Insights From Sam Holley, Senior Messaging Experience & Performance Manager at Lloyds Banking Group
Engage
Customer
7 - 8 October | Evolution | London
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#1 CUSTOMER ENGAGEMENT CONFERENCE
Engaged customers aren’t just satisfied, they’re supercharged. According to Gallup, this delivers a jaw-dropping 23% boost in wallet share, profits, revenue, and relationship growth.
Increased competition and advances in technology have reduced barriers to entry and motivated firms to adopt new strategies to build a deeper level of engagement with their customers.
This isn’t just an improvement, it’s a leap into a customer centric future.
Featured Speakers
Martin Villanueva
IKEA Global Customer Engagement Lead
Nicki Young
RS Group Chief Customer Officer
Kathleen MacLean
Dr. Martens Global Head of Customer Growth
Featuring six specialised topic stages
Our comprehensive summit agenda is packed with case studies from the world’s largest brands and insights from top experts in customer engagement. Our 2025 summit lineup of speakers represented diverse organisations including AXA Health, BBC Sport and Sky Sports, Beauty Pie, Bloom & Wild, Centrica, Condé Nast, Direct Line Group, Dr. Martens, E.ON, Ella's Kitchen, Formula E, Global, Heathrow Airport, HSBC, IKEA, JPMorgan Chase & Co, KFC, Les Mills, Liverpool Football Club, Lloyds Banking Group, London Marathon Events, Monzo Bank, National Grid, OVO, Porsche AG, Renault, Santander UK, The AA, Virgin Group and more. Their insights and experiences provided invaluable lessons for all attendees.
A premier opportunity to forge new business relationships and ensure you stay up to date with the latest information and knowledge to help transform your business.
TWO DAYS NOT TO BE MISSED
Day 1: The Customer Reality
The customer landscape has never been more complex. Rising expectations, economic pressure, and rapid technological advancements are creating opportunities and challenges that no customer-facing organisation can afford to ignore.
Day 1 puts the reality front and centre. Through world-class case studies, panel discussions, and honest peer conversation across seven stages, you will leave with the clarity and context to tackle what is in front of you.
Day 2: The Engagement Benchmark: Where Do You Stand?
Day 1 gave you the reality. Day 2 gives you the measure. 3,000 senior leaders will benchmark their strategies, technologies, and people against the best in the industry.
You will leave knowing where your organisation stands, what your peers are prioritising, and what you need to do to stay ahead. The evidence, the benchmarks, and the connections are all at the Engage Customer Summit.
WHAT TO EXPECT
DOWNLOAD THE PREVIEW GUIDE
The Engage Customer Summit Preview Guide offers a first look at the upcoming event, sharing essential details on the sessions and themes shaping the customer engagement agenda.
Dive into the latest innovations driving customer experience, from AI‑powered personalisation and predictive insight to journey mapping and human‑centred service design — all focused on deepening loyalty, elevating every interaction, and delivering measurable business impact.
“The sessions are exceptionally well organised, featuring insightful talks from industry leaders and experts. Attendance is strong, providing ample opportunity to connect with a diverse range of professionals. The summit delivers a wealth of perspectives and practical takeaways, giving attendees a variety of approaches and choices to enhance their customer engagement strategies.”Sales Director, Sky
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“The Customer Engagement Summit was exceptionally well organised, from registration through to the event layout. A standout feature was the event app, which made it easy to track sessions, speakers and topics. Attendees could plan schedules, receive real-time updates and access materials, creating a seamless and engaging event experience.”Digital Product Owner, BP
“This year’s event exceeded expectations, with excellent speakers, engaging discussions and valuable content throughout. Each session provided practical insights and fresh perspectives on customer experience. From inspiring keynotes to interactive panels, the quality and breadth of expertise were impressive, offering real-world lessons and actionable ideas that attendees could apply immediately.”Customer Experience & Events , Lego
“The Customer Engagement Summit offers a valuable opportunity to connect with like-minded professionals, exchange experiences and share practical insights. Discussions with peers facing similar challenges encourage new thinking and fresh perspectives. Attendees can learn from others’ successes and lessons, gaining ideas and knowledge that can be applied within their own organisations.”Head of Customer Service, Balfour Beatty
“You raise the bar every year, and this year was exceptional. The Customer Engagement Summit featured outstanding speakers, engaging discussions and a fantastic atmosphere. It was inspiring to connect with passionate professionals, exchange ideas and explore the future of customer experience. Every session delivered valuable insights, practical takeaways and thought-provoking perspectives.”Claims Specialist, Allianz
ENGAGE TALKS
The New Era of Connection: Redefining the Contact Centre for 2026 and Beyond
Live from the London Stock Exchange Studios this discussion brings together senior voices to explore how customer engagement is evolving in an era defined by unified communication, intelligent automation, and human-AI collaboration.
Ben Neo, Head of Contact Center and CX Sales EMEA at Zoom, joins Martin Hill-Wilson to discuss how contact centres are transforming into strategic experience hubs – connecting people, data, and insight across the enterprise.
