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
UK consumers screen calls amid contact centre trust gap
Many legitimate calls are being ignored as scam fears and opaque AI use erode trust in contact centres across the UK.
UK shoppers step in as retail crime rises in stores
Retailers face mounting costs and pressure as more than half of UK shoppers say they have seen crime or abuse rise in stores.
Payment outages fuel abuse of shop staff, study says
Customer patience can snap within minutes of card failures, leaving shop and hospitality staff to absorb abuse during outages.
BT Business & Accenture to deploy AI across services
UK business and public-sector customers could see faster fault resolution as BT Business begins an AI overhaul of managed services with Accenture.
UK chief executives boost M&A as AI drives dealmaking rise
EY-Parthenon says dealmaking is shifting towards AI and technology as 87% of UK chief executives expect their M&A appetite to rise.
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When 'good enough' cloud communications quietly becomes a risk
British firms could face costly disruption if they delay modernising communications before the PSTN switch-off on 31 January 2027.
Analyst Insights
Research and market analysis connected to Customer Experience
Infobip named Gartner CPaaS leader in 2026 ranking
Responsive links ChatGPT & Copilot to approved content
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
Featured News
Dell Technologies makes all the hardware cool again
Renewed AI spending is boosting demand for Dell's secure, certified infrastructure as companies chase faster deployment and lower cloud costs.
Exclusive: Rover's Phil Katz on trust signals in pet care
Rover says data, trust systems and AI tools are reshaping pet care marketplaces as owners seek more personalised services.
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
Data matching explained: The key to clean, connected data
From AI Adoption to AI Advantage
When 'good enough' cloud communications quietly becomes a risk
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
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
Ann Summers overhauls data layer in PMC turnaround
The retailer says its three-month overhaul will cut integration costs and help it scale marketplaces and AI plans as legacy systems weigh on growth.
UK shoppers wary of AI product images, survey finds
Trust in online retail is at risk, with 72% of UK shoppers worried AI-generated product recommendations could mislead them.
Telecom chiefs say AI scaling hampered by skills gaps
Skills shortages and fragmented rollouts are leaving telecom operators unable to scale AI, with most executives warning of higher costs and margin pressure.
NatWest teams with Endava to modernise Tyl payments
The overhaul aims to help small businesses get faster product updates and more joined-up payment tools as banks face tougher fintech competition.
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.
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.
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
