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
Retailers prioritise cost control over staff experience
Higher labour costs are pushing retailers to cut hiring and raise prices as employee experience slips down the agenda, WorkJam says.
Most UK firms still at early stage of AI deployment
Only 16% of UK firms have fully deployed AI-powered digital workers, as cost, integration and compliance concerns slow wider rollout.
Gen Z serial returners rise as retailers tighten rules
Retailers are losing their grip on returns as more young shoppers shrug off fees and suspensions, a survey shows.
New Forest council picks Totalmobile for housing repairs
Tenants could see quicker updates and fewer delays as the council overhauls repair tracking and asset data across its housing stock.
Control, agility, long-term value: The 4 non-negotiables for cloud communications
Vendor lock-in can turn cloud voice upgrades into costly transformation programmes, raising service risk and limiting control over future changes.
From data overload to profit: Making insights actionable
Poor-quality customer records are skewing AI and costing retailers money, despite many firms still not trusting the data behind decisions.
Analyst Insights
Research and market analysis connected to Customer Experience
Infobip study finds CX investment gap in global brands
Sapiens named in Everest Group's top 50 insurance lists
Cognizant launches Secure AI Services for enterprises
Digitate named a Leader in IDC's AIOps 2026 review
Temenos named Forrester leader in digital banking tech
Featured News
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Trust in enterprise AI is being undermined as Denodo research finds most firms still lack live, context-aware data for production use.
Exclusive: Google sees success with niche AI playbooks
Enterprises are under pressure to prove AI returns as Google pushes reusable, sector-specific playbooks into production across 19 industries.
Google sees retail success with agentic commerce push
Retailers are using Google’s new AI suite to speed up shopping and support, with Bunnings already live and UCP adoption starting to grow.
Exclusive: How Adobe showcases its innovation engine
Ideas from across Adobe are vetted live at Summit, and some have gone on to become products after further testing and hardening.
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Banks risk wasting AI spending unless they first map how work really flows, as Celonis says process intelligence is becoming phase zero.
Exclusive: G+D's Sofiane Chouane on the future of European fintech
European fintech is maturing as G+D's Sofiane Chouane charts a future shaped by stricter regulation, AI, and bank-startup partnerships.
Confluent says data streaming will enable faster, better decisions
Confluent says organisations must shift to governed data streaming, with AI agents making millisecond decisions at scale.
Elastic says AI search & context now decide customer loyalty
Elastic argues that in an AI-obsessed market, robust search across messy data is the real foundation of trustworthy, profitable experiences.
Grafana: Turning data chaos into developer efficiency and CFO savings
Grafana leans on AI-powered observability and Adaptive Telemetry to sharpen developer insight while slashing cloud bills by up to 50%.
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Smart Communications pursues trusted AI for customers
Smart Communications helps organisations in regulated industries face down communication challenges every day.
Expert Columns
Control, agility, long-term value: The 4 non-negotiables for cloud communications
From data overload to profit: Making insights actionable
Data enrichment: Turning raw data into real intelligence
CX is an outcome of the network beneath it
The 70% problem: Why checkout is still where eCommerce goes to die
The UK's subscription economy crackdown and what this means for tech businesses
Turning practical AI use cases into measurable impact
How accurate address data powers identity verification
Turning security into a story: How managed service providers use reporting to drive retention and revenue
When identity becomes the payment rail
Interviews
Interviews and video coverage from the network
Exclusive: Denodo's Dominic Sartorio on perfect data vs the right data
Exclusive: Google sees success with niche AI playbooks
Google sees retail success with agentic commerce push
Exclusive: How Adobe showcases its innovation engine
Exclusive: Celonis global banking head says AI rollout hinges on process intelligence
Recent Customer Experience News
SnapLogic names Molly Matthews as President in AI push
AI-related revenue now accounts for more than a fifth of new and expansion sales, prompting a leadership shake-up aimed at faster growth.
UK shoppers prefer humans to AI for complex retail issues
Trust still trumps speed for refunds and complaints, with 90% of UK shoppers preferring human help on complex retail issues.
Apex wins Marketing Team of the Year at Network Group
Apex's in-house marketing revamp wins Network Group 2026 Gala award, with the Manchester IT services provider also shortlisted in two other categories.
Credas says digital identity pass rates rise to 89.3%
Credas says digital identity checks are more decisive, with manual referrals falling to 3%-4% a year as identity fraud stays a concern.
Q-commerce pushes UK shoppers to demand price parity
Supermarkets face mounting pressure to match online deals, as 78% of UK shoppers now expect in-store prices to mirror digital offers.
Beer52 extends Europa warehousing deal as Coffee52 launches
The subscription drinks group is broadening into coffee while relying on Europa Warehouse to handle sharp demand spikes across its clubs.
World Password Day warnings urge shift to passkeys
Businesses are being urged to replace password-only logins as stolen credentials still feature in 22% of confirmed breaches.
CX is an outcome of the network beneath it
Customer experience fails when networks falter, with outages, latency and weak security now directly affecting trust and churn.
UK consumers use AI widely but trust lags, EY finds
Concern is growing over who controls AI decisions, even as 74% of UK consumers have used the technology in the past six months.
FICO urges UK lenders to use AI in collections for payments
Rising missed card payments are straining UK collections teams, as FICO says AI could help lenders manage cases more efficiently and fairly.
Keen AI & SP Energy launch grid tool for developers
Developers could cut weeks of waiting for early grid advice as rising connection demand strains Britain’s transmission network.
O2 Business rebrand targets UK firms' tech complexity
UK business leaders say tangled tech is raising costs and slowing growth, as O2 Business launches with a simpler offer for customers.
The UK's subscription economy crackdown and what this means for tech businesses
Tech firms face refund-system upgrades and tighter cancellation rules as the UK delays its new subscription regime until Spring 2027.
Udora raises GBP £7.5m to expand UK gifting platform
Britain is set for more local gift options as the rebranded marketplace uses fresh funding to widen its catalogue and reach smaller towns.
Edinburgh study calls for youth-friendly banking redesign
Researchers found young Scots want simpler digital banking, stronger scam protection and advice that fits milestones such as jobs and rent.
BT urges analogue landline users to switch to digital
Thousands of households could lose familiar phone service if they ignore BT’s notices before the UK’s analogue landline switch-off in 2027.
Shoppers want AI to tailor delivery fees at checkout
Retailers may need to rethink checkout pricing, after 75% of shoppers said they want AI to adjust delivery fees in real time.
Turning practical AI use cases into measurable impact
Contact centres are using AI to cut admin, explain demand spikes and help agents, with savings and faster resolutions already visible.
Sage acquires Doyen AI to speed finance software migration
The deal could cut finance-system migration from weeks to days for small businesses, reducing delays, errors and implementation costs.
hivr.ai & Radisson roll out group booking automation
Hotel teams could cut hours of admin as Radisson starts using hivr.ai’s software to automate rooming lists across Europe.
Job Moves
SnapLogic names Molly Matthews as President in AI push
HSS ProService appoints Sam Davies as Supply Chain Director
Webtrends Optimize appoints Samantha Bessant as Customer Success Director
Dig appoints Ideal World Co-founder Paul Wright to board
Tenzo appoints Jane O'Riordan as Chair of the Board
Alteryx appoints Julie Irish as Chief Information Officer
Advania names new UK CFO & CMO following expansion
Paxon appoints Anthony Heath as Business Development Manager
InDebted appoints Rob Young as UK Managing Director
