WORLD CX SUMMIT 2026

In a world where technology moves faster than the emotions it claims to serve, the WORLD CX SUMMIT calls for a collective reset: How can we put customer culture back at the heart of the business model? How can we measure its impact on value and profitability? How do we avoid ‘CXwashing’? What can we learn from other nations about emotion, respect, and brand loyalty? And what if customer culture became the new frontier of business?
Leaders are not trying to ‘save’ humanity from technology, but to place it back at the heart of what drives performance: trust, loyalty, and the value created together. And what if, in a world saturated with digital promises, customer culture were the most sustainable—and most underestimated—lever for growth? To decode the transformations in CX, the summit offers a three-level framework: - XP Relationship: the immediate contact, experienced in daily interactions between teams and customers. - XP Experience: the customer journeys, orchestrated and optimized at every stage. - XP Culture: at the strategic and corporate level, when customer experience becomes a true shared value. This three-part framework will allow us to approach CX from every angle—operational, organizational, and cultural—and open a dialogue among those who live it, design it, and lead it. New technologies are already transforming journeys and expectations. But far from being an unexpected shock, they represent an anticipated evolution: that of a customer who has become the sovereign actor of their needs and choices. The coming revolution will not be purely technological: it will be rooted in usage, in humanity, and in companies’ ability to rebound and adapt.