Elevating Customer Experience Through Innovation, Insight and Impact!
The Customer Experience Conference 2026 brought together local government professionals, industry leaders, and innovators for two dynamic days focused on the future of customer experience, digital transformation, and community engagement. Delegates explored emerging trends shaping the sector, from understanding the expectations of Gen Z and Gen Alpha consumers to progressing CX maturity through practical, low-cost improvements. Sessions highlighted the importance of customer-focused strategies, meaningful community feedback loops, and the role of data, dashboards, and virtual assistants in delivering more transparent and responsive council services.
Day two focused on the evolving role of AI and the wellbeing of customer experience teams in an increasingly digital world. Discussions explored practical AI roadmaps for councils, Voice of the Customer programs, and real-world examples of how councils are using AI and connected systems to improve service delivery and operational efficiency. The conference concluded with an interactive AI Agent Lab, where delegates collaborated to design innovative solutions to real council CX challenges, leaving inspired with practical ideas to take back to their organisations.
The 2026 Customer Experience Conference was a powerful celebration of innovation, collaboration, and forward-thinking leadership in local government. Our sincere thanks to all speakers, sponsors, partners, and attendees whose insights, energy, and contributions made this year’s conference such an inspiring and valuable experience.