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INTERESTED IN ENTERING THE ENGAGE AWARDS?
Celebrate your team's achievements in our Engage Customer categories.
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Event Partners
Over the past decade we have helped some of the world’s biggest brands engage with their target customers on a deeply emotional level, helping them forge relationships and new business connections.
Opportunities include speaker sponsor packages providing prime presentation slots on a topic stage and seminar stream of your choice, representation on panel debates, sponsored roundtable focus group opportunities and more.
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ArvatoConnect partners with leading brands and organisations to transform customer, colleague and citizen experiences, while delivering measurable, lasting outcomes. By embedding innovative technologies and placing AI at the core, we help clients move further, faster, and unlock real operational and business impact. With a tech-agnostic approach, we integrate the right platforms, data and customer journeys into intelligent, cohesive ecosystems, powered by deep partnerships and our own evolving digital capabilities. From highly regulated industries to the public sector, we deliver secure, ethical and compliant transformation at pace. A division of Bertelsmann, ArvatoConnect employs approximately 800 people in the UK and is headquartered in Datchet, with other offices in Swansea, Newcastle and Willerby
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CallMiner is the global leader in AI-powered conversation intelligence to improve customer experience (CX). CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change. CallMiner is trusted by the world’s leading organisations across all major verticals.
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Since 2013, CommBox has been the AI Customer Engagement Platform that powers real conversations across web, voice, and messaging. With AI agents and human in the loop, together, brands cut costs, boost satisfaction, and turn every interaction into measurable business outcomes.
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At Deskpro, we’re building a world with better support. Deskpro transforms customer experiences and fuels business growth with its advanced omnichannel helpdesk software.
Designed with total flexibility and enhanced with AI, Deskpro intuitively adapts to your business’s unique needs. Deskpro's flexibility extends to hosting options, allowing you to choose between our Cloud, your Cloud, or an On-Premise solution.
Designed with total flexibility and enhanced with AI, Deskpro intuitively adapts to your business’s unique needs. Deskpro's flexibility extends to hosting options, allowing you to choose between our Cloud, your Cloud, or an On-Premise solution.
Join the thousands of businesses, including Apple, HMRC, and Volkswagen, who trust Deskpro for its comprehensive features, agile development, and commitment to support. We’re the first choice across 30+ industries, capable of adapting to diverse team structures and end-user interactions. Experience the transformation towards better support with Deskpro.
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Dialpad is the leading AI-powered communications intelligence platform creating human-first, AI-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers such as Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its AI capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in AI technology with a rapidly expanding presence.
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Trusted by leading enterprises, ElevenLabs is redefining how businesses connect with customers at scale.
ElevenLabs: The Enterprise Agent Platform for Customer Engagement
ElevenLabs helps enterprises scale customer operations with AI agents that deliver measurable results.
Our platform combines lifelike conversational experiences with enterprise-grade reliability, enabling organizations to reduce escalations, automate workflows, and deliver seamless service across every channel:
Superior conversations: Human-like voices and advanced turn-taking keep customers engaged.
Reliable workflows: Always-on AI executes end-to-end tasks safely and accurately with built-in guardrails.
Partnership approach: From design to go-live, our team works alongside yours to ensure success.
Omnichannel by design: A single platform for voice, chat, and beyond, future-proofing customer engagement.
Reliable workflows: Always-on AI executes end-to-end tasks safely and accurately with built-in guardrails.
Partnership approach: From design to go-live, our team works alongside yours to ensure success.
Omnichannel by design: A single platform for voice, chat, and beyond, future-proofing customer engagement.
Trusted by leading enterprises, ElevenLabs is redefining how businesses connect with customers at scale.
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Emarsys, an SAP company, is the omnichannel customer engagement platform that empowers marketers to build, launch, and scale AI-powered personalized, omnichannel engagements that deliver business outcomes.
Emarsys is purpose-built to give more power to marketers so they can:
- Accelerate time to value by quickly onboarding data and channels to deploy cross-channel campaigns
- Deliver real-time, 1:1 personalization that builds trusted, loyal and lasting customer relationships with every interaction
- Succeed with proven guidance to make smart, quick decisions with data-driven insights and analytics
- Produce measurable results that drive predictable and profitable growth throughout the customer lifecycle
The SAP Emarsys Customer Engagement Platform is trusted by leading brands and innovative marketers across the globe including Nike, Samsonite, Wella, Aldo, Pizza Hut, Puma, SHEIN and Levi’s to engage, activate and retain customers.
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Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. Sitel Group and SYKES are now Foundever.
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Recognised with the “CX Solution of the Year 2024” and the “AI Breakthrough Award”, InMoment is the highest recommended Customer Experience platform and services company in the world, renowned for helping clients collect customer feedback and integrate customer experience data to uncover the insights that enable the smartest actions to drive customer loyalty and acquisition.
As the pace-setters in applying award-winning AI, its global clients activate every byte of their experience data—from structured surveys and social reviews to unstructured conversations from call logs, emails, support tickets, and chat transcripts to break down data silos. Analysts call out InMoment’s unique technology combined with in-house industry experts that empower brands to gain ROI from their CX programmes in half the time as its competitors. Unlock the true potential of every piece of customer data with InMoment.
