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Annual Customer Conference

WEDNESDAY, 13 MAY 2026 | 30 EUSTON SQUARE, LONDON

TECHNOLOGY THAT SERVES PEOPLE. STORIES THAT INSPIRE CHANGE.

This year’s event unites CX leaders, innovators, and technology specialists to explore the latest developments in CX. Attendees will experience honest insights, real-world stories, and a clear picture of what is next – giving them the knowledge to stay ahead of the curve.

WHAT TO EXPECT

Exclusive CCMA Research Launch

Discover persona-led insights into what customers expect from CX – from channel preferences, to personalisation, to the role of AI.

Real-life success stories

Join leading UK & Ireland organisations to hear how they considered their people, set and implemented their CX strategies.

Networking with peers

Meeting, swap ideas or build new partnerships with industry experts and CX leaders. 

Technology up close

Explore an independently curated technology expo with live demos from best-of-breed CX technologies in one space.

Expert panels and Q&A sessions

Enjoy an agenda full of keynotes, panels and live Q&A sessions covering practical strategies to improve CX delivery, Personas, AI technologies, and more.

AI in real-world CX

Discover how leading teams used AI, automation, and agentic capabilities to work for both customers and agents and how to deliver real business outcomes. 

 OUR SPEAKERS

Stephen Yap, CCMA

Stephen Yap
Research Director
CCMA

 

Lisa Lewis, NHSP

Lisa Lewis
Director of Customer Enablement
NHS Professionals

 

steve morell

Steve Morrell
Managing Director
ContactBabel

 

Eva Hattingh, NHSP

Eva Hattingh
Customer Enablement Partner
NHS Professionals

 

Helen Davies, Vp plc

Helen Davies
Head of Customer Services - UK
Vp plc

 

Natalie MacIntyre, Blackcircles

Natalie MacIntyre
Learning & Development Manager
Blackcircles

 

Russell Attwood, Route 101
Richard Simpson, Route 101
Luke Cuthbertson, Route 101

Russell Attwood
CEO
Route 101

 

Richard Simpson
Chief Solutions Officer
Route 101

 

Luke Cuthbertson
Head of CX Consulting Practice
Route 101

 

AGENDA

9.30am Registration  
10.15am Welcome and Introductions  Russell Attwood, CEO, Route 101
10.25am Introduction the CX Personas and Building a CX Strategy Stephen Yapp, Research Director, CCMA
11.10am Developing AI Maturity Luke Cuthbertson, Head of CX Consulting, Route 101
11.40am Coffee Break  
11.55pm How & Why Businesses Are Implementing AI for CX and What They Are Finding Steve Morrell, Managing Director, Contact Babel
12.40pm Wrap Up & CX Stories Richard Simpson, Chief Product Officer, Route 101
12.50pm Lunch Break  
 


13.50pm 


Panel: Inside the AI Shift: Customers in Conversation 		  

Lisa Lewis, Director of Customer Enablement, NHS Professionals

Eva Hattingh, Customer Enablement Partner, NHS Professionals

Natalie MacIntyre, Learning & Development Lead, Blackcircles

Helen Davies, Head of Customer Services, VP plc
 14.30pm  Create Confidence in AI: Knowledge to QA   
14.15pm Coffee Break  
14.45pm Create Impact with AI: Assist to Conversational AI  
15.25pm Keynote  
16.10pm Q&A and Wrap Up Russell Attwood, Route 101
16.20pm Networking Reception  

 

REGISTRATION FORM

YOU'RE IN GREAT COMPANY

Teams from all sectors attend Route 101 Annual Conference. See who's joined us - and be part of it in 2026!

THANK YOU TO OUR PARTNERS

OUR PARTNERS

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