What Not to Miss at Customer Engagement Summit 2025

It’s almost time for Customer Engagement Summit 2025! We’ll be there in person on October 9th, if you want to stop by and say hello keep an eye open for our video interviews! (For more information check out their website.)

To help prepare you for what’s coming up, here’s a quick round-up, so you can make the most of your visit…

Which Booths Should You Be Visiting?

Want to see what the latest tech is capable of? Here is a quick-glance list of companies we recommend visiting while you’re at the show:

What’s on the Agenda for the Day?

Not sure how to spend your time at the event?

Here’s a quick-glance view at the agenda, so you can plan your day around those sessions you most want to see!

09:00 – 09:05
Chair’s Opening Remarks
Speaker: Martin Hill-Wilson, Brainfood Training

09:05 – 09:25
Research Reveal: The Total Experience: Your Brand, Their Journey
Speaker: Thomas Husson, VP, Principal Analyst, Forrester

10:45 – 11:05
The UK CX report 2025: Navigating Trust, Digital Transformation and Generational Divides
Speakers:
Jamie Thorpe, Chief Experience Officer, Ipsos
Jean-Francois Damais, Global Chief Research Officer, Customer Experience, Ipsos

11:25 – 11:45
Driving Digital Customer Engagement: Real-World Personalisation That Works
Speakers:
Jenny Armstrong, Global Connected Consumer Engagement Lead, Diageo
Anna Cook, Managing Director – Customer Service, Sky

14:45 – 15:05
From Data to Action: Building a Truly Insight-Led Customer Strategy
Speakers:
Anna Wilcox, Head of Customer Experience, Bupa
Van Valdez, Insight & Evaluation Lead, Financial Conduct Authority

15:50 – 16:10
Redefining Loyalty: Creating Lasting Connections in a Changing Customer Landscape
Speakers:
Laura Godfrey, Head of Client Service Team, CX, Ipsos
Elizabeth Ajala, Risk Director, Monzo Bank

17:20 – 17:40
Strategy & Leadership in Focus: Embedding Customer-Centric Thinking Across the Business
Speakers:
Richard Pash, Chief Customer Officer, Zurich
Alexander Toft, General Manager International, Moonpig
Claudia Nicholls-Magielson, Chief Customer Officer, Simplyhealth

What Else to Look Out For…

CallMiner – C5

Head over to Booth C5 to meet the CallMiner team!

And don’t miss their very own Frank Sherlock talking to Luke Ollerhead from The Very Group about ‘Turning Conversations into Gold: How The Very Group Uses Speech Data to Drive Business Change’ at 12:10 on the Customer Contact Stage.

Deepdesk – E4

Deepdesk will be exhibiting in the Customer Experience Management (CXM) Arena, where they’ll be showcasing how their Agentic AI platform for the CX industry helps organizations build, deploy, and manage AI agents and workflows directly within their CX tech stack. They’ll be highlighting both out-of-the-box use cases that deliver immediate value and their ability to help enterprises tackle more complex AI challenges.

They’re also introducing their new AI Roadmap Workshops – designed to bring stakeholders together, surface quick wins, and define a clear, measurable business case for AI in customer experience.

In addition, their very own Brian Reijngoud will join the following panel discussion:

Leading CXM in a Digital-First World: Strategy, Mindset and Measurable Impact

In today’s fast-moving digital landscape, successful CXM requires more than good intentions. This session will explore what sets strong strategies apart, how organizations are adapting priorities, and how to recognize when your approach is truly delivering results.

What to expect from the session:

• Key elements of effective CXM strategy in a changing digital environment.
• Shifting mindsets to improve customer experience across platforms.
• Balancing digital innovation with consistent, human touchpoints.
• Measuring the real impact of CXM efforts.

Enghouse Interactive – D23

Enghouse will be exhibiting this year with their partner, Hybrit Services.

Be sure to look out for their roundtable hosts, Simon and Nigel, who’ll be talking about powering up CX with automation and their omnichannel solutions.

They’ll also be conducting personalized demos and serving coffee at their stand.

Sabio – D13

Pop by the Sabio stand and take thier AI Quiz to find out where to go next (or even how to start) your AI journey. The team will be on hand to talk to you about how to deliver more efficient and effective customer experience. As a thank you for completing the quiz, they’re giving away Tony’s Chocolonely bars to the first 100 intrepid travellers as fuel for the journey.

In addition, Sabio’s Stuart Dorman will join the panel discussion at 09:45 on the Data, Insights and Analytics stage.

Real-Time Data, Real Results: Using Analytics to Enhance Engagement

As customer expectations for instant, relevant interactions continue to rise, real-time data analytics is becoming an essential capability. This session explores how organisations are capturing, interpreting, and acting on customer data in the moment to improve engagement, loyalty and satisfaction. From powering personalisation to informing live decision-making, we’ll look at what it takes to turn real-time insight into competitive advantage.

What to expect:

• How real-time analytics is reshaping customer engagement strategies
• Using live data to personalise interactions and inform decisions instantly
• Overcoming operational and technological barriers to real-time insight
• Measuring the business impact of faster, data-driven engagement

Trusst AI & GoCX – D3

Swing by Booth D3 to take part in Trusst AI’s fun “human vs. AI” activity! As, believe it or not, they printed 200+ gloss brochures and noticed a spelling mistake (!) – so one of their ‘stand activations’ will be a ‘spot the human spelling mistake that AI picked up’. Those who notice will go into the draw for a prize!

Whilst you’re there, why not also pick up some of their on-stand merch, including:

• Changing cables,
• Tim Tams (the world-famous Australian chocolate biscuit!),
• As well as notebooks, pens, and brochures!

Vonage – F21

Stop by Booth F21 to discuss how Vonage can help improve your customer experience with solutions that connect voice, video, chat, and digital channels into one seamless journey.

See you there!

Author: Rachael Trickey
Reviewed by: Xander Freeman