The program is still taking shape.
Speakers and sessions are announced continuously.
Summit ‘26
Program & Speakers
A Full-Day Learning Experience Designed for Action
Turning your Customer Experience into Measurable Business Impact
The day unfolds as a learning journey from strategy to action.
We start with a change management keynote and workshop, continue through short keynotes and sofa sessions, and end the day with reflections you can take straight back to your organisation.
Here is how the day is structured:
Session Formats
Keynotes · Sofa Sessions · Table Reflections · Networking
You’ll move between short, sharp keynotes and sofa sessions, which are live dialogues between the keynote speakers, an expert facilitator, and you.
There are also table reflection sessions where you’ll exchange experiences and challenges with the people around you.
Because while we put great experts on stage, we know there are just as many sitting in the audience, and this is your chance to tap into that collective expertise.
Between sessions, there’s time for networking, reflection and we end the day together with a closing keynote that ties it all together and sends you home with clear, practical next steps for your own organisation.
Four key themes frame the day’s program
each featuring 2–3 short keynotes followed by sofa dialogues, our facilitated live interaction sessions with the audience.
Measuring & Mapping Experiences
From Insights to Ownership and Business Results
Service Culture as a Growth Driver
Building Frontline Excellence that Delivers Results
Human-Centered AI
Personalisation and Automation Drive Measurable Impact
Beyond Satisfaction
Proving the Business Value of Customer Experience
