Insights from the CX Innovation Conference 2026

We are delighted to share with you a PDF summary of current CX ideas and strategies that were showcased at this years’ CX Alliance Annual Conference 2026, “Innovation in CX”.

Please click below to download.

CX annual conference summary report-.pdf

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• The biggest message from The CX Alliance Annual Conference 2026 was simple: the companies creating extraordinary customer experiences are rewriting the rules altogether.

• Over 120 customer experience leaders gathered to hear how some of the UK's 40+ most innovative brands are transforming customer operations through AI, empowered people and radically different leadership.

• The standout keynote came from Joe Richardson, alongside CX Alliance Chair Martin Newman, who challenged almost everything organisations believe about managing customer experience. Their message?  Trust your people. Simplify everything. Stop managing by fear.

• Octopus Energy: The New Benchmark for Customer Experience.  It isn't difficult to see why they have become one of Britain's most admired companies.  In our summary we have captured the 6 takeouts.

• We have summarised the CX strategies of other amazing brands doing fabulous things such as HMRC, Deckers, British Gas, Air France, HSBC, Aegon, Tui, Love Holidays and many more.

• If you missed the conference this is a summary of the valuable insights shared, if you were there – it is a really handy summary to keep as a reminder of share with your team.

Thanks to all our panellists and partners for making this possible.  For more information please visit www.thecxalliance.org