Currently slated for October 7, London’s Engage Customer Summit for 2026 is set to draw in more than 3,000 attendees in its two-day event. Served by 150 exhibitors, the event focuses on the current and future state of customer-facing support and is expected to showcase a broad array of emerging trends, new ideas, and cutting-edge technology.
Day one of the Engage Customer Summit centres on contemporary developments in customer-facing businesses, while the second day takes a more future-centric approach. In such a rapidly evolving time of new technology, most notably thanks to the AI space, the summit is gearing up to face unprecedented challenges, so modern businesses must keep track of what’s being addressed.
AI and online businesses
The biggest current trends in online business expected to be covered at the summit revolve around artificial intelligence and marketing automation. According to recent government statistics, AI is currently adopted by one in six UK businesses.
85% of these tie into language processing, leaving considerable room for expansion for more advanced uses. Potential underutilisation is a serious concern here, with only 30% of staff in businesses that use AI engaging with its systems. With the right tools and implementation, this proportion could grow significantly.
More cutting-edge applications are also possible through the implementation of real-time advertising across multiple channels. This is increasingly illustrated in the iGaming and fintech spaces, where marketing automation services can combine suggestions over a greater range of systems. Instead of being locked to email alone, such platforms can also connect over the likes of WhatsApp, push notifications, and in-app notifications. Working together, this presents a much more engaging and consistent approach, building an entire framework for customers to lean on.
Physical stores
The application of digital tech in physical stores takes another direction, often focusing on freeing up time for employees to focus on other tasks. One solution increasingly gaining ground is the implementation of QR codes. While not a complete substitute for human interaction, QR codes help customers compare products. This is especially true if tied into a ratings or comparison service, showing an instant breakdown or explanation of key features.
Other physical businesses have found success in developing augmented reality features, which have proven effective in any business managing larger decorative goods. Whether looking at furniture, wallpaper designs, or even hairstyles, these systems allow customers a level of confidence not possible through the traditional testing and purchasing process. Instead of customers getting bored, overwhelmed, or scared, such apps let them try out dozens of options at the push of a button, even helping to sell options they might never have otherwise considered.
While it’s too early to tell exactly what new technology and approaches will be demonstrated in the Engage Customer Summit later this year, the above technologies are all likely inclusions. AI, market automation, and systems to improve physical presence have all seen considerable advances in the last few years. Full-fledged adoption along these new technological lines is just a matter of time, so if you’re curious, consider heading to the summit’s website and signing up.
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