main Stage
- Research on the Edge: Becoming Fit for the Future 7 October 2026 · Customer Experience Management
- Opening Keynote: Adapting to the Rapid Evolution of the Contact Centre 7 October 2026 · Customer Contact
- Customer Engagement 2026: Loyalty in the Age of AI 7 October 2026 · Marketing & CRM
- From Contacts to Confidence: How Customer‑Led Growth Really Happens 7 October 2026 · Loyalty, Retention & Growth
- When Money Is Tight: What Consumers Now Expect From Brand Experiences 7 October 2026 · Data, Insights and Analytics
- After the Helpdesk: Why the Ticket Queue Won't Survive AI 7 October 2026 · Customer Contact
- The Human Experience Advantage: Are You Steady or Spiky? 7 October 2026 · Customer Experience Management
- The AI Reality Check: Why Investment Isn't Delivering and What CX Leaders Need to Change 7 October 2026 · Main Stage
- Intrepid Travel Case Study: Growing a Global Brand With Distinct Regional Markets 7 October 2026 · Marketing & CRM
- AI in the Wild With Cirrus and Spamedica. 7 October 2026 · Future of The Contact Centre
- Voice of the Room: What Is Holding Your Customer Data Back? 7 October 2026 · Data, Insights and Analytics
- The Omnichannel Reality – Are You Truly Connected or Just Multi-Channel? 7 October 2026 · Customer Contact
- Scaling Service – How Are You Really Holding the Line? 7 October 2026 · Future of The Contact Centre
- The Growth Conversation Every Organisation Should Be Having 7 October 2026 · Main Stage
- The Campaign That Actually Lands – Smarter Marketing for Better Customer Outcomes 7 October 2026 · Marketing & CRM
- Customer-Centricity – Closing the Gap Between Claim and Reality 7 October 2026 · Customer Experience Management
- Beyond the Points Card – What Loyalty Really Means Today 7 October 2026 · Loyalty, Retention & Growth
- From Data Rich to Insight Led – Making Customer Data Work Harder 7 October 2026 · Data, Insights and Analytics
- Human-in-the-Gen AI Loop: Exploring the Changing Hand-Off Between Humans and Automation 7 October 2026 · Roundtables
- Cambridge University Press & Assessment Case Study: Modernising Customer Service at One of the Worlds Oldest Institutions 7 October 2026 · Future of The Contact Centre
- Philip Morris International: From Experimentation to Transformation: Our AI Journey in the UK 7 October 2026 · Customer Experience Management
- Are You Solving the Right CX Problem? 7 October 2026 · Roundtables
- Listen, Learn, Grow: Transforming Customer Voice into CX Advantage Roundtable 7 October 2026 · Roundtables
- Landmark Information Group Case Study: Landmark’s One Team Approach Means Success for Customers 7 October 2026 · Marketing & CRM
- DHL Express Case Study: What Transformation Setbacks Taught Me About Scaling AI, Change and Customer Operations 7 October 2026 · Main Stage
- Your AI Transformation: 3 Things Nobody Warns You About 7 October 2026 · Roundtables
- HSBC Case Study: From Understanding to Action, How the Right Customer Mapping Impacts the Business 7 October 2026 · Data, Insights and Analytics
- Xero Case Study: The Future of CX: The Human and AI Partnership 7 October 2026 · Customer Contact
- Serco Case Study: Retention Under Pressure: Why People Leave Emotionally Before They Leave Commercially 7 October 2026 · Loyalty, Retention & Growth
- Every Touchpoint Leaves a Signal. Are You Listening? 7 October 2026 · Data, Insights and Analytics
- It’s Not About AI, It’s About the Customer Stupid! 7 October 2026 · Future of The Contact Centre
- Retention Under Pressure: Keeping Customers in a Competitive Market 7 October 2026 · Loyalty, Retention & Growth
- One AI Agent, Every Market: Personalising Support Across Markets 7 October 2026 · Customer Contact
- Tracing the Real AI Journey: From Launch to Scaling 7 October 2026 · Customer Experience Management
- Beyond the Model: Applied AI Inside Admiral, Engineered With ElevenLabs 7 October 2026 · Main Stage
- Self-Service That Actually Works – Empowering Customers Without Losing Them 7 October 2026 · Customer Contact
