ROUTE 101 ANNUAL CONFERENCE 2026: TECHNOLOGY THAT SERVES PEOPLE.
STORIES THAT INSPIRE CHANGE.

 This year’s event took place on 13th May 2026 at 30 Euston Square, where CX leaders, innovators, and technology specialists came together to discuss the challenges, trends, and technologies shaping customer experience today. Through practical insights, real-world examples, and open conversations, attendees gained valuable perspectives on what’s driving change across the industry and where CX is heading next. 

WE COVERED:

Exclusive CCMA Research Launch

We launched brand-led insights into what customers expect from CX, from channel preferences, to personalisation, to the role of AI.

Real-life success stories

 Leading organisations from across the UK & Ireland shared how they considered their people when setting and implementing their CX strategies. 

Networking with peers

Attendees met, exchanged ideas, and built new partnerships with industry experts and CX leaders.

Technology up close

Delegates explored an independently curated technology expo featuring live demos from leading CX technology providers, all in one space.

Expert panels and Q&A sessions

The agenda was packed with keynotes, panel discussions, and live Q&A sessions covering practical strategies for improving CX delivery, personas, AI technologies, and more.

AI in real-world CX

Participants discovered how leading teams used AI, automation, and agentic capabilities to improve experiences for both customers and agents, while delivering measurable business outcomes.

ACCESS EVENT PRESENTATIONS:

Beyond Demographics, CCMA

Beyond Demographics: Customer Contact Personas Shaping Service Expectations: Stephen Yap, Research Director, CCMA

 

Create Confidence in AI Knowledge to QA, Zendesk

Create Confidence in AI Knowledge to QA: David Cousins, Principal Contact Centre Specialist, Zendesk

 

The AI Evolution, Route 101

The AI Evolution: Luke Cuthbertson, CX Consulting Practice, Route 101

 

Create Impact with AI Assist to Conversational AI, NiCE

Create Impact with AI Assist to Conversational AI: Mark Baldwin, Sales Engineering,
NiCE

 

How & Why Businesses Are Implementing AI, ContactBabel

How Businesses Are Implementing AI: Steve Morrell, Managing Director, ContactBabel

 

Route 101 Conference 2026 Full Presentation Proceedings

 Route 101 Annual Conference 2026:
Download all presentations
in one deck 

 

2026 SPEAKERS:

Stephen Yap, CCMA

Stephen Yap
Research Director,
CCMA

 

Lisa Lewis, NHSP

Lisa Lewis
Customer Enablement Director, NHS Professionals

 

steve morell

Steve Morrell
Managing Director,
ContactBabel

 

David Cousins, Zendesk

David Cousins
Principal Contact Centre Specialist, Zendesk

 

Helen Davies, Vp plc

Helen Davies
Head of Customer Services UK, Vp plc

 

Mark Baldwin NiCE Large

Mark Baldwin
Portfolio Sales Engineering,
NiCE

 

Natalie MacIntyre, Blackcircles

Natalie MacIntyre
Learning & Development Manager, Blackcircles

 

Luke Cuthbertson, Route 101

Luke Cuthbertson
Head of CX Consulting Practice,
Route 101

 

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Richard Simpson, Route 101

Richard Simpson
Chief Solutions Officer,
Route 101

 

Russell Attwood, Route 101
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Russell Attwood
Founder & CEO,
Route 101

 

EVENT GALLERY:

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A SNAPSHOT OF COMPANIES THAT ATTENDED IN 2026: 

 

WHAT ATTENDEES SAID:

I enjoyed hearing real-life experiences from those implementing AI. It was great to hear a realistic perspective based on experience rather than marketing. Support Enablement Lead at Juniper Education Group
There was a balance of presentations that matched my company. The information was presented well. Contact Centre Manager at MandM Direct
The content was genuinely really useful and not just the usual “heard it before, but I don’t mind hearing it again” material. The networking was really useful too, especially meeting people in real life. Director at Channel Doctors
The information was well structured and highly informative, with strong key takeaways. There were also plenty of opportunities to meet new people and connect with third-party providers. Customer Service Manager at Jellycat

 

THANK YOU TO OUR PARTNERS:

OUR PARTNERS

Route 101 Partners-1