The Future CX Summit in 2026 brought together leaders who are redefining what exceptional customer experience looks like. While AI continues to dominate industry conversations, this Summit went beyond the hype to explore how organisations are using AI today, where it accelerates value, where it falls short, and how it can be adopted in ways that genuinely complement customer-facing operations.
Some key take aways and insights from 2026 includes:
- Your customers don't see your organisation charts
- Do less but do it better
- Loyalty and trust are key CX currencies
If you'd like to get involved in the 2027 event, please contact Rajat Gehlot.
2026's agenda explored the following themes
- Laying the foundations for CX strategies driven by the voice of the customer
- Walking the talk: Delivering on your CX promises
- The modern contact centre: Empowering people, technology, and seamless service delivery
- Smarter CX: Aligning customer experience with organisational functions
- Building capabilities to innovate as CX evolves
- Success stories from exceptional CX execution
- Delivering great service in fast-moving contact centre environments
- Reflections and practical implementation of learnings
Advisory
Kevin Glynn
Head of Customer Solutions
Auckland Council
Luke McKeown
Head of CX
Southern Cross Travel Insurance
Melanie Disse
Founder & Principal Consultant
Melanie Disse Consulting
Elizabeth Pinfold Reed
Chief Executive Officer
Good CX
Elias Kanaris
Former Chief Executive Officer
CCNNZ
Paul Linnell
Managing Director
CTMA New Zealand
Reasons to Attend
Discover how leading organisations are seamlessly blending GenAI automation with human-centred design to empower front-line teams, eliminate customer friction, and scale empathetic service across every channel.
Paire's Co-Founder and CEO, and former Shark Tank contestant, will share how he and his business partner have scaled their e-commerce retail store since starting it in 2020, to now having two brick and mortar stores in Melbourne, with a third in the works for Sydney.
Test your knowledge after 1.5 days of learning. Featuring in the agenda for the first time is a design thinking interactive exercise, where you'll be given a challenge and, in your groups of 10, you'll have to brainstorm a strategy – there might just be a prize for the winning group.
Make the most of your professional development and join the post event workshops – one focuses on justifying 'the why' of investing in CX and getting buy-in, and the other focuses on a customer roadmap designed for continuous improvement.
Hear from local CX thought leaders
- Booster
- Kiwibank
- WebJet Group
- nib New Zealand
- Auckland Transport
- Southern Cross Travel Insurance
- Auckland Council
- Booster
- Kiwibank
- WebJet Group
- nib New Zealand
- Auckland Transport
- Southern Cross Travel Insurance
- Auckland Council
What delegates say
The Future Contact Centre Summit was packed with insights on automation, AI, agentic AI, bot call strategies, and more. I left feeling inspired and connected. It was also a great opportunity to benchmark our contact centre's progress against industry leaders and gain fresh perspectives.
Great speakers and agenda at the 2 Day Future CX Summit. Covering relevant topics like productivity, cost savings, AI powered personalisation and leveraging data to improve value for the consumer. Well done Aventedge for a well organised summit.
See what’s on
across two days
Hear from experts as they unpack the strategies, capabilities, and innovations shaping the future of customer experience – with dedicated CX and Contact Centre tracks.
View the agenda
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