- Digital Transformation in the Contact Centre – Closing the Gap Between Ambition and Reality 7 October 2026 · Future of The Contact Centre
- Voice of the Customer – From Feedback to Action 7 October 2026 · Customer Experience Management
- Customer Journey Mapping That Drives Impact 7 October 2026 · Data, Insights and Analytics
- Breaking Down the Walls – How Cross-Functional Teams Are Transforming CX 7 October 2026 · Marketing & CRM
- Ahead of the Curve – What It Really Takes to Be Industry-Leading 7 October 2026 · Main Stage
- Retention Under Pressure – Keeping Customers When Switching Has Never Been Easier 7 October 2026 · Loyalty, Retention & Growth
- Why Customer Conversations Are Won Before an Agent Says Hello 7 October 2026 · Main Stage
- NHS: Focus On Improving Access & Experience to Deliver the Outcomes That Matter 7 October 2026 · Customer Experience Management
- Transport for Wales Case Study: Project Uno - A Unified Customer Experience 7 October 2026 · Customer Contact
- AI in UK Contact Centres - What's Really Happening? 7 October 2026 · Future of The Contact Centre
- Voice of the Room: What Is Holding Customer Engagement Back? 7 October 2026 · Marketing & CRM
- AutoTrader Case Study: Prediction Aids Conversion 7 October 2026 · Data, Insights and Analytics
- Audience Q&A: Beyond Points and Perks: Real Talk on Loyalty and Retention 7 October 2026 · Loyalty, Retention & Growth
- Voice of the Room: What Is Holding Loyalty Back? 7 October 2026 · Loyalty, Retention & Growth
- END. Build or Buy - Using AI to Balance Short Term Impact With Long Term Commercial Transformation 7 October 2026 · Main Stage
- The UK CX Eeport 2026: The Opportunity for Delight 7 October 2026 · Roundtables
- Small Features, Big Shifts – How Digital Products Move the CX Needle at Scale 7 October 2026 · Customer Contact
- In Conversation with Sharon Braude: What 20 Years of Marketing Transformation Teaches Us About Successful Consumer Engagement & Team Leadership 7 October 2026 · Marketing & CRM
- Identifying the Silent Customer with AI Driven Insights 7 October 2026 · Data, Insights and Analytics
- The Royal College of Surgeons of England Case Study: The CX Paradox: How AI Is Helping Us Deliver More Human Experiences 7 October 2026 · Customer Experience Management
- London Borough of Barking and Dagenham Case Study: Architecting AI Capacity: Executive Governance & Leadership ROI vs. ROE 7 October 2026 · Future of The Contact Centre
- POC to Production - What Really Happens when you Select a Vendor 7 October 2026 · Roundtables
- Designing Experiences for Growth: The Power of Meaningful Difference 7 October 2026 · Loyalty, Retention & Growth
- Building AI-Ready CX Teams with Checkatrade 7 October 2026 · Main Stage
- It’s What’s On The Outside That Counts 7 October 2026 · Data, Insights and Analytics
- Legacy Workarounds to Next-Gen CX: loveholidays’ Blueprint for AI-Powered Travel Support 7 October 2026 · Customer Experience Management
- From Passive to Active: Why Gamification Wins at Engagement 7 October 2026 · Marketing & CRM
- Terminator or Colleague?: The Future of the Hybrid Frontline 7 October 2026 · Customer Contact
- Beyond the Magic Trick: Knowing Where to Stop Automating 7 October 2026 · Future of The Contact Centre
- Personalisation as a Growth Driver – Turning Customer Understanding into Commercial Results 7 October 2026 · Loyalty, Retention & Growth
- Reading the Signals – How Leading Organisations Are Acting on Customer Behaviour 7 October 2026 · Data, Insights and Analytics
- The Culture Problem Nobody Talks About 7 October 2026 · Main Stage
- CX Transformation – Leading Change That Actually Sticks 7 October 2026 · Customer Experience Management
- The Efficiency Equation – Finding the Balance That Actually Work 7 October 2026 · Future of The Contact Centre
- From First Click to Loyal Customer – The Marketing Strategies Powering the Full Journey 7 October 2026 · Marketing & CRM