CXA Annual Conference 2026

Thu, June 11th 2026

CXA Partner Event

Venue

Hallam Conference Centre, 44 Hallam St, London W1W 6JJ

Delivering Great CX: Reality, Innovation & the Road Ahead

Customer expectations are evolving. Are you?

Join us at the CXA Annual Conference 2026 – the definitive event for CX leaders, contact centre professionals, and customer-first thinkers – as we challenge the hype, confront the hard truths, and explore what it really takes to deliver great CX in today’s turbulent world.

The 2026 conference will dive headfirst into the realities shaping customer experience: economic headwinds, rising customer service demands, shifting tech landscapes, and the need for human connection in an AI-driven world. From the opening keynote on “CX as a Growth Engine” to our sector-deep Customer Service Debate, we’re not sugar-coating. We’re bringing sharp insights, straight talk, and practical takeaways that will move your CX forward.

What You’ll Learn:

What’s real vs. what’s hype in today’s CX tech stack – and how to cut through the noise
How to create frictionless omnichannel journeys that customers actually want to use
Why AI should empower humans, not replace them – in customer interactions and employee experience
How public sector CX is evolving and what private sector leaders can learn from it (and vice versa)
Where customer service is heading in 2025 and what frontline teams need to thrive
Emotional engagement in the AI era – can you still connect at a human level?
How to turn insights into action without falling victim to “data paralysis”

Why Attend?

This is more than a conference – it’s where the CX Alliance meets the moment. Whether you’re a brand leader, BPO, technology provider, or policymaker, this is your opportunity to:

Engage with forward-thinking leaders and decision-makers across sectors
Hear uncensored perspectives from BPOs and solution providers on what’s working – and what isn’t
Tap into exclusive research on consumer behaviour and 2025 CX trends
Join interactive debates, deep-dive panels, and practical case study sessions
Discover cutting-edge tech and meet CX partners in our Sponsor Showcase
Be part of the CX community shaping the future of customer engagement

If you’re serious about delivering real, measurable, human-centric CX – this is the event for you.

Register now and get ready to redefine what great customer experience means in 2026/7.
Let’s cut through the noise. Let’s deliver real CX.

Our 2026 agenda will be released shortly, but in the meantime, take a look at the key topics and sessions from our 2025 conference to get a taste of what’s to come.

Agenda

09:00 – 09:45

Registration & Networking

Join us for registration and networking prior to our welcome address.

09:45 – 09:55

Welcome Address

Opening remarks and introduction to the day.
Setting the stage: Why CX matters now more than ever.
What attendees can expect from the conference.

09:55 – 10:30

CX as a Growth Engine – Reality vs. Hype

MORNING KEYNOTE

The state of CX today: Market turbulence, economic instability, and shifting customer expectations.
Is CX still a growth enabler? How do businesses optimise CX amidst uncertainty?
Efficiency and optimisation vs. the role of emerging technologies.
The evolving employee experience: What needs to change?

Paula Kennedy Garcia

CEO | CxO | EVP | Strategic Advisor | Peer Group Chair

Independent

Speaker

Martin Newman

Chair

Customer Xperience Alliance

Host

10:30 – 11:05

Omnichannel Excellence – Beyond the Buzzword

PANEL DISCUSSION

Crafting seamless customer journeys across digital and physical touchpoints.
AI-powered automation vs. human connection: Striking the right balance.
Lessons from brands that are setting the gold standard in omnichannel CX.
How to evolve from good CX to exceptional CX.

Janette Fiander

Senior Manager Client Experience and Marketing

HSBC Innovation Banking

Panellist

Sunil Rathod

Senior Customer Experience Innovation Manager

Sky

Panellist

Charlotte Hudson

Customer Experience Manager

Jude

Panellist

Eloise Salisbury

Chief Customer Officer

AutogenAI

Panellist

Martin Newman

Chair

Customer Xperience Alliance

Host

11:05 - 11:40

Employee Experience – The CX Differentiator

FIRESIDE CHAT

Why engaged employees are the key to exceptional customer experiences.
Rethinking employee enablement: Training, well-being, and empowerment.
The role of AI and automation in employee workflows.
What are the barriers to great EX, and how do we overcome them

Lou Zonato

Director - CX

loveholidays

Panellist

Moira Clark

Director

The Henley Centre for Customer Management

Panellist

Jo Garland

Director, Business Operations EMEA - Consumer and Shopper Engagement

LEGO

Host

Eleanor Telling

Senior Director Experience Advisory

Medallia

Panellist

11:40 - 12:00

Tea/Coffee Break, Sponsor Showcase & Networking

12:00 – 12:30

Emotional Engagement in the AI Era

EXPERT PANEL

The evolving role of emotional intelligence in a digital world.
Human-AI collaboration: How AI can enhance, not replace, emotional engagement.
Sentiment Analysis vs. Sentiment Guesswork – What advanced analytics can (and can’t) really tell you about your customers.
Prioritising human-centric CX for meaningful customer outcomes.
Defining your Emotional Blueprint: What does it look like for your brand?

Dan Eddie

Director of Customer Service

Simplyhealth

Panellist

Jen Hobbs

Product Leader | Digital Experience | Customer Focussed

Independent

Panellist

Lisa Dolan

Regional VP of Employee Experience, UKISSA

TP

Panellist

Peter Dorrington

Co-Founder & Chief Strategy Officer

Anthrolytics Ltd

Speaker

Martin Newman

Chair

Customer Xperience Alliance

Host

12:30 - 13:00

The Great Customer Service Debate: Transformation or Treading Water?

FIRESIDE CHAT

A ‘state of the nation’ review on customer service across all sectors; a deep dive into CX trends, issues, concerns, and opportunities facing customer service professionals.
Effective CX in the face of legacy systems, tight budgets and cyber risk – what’s working and where are the pitfalls?
From digital inclusion to omnichannel engagement: Meeting the needs and rising expectations of customers
Service with Respect: The social contract between front-line professionals, employers and customers.

Martin Newman

Chair

Customer Xperience Alliance

Host

Jo Causon

CEO

Institute of Customer Service

Speaker

13:00 - 14:00

Networking Lunch & Sponsor Showcase

Meet leading CX partners, tech providers, AI solutions, and industry innovators.

14:00 – 14:35

Cutting through the CX Noise: Real CX Innovation or Industry Illusion?

AFTERNOON DEBATE

Reality Check from the Front Lines – BPOs, CX suppliers and practitioners share hard-earned lessons on what’s delivering results vs. what’s just marketing spin.
Data Goldmine or Data Graveyard? – Why most companies still fail to turn customer data into genuine action.
The Personalisation Myth – When tailoring experiences genuinely works… and when it’s just creepy or confusing.
Building a Smarter CX Playbook – How to cut through the hype and make decisions that actually move the needle for your customers and your bottom line.