Designing Seamless Customer Experiences
with AI and Human Intelligence

Tāmaki Makaurau / Auckland
Summit: 20-21 October 2026
Workshop: 22 October 2026

For eight years, the Future CX Summit has brought together the leaders responsible for customer experience, service operations and customer contact across New Zealand’s largest organisations.

As AI reshapes the customer landscape, leaders face a clear challenge: turning emerging technology into practical improvements in service delivery and customer experience.

Across New Zealand organisations, three priorities dominate the agenda.

Deploying AI in ways that genuinely improve productivity and service quality
Turning fragmented customer data into real-time insight that enables better decisions and personalisation
Equipping customer teams to work effectively alongside new technology while maintaining empathy and trust

The Future CX Summit 2026 brings together the strategies, technologies and practical lessons shaping the next generation of CX and customer service.

Following strong engagement in 2025 around AI, data-led decision making and the changing role of customer teams, the 2026 summit continues the conversation with actionable insights and opportunities for organisations looking to modernise customer experience end to end.

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Why Attend

Shape the Evolution of New Zealand’s CX and Customer Contact at the Future CX Summit 2025.

Two Streams, One Ticket

Have access to both streams at any point across the 2 days included in your ticket, to find out more about what’s happening in the world of customer experience and customer service.

Experiential Experiences

Engage in peer-to-peer interactive sessions and take on a more hands-on approach to learning with interactive breakout sessions and peer-to-peer roundtables.

Discover Innovative Products and Services

Address some of the biggest challenges faced in the world of customer by checking out the vendor exhibition stands, all under one roof.

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Key Themes and Takeaways

AI, Automation and Human-Centred Design

AI was front and centre across both streams - from Spark NZ’s GenAI-powered contact centre transformation and Xero’s next phase of agent–AI collaboration, to Fonterra’s and Salesforce’s discussions on responsible integration. Speakers emphasised that AI success depends on trust, empathy, and human oversight — ensuring technology augments rather than replaces customer connection.

Employee Experience as a CX Catalyst

Sessions led by Contact Energy, Lion, and Good CX highlighted the growing recognition that empowered, emotionally intelligent employees are the foundation of great customer outcomes. In a tight talent market, the “agent of 2026” will need to balance empathy, adaptability, and digital fluency.

Data-Driven Personalisation and Real-Time Insights

Speakers from NZ Trade & Enterprise, LIC, and Primepac demonstrated how organisations are harnessing customer data to deliver real-time personalisation and predictive insights. However, many noted that data accessibility and governance remain barriers to fully data-led CX - a theme echoed by Watercare Services and Auckland Airport.

Omnichannel Experience and Consistency

Retail and service leaders such as Mitre 10, Auckland Transport, and Kiwibank shared how they’re evolving to meet rising customer expectations for seamless, consistent experiences across every channel. From TradeMe’s unified contact centre project to SkyCity’s human-centred digital innovation, omnichannel integration emerged as a defining CX priority.

Culture, Leadership and Cross-Functional Collaboration

Sessions from Flybuys, Whakarongorau Aotearoa, Tonkin + Taylor, and Zip Co underscored the importance of embedding CX into organisational culture. Delegates explored leadership practices that align marketing, operations, and technology teams around shared experience outcomes - moving CX from a department to a mindset.

Inclusion, Values and Purpose-Led Experience

Te Wānanga o Aotearoa’s session on embedding Māori values like koha (reciprocal giving) into digital design offered a powerful reminder that CX is also cultural. Purpose-driven design and inclusive customer journeys will define the next evolution of New Zealand’s experience landscape.

View 2025 Agenda

2 Conference Theatres. 35+ Sessions

Across two interconnected theatres, the summit will unpack where organisations are investing, what is delivering results, and where solution providers can help accelerate progress across AI adoption, service transformation, data integration, self-service, workforce capability and experience measurement.

Shape the Evolution of New Zealand’s CX and Customer Contact

Sponsorship Opportunities

The Future CX Summit NZ offers a unique opportunity to connect with senior CX and contact centre leaders while positioning your brand at the centre of conversations shaping the future of customer experience.

Whatever your aim for the event, we have a package that will suit you.

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Register your interest

Whether you’re looking to attend, speak, sponsor, exhibit or explore partnership opportunities, this is your opportunity to connect with senior CX, customer service and contact centre leaders shaping the future of customer experience.

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