Co-organized by
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
The Main Event
One Day. 450 Leaders. The Full CX Summit.
June 17 is the centerpiece — a full-day executive forum bringing together the CX, technology and leadership community in one room.
June 17, 2026 · Main Summit
CX Summit — Full Conference
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.
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
The Venue
A Premium Venue for the Main CX Summit Event (June 17)
Nova School of Business & Economics
Carcavelos, Lisbon · Portugal
Nova School of Business & Economics will host the main CX Summit event on June 17. 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
• Main CX Summit Day
Venues for the Other Summit Experiences
A luxury Venue for the Leadership Hub (June 16)
At Vila Galé Collection Paço dos Arcos
On June 16, Leadership Hub will take place in a venue designed for executive-level interaction and strategic dialogue. As the setting for the C-Level Executive Masterclass, it offers a more private and premium environment for senior leaders to connect, learn, and build meaningful pre-summit conversations.
A Business Venue for the CX Roadmap Workshop
(June 18)
At TP Headquarters
On June 18, the CX Roadmap Workshop will take place in a venue suited for a more focused and practical executive session. The setting supports small-group interaction, structured discussions, and hands-on roadmap building for clear business action.
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
CX Summit Leadership Team
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.
José Carlos Lourenço
CEO and President of the Board Media N9ve
CX Summit President
José Carlos Lourenço is a senior media executive with over 30 years of international experience across media, telecommunications, consulting, logistics, and operations. He is the CEO and President of the Board at Media N9ve (Emerald Group), leading flagship platforms such as Forbes Portugal and Jornal Económico. Recognised as Media Personality of the Year in Portugal, he is known for driving impactful media and business leadership across the Lusophone ecosystem, while shaping dialogue at the intersection of business, media, and customer experience.
Partners & Sponsors
Partnering for Impact.
Join leading organisations shaping the future of customer experience.
Event Partners
Visionary Sponsors
Teleperformance
Vila Galé
Leadership Sponsor
bp
Engagement Sponsor
Broadvoice
Associate Sponsor
Signing in progress — Announcement soon
Institutional Partner
DEC
Registration
Secure Your Seat.
Tickets are sold per day. Choose the experience that fits your leadership agenda.
Main Conference Day
(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 May 17
Extend Your Experience
For Leaders Who Want the Full Journey
Two optional premium experiences flank the Main Summit, a strategic masterclass the day before, and an outcome-driven roadmap workshop the day after.
Leadership Hub
(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
CX Roadmap Workshop
(June 18)
Standard Price €1750
Early Bird Offer €1300
CX Roadmap
Executive Workshop
Premium small-group format (60 seats)
Structured CX diagnosis framewor
Hands-on roadmap building session
NDA-protected confidential discussions
Actionable takeaways for your business
Full CX Summit Experience Bundle
Complete access to all three experiences: June 16, 17 & 18
You save €354.75
€3,547.50€
€3,192.75
Early bird price — ends May 17
One checkout. All 3 days included.
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.
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