3rd Edition

CX Summit
Lisbon 2026

Exploring how human leadership and AI work together to build trusted, scalable and meaningful customer experiences

3-Day Executive Forum

Day 1: June 16 · Day 2: June 17 · Day 3: June 18

Co-organized by

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About the Summit

Leading Customer Experience with AI.

CX Summit is a premium executive forum dedicated to leaders shaping the future of customer experience. It brings together senior decision-makers from across industries to address how organisations can design meaningful customer experiences, scale impact through intelligent technologies, and lead transformation with accountability and trust.

CX Summit is not a trade show or a tactical conference. It is a leadership-level platform for strategic dialogue, peer exchange and real-world insight. The real question is no longer whether to adopt AI, but how leaders guide its use to create value, trust and long-term advantage.

Lab Experience, Forbes Portugal and Jornal Económico are teaming up again in 2026 to organise the top CX event in the country, gathering speakers and guests from all over the world. Live streaming supported by Jornal Económico.

450+

Senior leaders across editions

NPS 92

Consistently above industry benchmarks

3

Days of executive programming

3rd

Edition — growing year over year

Event Overview

Three Days. Three Dimensions.

Each day is designed with a distinct purpose, audience and format, connected by the common thread of Trust, People and Technology.

Day 1 – June 16
CX Summit Leadership Hub

50 Leaders ·C-Level and Senior Leaders 

A pre-Summit executive masterclass — not a conference add-on. A strategic leadership experience designed for those who want to think, learn, and connect at the highest level before CX Summit begins. Full-day program covering Strategic Foundations, Leadership & Trust in Practice, Technology & Business Impact, and From Strategy to Action.

Day 2 – June 17 Main Event
CX Summit

400 Leaders · Open Registration

The main event. A full day of keynotes, executive panels, case studies, discussion panels, networking and an exhibition area. Exploring how human leadership and AI work together to build trusted, scalable and meaningful customer experiences. Includes the CX Summit Leadership Award ceremony and a Happy Hour.

Day 3 – June 18
CX Summit

Roadmap

Premium Audience · Outcome-Driven

An executive continuation of the Summit conversation. Structured, confidential, and outcome-driven, this day is designed to translate perspective into direction. Participants define a CX roadmap grounded in their real operating context through structured diagnosis and shared execution frameworks.

Key Topics

Trust. People. Technology.

Three pillars shaping the conversation across all three days of CX Summit 2026.

 

🔒

Trust

The Foundation of Modern CX

  • Building trust as a measurable business asset
  • Responsible AI, data governance, and ethical CX design
  • Embedding transparency, compliance, and accountability at scale
  • Balancing innovation with risk, regulation, and reputation
  • Translating trust into long-term growth and customer loyalty

 

👥

People

Human Leadership in an AI-Driven World

  • Leadership in complex, AI-enabled organisations
  • Employee experience as a driver of customer and business outcomes
  • The future of work, skills, and organisational design
  • Driving adoption, change, and cultural alignment in AI transformation
  • Designing human-centric, inclusive, and meaningful experiences

 

⚡

Technology

Driving Innovation with Business Impact

  • Scaling AI and automation beyond experimentation
  • Turning CX investments into measurable growth outcomes
  • Omnichannel experience design and seamless journeys
  • Data-driven decision-making and integrated CX architectures
  • From automation to intelligent, adaptive systems

Confirmed Keynote Speakers

Voices Shaping the Future of CX.

World-class leaders bringing global, executive-level perspectives on customer experience, AI, and human-centred leadership.

Dennis Wakabayashi

Global CX Leader

Global Voice of CX

A globally recognised leader in customer experience, service transformation and human-centred leadership. Decades of experience leading large, complex organisations, focusing on how companies can design experiences that are both scalable and deeply human.

Manuela Doutel Haghighi

Global Customer Success Engagement Director

Microsoft

Over two decades at the intersection of technology, customer leadership and digital transformation. 17 years at IBM and senior roles across commercial, customer management and transformation functions, spanning seven countries and three continents.

