Engage Customer Summit – 2026

The Engage Customer Summit 2026 examines how organizations can build more connected, customer-led experiences across service, marketing, data, and operations. Across seven stages, the agenda considers the practical realities of meeting rising expectations while balancing efficiency, quality, trust, and long-term customer value.

The free-to-attend event will explore the changing role of AI in contact centers and customer journeys, from self-service and predictive engagement to insight-led personalization. Case studies and panel discussions address the human–digital balance, the organisational changes required for transformation, and the need to turn customer data and feedback into meaningful action.

The programme also looks beyond individual interactions to the wider foundations of customer experience: leadership, culture, cross-functional collaboration, loyalty, CRM, and measurement.

Featured speakers include:

• Ian Plummer, Chief Customer Officer at Auto Trader UK, who brings a perspective on how data, technology and customer expectations are reshaping the automotive ecosystem.
• Gabriella Lambert, Head of Customer Experience at Nestlé Nespresso SA, will share experience in turning customer insight into service improvement, reduced churn and measurable commercial value.
• Kathleen MacLean, Global Head of Customer Growth Strategy & Planning at Dr. Martens, adds expertise in customer intelligence, retention, lifetime value and practical growth strategy across global consumer businesses.