The Ultimate Guide to Customer Experience
A curated UK edition of TechDay news, analysis, interviews, reviews, job moves, and related resources for Customer Experience (CX).
What to know about Customer Experience
Customer Experience (CX) encompasses every interaction a customer has with a brand, shaping perceptions, loyalty, and business success. This tag explores the latest trends, technologies, and strategies companies are adopting to enhance the customer journey in a rapidly evolving digital landscape.
Readers will find insights into how businesses worldwide are leveraging AI, automation, real-time data, and omnichannel engagement to meet rising customer expectations. Stories highlight practical applications—from retail and financial services to telecommunications and public sectors—showcasing how CX innovations drive efficiency, personalization, and trust.
Dive into expert analyses, case studies, and reports that reveal common challenges like integrating legacy systems, managing data privacy, and overcoming regulatory hurdles. Learn why blending technology with human empathy is crucial and how emerging tools like chatbots and AI agents are reshaping service paradigms.
Whether you're a business leader looking to boost loyalty and revenue or a professional passionate about the evolving consumer landscape, this collection offers valuable perspectives on delivering meaningful, seamless, and engaging customer experiences today and in the future.
UK Customer Experience News
Regional stories with direct local relevance
parcelLab ranks UK fashion brands on post-purchase
The benchmark suggests retailers that improve delivery updates, returns and packaging are more likely to keep shoppers coming back after payment.
Inclusive minutes: Why they make UCaaS easier to sell
By bundling calls into subscriptions, partners can cut telecoms billing complexity and make UCaaS easier to package, sell and scale.
AI assistants sway UK shoppers, but loyalty stays key
Nearly half of UK consumers have ditched a trusted brand after poor service, even as AI assistants increasingly steer discovery and purchases.
Insurers with stronger AI governance see higher returns
Insurers with tighter AI controls are far more likely to expect strong returns, while laggards are focused on cost cuts and see little payoff.
Hyperlayer launches Morgan Stanley loan deposit tool
The new feature lets eligible wealth clients spend securities-backed loan proceeds in their existing accounts without separate workflows or manual controls.
Loyalty schemes become key retail draw, study finds
A new survey suggests shoppers are increasingly willing to trade personal data for discounts, pushing loyalty programmes to the centre of retail strategy.
Analyst Insights
Research and market analysis connected to Customer Experience
Insurers with stronger AI governance see higher returns
Zendesk unveils outcome AI platform with unlimited pricing
Cloudinary named Gartner Leader in digital asset management
Meltwater tops Gartner's first PR & media tools ranking
NiCE named Gartner CCaaS leader as AI revenue jumps
Featured News
Expert Columns
Inclusive minutes: Why they make UCaaS easier to sell
Loyalty Predictions 2027: Why Strategic Partnerships and AI Transparency Will Take Centre Stage
Why revenue leaders need a connected commerce chain
The future of iGaming belongs to operators that can scale trust, not transactions
Rethinking what happens at card expiry
7 Steps to Implement Digital Identity Verification Successfully
AI in Retail is Only as Good as its Data Foundation
How to maximise AI performance during the golden quarter
The next eCommerce interface may not be a screen
The golden quarter loyalty opportunity: Why rewards matter more when consumers spend more carefully
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Banks must rebuild around governed AI agents, report
Banks face mounting pressure to prove AI pays off as Backbase says governance and accountability will decide which institutions scale agents.
Stellantis taps Amperity for customer data overhaul
The deal could help the carmaker reduce fragmented records and improve service, loyalty and campaign targeting across its brands.
Cloudinary to integrate media tools with Amazon CloudFront
The tie-up could cut setup time for teams serving images and video through CloudFront, while reducing custom code and extra media tools.
RingCentral adds oversight tools for AI & human agents
Contact centre managers can now track AI and human interactions in one system, helping them spot failures sooner and plan staffing more accurately.
UK & Ireland consumers back AI service if it works
Most UK and Ireland customers will use AI support if it solves problems fast, but 65 per cent still prefer a human for tricky queries.
agentic AI seen as biggest customer engagement shift
Technical staff at Infobip Shift 2026 said autonomous AI agents are reshaping service journeys and making reskilling more valuable than new coding languages.
Physical cards still key as German debit use surges
Germany's debit card boom is forcing banks to rethink cards as digital wallets rise, with annual transactions jumping from 3.9 billion to 10.9 billion.
Orange deploys AI agents for billing support queries
Customers in several countries can now get billing and account answers from Orange's AI agents, which are restricted to internal records and costs.
Fast Simon launches AI model for Shopify discovery
The new system is meant to help Shopify brands lift conversions and basket sizes by automating product ranking around shopper behaviour and stock levels.
Genesys expands AI engineers to speed customer rollouts
By tackling integration and governance hurdles, the new engineering model aims to help enterprises move agentic AI customer service projects into production faster.
Adobe puts CX Enterprise Coworker inside AI assistants
Marketers can now manage campaigns and customer journeys inside ChatGPT, Claude, Gemini and Copilot as Adobe widens its AI reach.
Europe's AI ambitions outpace consumer trust, report says
Consumer trust is lagging behind AI rollouts in Europe, where fewer than one in five organisations are on schedule with transformation work.
Braid raises USD $38 million to expand embedded connectivity
The cash will fund Braid's international expansion as it races to broaden carrier coverage and compete in a growing embedded connectivity market.
Wahda Bank picks Backbase for digital platform in Libya
Libyan businesses and later retail customers will gain online banking as Wahda Bank starts rolling out a new platform in 2027.
UK firms overstate AI maturity, Avanade research finds
Most UK organisations are claiming AI progress ahead of the reality, with 61% saying the technology has yet to justify its cost.
FCA urges fintechs to design AI around customer needs
The regulator says firms risk poor customer outcomes unless AI tools are built around real needs, strong oversight and resilience.
saas.group acquires 3D AI Studio in 27th acquisition
The deal gives saas.group a foothold in AI-native creative tools, adding a browser-based 3D platform used by 1.9 million creators worldwide.
Entersekt boosts 3-D Secure to cut checkout failures
Interrupted authentication journeys are costing merchants sales, with Entersekt saying its latest changes lifted success rates by up to 9 percentage points.
Wireless Broadband Alliance sets out 6G & Wi-Fi roadmap
Indoor coverage and user experience are set to depend more on Wi-Fi as the alliance pushes for it to be built into 6G standards from the outset.
AI-driven search cuts UK traffic, Cloudways study says
UK businesses say AI-driven search is already hitting site visits, as downtime is also costing them an average of GBP £376,000 a year.
Job Moves
Smarsh names Alessandro Silva Chief Growth Officer
iCXperience names Iain Banks to drive enterprise growth
Aptitude Software appoints Kenneth Paqvalén as CFO
Emerge Digital names new executive team for growth
Sapiens names Paul Wheeler Chief Executive Officer
Paylink appoints new Senior Leaders as business evolves platform
Crescendo appoints Andy Lee as Chief Executive Officer
One.site appoints Mitchell Smith as Managing Director
Rithum appoints Kim Miller as Chief Marketing Officer