Horst Remes

Global CX 50 · Managing Partner

OneStone

Named one of the world's top voices in Customer Experience (CX 50). Combines the precision of an engineer with the storytelling of a stage performer. With an MBA from Vlerick Business School, he dismantles myths and distills complex insights into clear, actionable ideas. Zero tolerance for fluff.

More speakers to be announced

The Minds Behind CX Summit

CX Summit is not an event.
It is a leadership platform designed and built by practitioners who operate at the highest level of customer experience transformation.

Built to move CX from theory to execution, and from ideas to measurable business impact.

Cristiani Oliveira

Partner & COO Lab Experience

CX Summit Executive Architect

Cristiani is a senior customer research and business consulting leader, working in the intersection of CX, AI and Governance, driving measurable business impact through responsible innovation. A community builder, she has held long-standing roles in global associations, and her work is recognized globally. She works across multiple industries and in the last year alone her expertise reached 15 countries, focusing on CX, digital transformation, Gen AI and Ethics of AI. Besides her role at Lab Experience and CX Summit, she is part of the Leadership Team of the CX Channel. Based in Lisbon, working globally.

Ladislau Batalha

Founder & COO Lab Experience

CX Summit Conference Chair

Ladislau is a senior customer experience leader with over 25 years of global experience across telecom, banking, retail, fintech, government, and hospitality. He is the Founder and CEO of LAB Experience. He is known for driving pragmatic Customer Experience strategies, automation, and measurable business impact, while keeping the human customer at the centre. Also a community builder, Ladislau is an Advisor for the Portuguese Diaspora Council and the Executive Director at the Portuguese Business Council in Dubai.

The Venue

A Premium Setting for Executive Dialogue.

Nova SBE

Nova School of Business & Economics

Carcavelos, Lisbon · Portugal

A modern, international campus that reflects the Summit's positioning: strategic thinking, academic credibility, and a global outlook. Ranked among the top business schools in the world, Nova SBE provides a premium environment that supports both high-level content delivery and informal executive interaction.

• Strategic Thinking

• Academic Credibility

• Global Outlook

Partners & Sponsors

Partnering for Impact.

Join leading organisations shaping the future of customer experience.

Event Partners

Visionary Sponsors

Signing in progress — Announcement soon

Leadership Sponsors

Signing in progress — Announcement soon

Engagement Sponsors

Signing in progress — Announcement soon

Associate Sponsors

Signing in progress — Announcement soon

Institutional Partners

Announcement soon

Registration

Secure Your Seat.

Tickets are sold per day. Choose the experience that fits your leadership agenda.

Day 1 (June 16)

Standard Price 2500

Early Bird Offer 2000

Leadership Hub
C-Level Executive Masterclass

  • C-Level and Senior Leaders  (50 seats)

  • Full-day strategic masterclass (4 parts)

  • Executive Lunch & Networking

  • Happy Hour & Executive Dinner

  • Pre-Summit executive connections

Early bird ends April 30

Day 2 (June 17)

Standard Price 495

Early Bird Offer 247.5

Main Event
CX Summit
Full Conference Day

  • 6 Keynote speakers & 3 Discussion Panels

  • Case Studies from Portugal & International

  • Networking, Exhibition & Hospitality

  • CX Summit Leadership Award

  • Happy Hour & post-event networking

  • Live streaming by Jornal Económico

Early bird ends April 30

Day 3 (June 18)_

Standard Price 1750

Early Bird Offer 1300

CX Roadmap
Executive Workshop

  • Premium small-group format

  • Structured CX diagnosis framewor

  • Hands-on roadmap building session

  • NDA-protected confidential discussions

  • Actionable takeaways for your business

Early bird ends April 30

Your Next CX Move Starts Here.

Move beyond theory and into execution.
Learn how leading organisations are turning customer experience into measurable growth, loyalty, and competitive advantage.