As the pace-setters in applying award-winning AI, its global clients activate every byte of their experience data—from structured surveys and social reviews to unstructured conversations from call logs, emails, support tickets, and chat transcripts to break down data silos. Analysts call out InMoment’s unique technology combined with in-house industry experts that empower brands to gain ROI from their CX programmes in half the time as its competitors. Unlock the true potential of every piece of customer data with InMoment.
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Ipsos, with offices in 90 markets, is a global leader in optimising Experience programmes to drive business results. “Game Changers” – our tagline – summarises our ambition: To provide true understanding and make our changing world easier to navigate, so that our clients can make faster, smarter and bolder decisions.
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Kantar is the world’s leading marketing data and analytics company. We have a complete, unique and rounded understanding of how people think, feel and act; globally and locally in over 90 markets. By combining the deep expertise of our people, our data resources and benchmarks and our innovative analytics and technology, we help our clients understand people and inspire growth.
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Our research capabilities are deeply rooted in our proprietary Maru/HUB platform, which powers our research worldwide. From multi touchpoint Customer Experience (CX) and Customer Experience Management (CEM) to Panel Communities and on, HUB allows multiple data streams to be integrated into a single ecosystem, facilitating the real-time analysis of behavioral, transactional and attitudinal information to deliver insights at speed.
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Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment. For more information visit www.medallia.com.
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Microsoft’s mission is to empower every person and organisation on the planet to achieve more with AI, cloud, productivity tools and business solutions.
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Nextiva powers over a million users and billions of interactions annually with its customer experience platform. From one AI-powered customer experience hub, Nextiva Unified-CXM transforms how businesses engage with their customers with orchestrated customer journeys that help businesses acquire, retain, and grow customers. The company’s commitment to Amazing Service® and a customer-focused approach has been the cornerstone of its success. Nextiva was established in 2008 and is headquartered in Scottsdale, Arizona.
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Salesforce is the #1 AI CRM, where Humans with agents drive customer success together. Through Agentforce, our groundbreaking suite of customizable agents and tools, Salesforce brings autonomous AI agents, unified data from any source, and best-in-class Customer 360 apps together on one integrated platform to help companies connect with customers in a whole new way. Salesforce is democratizing AI agents for businesses of every size and industry so every company can embrace a workforce without limits. Our low code, open, and secure platform helps companies build and customize Salesforce fast so they can safely scale AI-powered work to every customer and employee experience and transform their business. Salesforce is proud to be the market leader, but we’re even more proud to lead in philanthropy, innovation and culture. Guided by core values of trust, customer success, innovation, equality, and sustainability, Salesforce is more than a business — we’re a platform for change.
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Treasure Data is the Intelligent Customer Data Platform (CDP) built for enterprise scale and powered by AI. Treasure Data empowers the world’s largest and most innovative companies to deliver hyper-personalized customer experiences at scale that increase revenue, reduce costs, and build trust. Visit www.treasuredata.com to learn more.
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Verint® is a leader in Customer Experience (CX) Automation.
The world’s most iconic brands— including more than 80 of the Fortune 100 companies—rely on Verint Open Platform to achieve stronger, faster AI Business
Outcomes, Now™ that reduce costs and elevate CX. With Verint, organizations can meet the challenges posed by continued growth in the number of customer interactions and higher customer expectations for elevated CX. Since hiring more workers and increasing workforce expenses are not sustainable solutions, organizations recognize the need for AI-powered platforms and CX Automation to achieve their strategic objectives and realize significant ROI.
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Zendesk powers exceptional service for every person on the planet. As a leader in AI-powered service, we offer the Zendesk Resolution Platform, designed to redefine customer experience with advanced tools that integrate AI Agents, a comprehensive knowledge graph, actions and integrations, governance and control, measurement and insights, and human expertise. Our purpose-built platform enhances service by combining automation and human insight for seamless interactions. Easy to use, easy to scale, and easy to get value from, Zendesk helps companies strengthen relationships, improve efficiency, and grow. Learn more at www.zendesk.co.uk
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With 55+ apps in nearly every major business category, including sales, marketing, customer support, BI and analytics, accounting and back office operations, productivity and collaboration, Zoho Corporation is one of the world's most prolific software companies serving customers from small businesses to large corporations.
Privately held and profitable with over 15k employees, Zoho is headquartered in Chennai, India with European offices in The Netherlands, UK, France, Germany, Spain, and many others worldwide.
Zoho strictly respects user privacy and has no ad-revenue model. Over 100 million users globally use Zoho to run their businesses, including Zoho.
Privately held and profitable with over 15k employees, Zoho is headquartered in Chennai, India with European offices in The Netherlands, UK, France, Germany, Spain, and many others worldwide.
Zoho strictly respects user privacy and has no ad-revenue model. Over 100 million users globally use Zoho to run their businesses, including Zoho.
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