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
Gamma pitches cloud voice to MSPs to boost retention
MSPs could protect margins by bundling cloud voice, as Gamma says it can also reduce churn and block rivals from key accounts.
Financial planning firms boost technology spending
The shift comes as 42% of firms use tech spend to cope with growth and regulation, up from 35% in the previous survey.
Tesco Mobile completes 65 upgrades across Greater Manchester
Customers in busy parts of Greater Manchester should see fewer dropped calls and faster data after 65 upgrades covering more than 14,000 postcodes.
UK firms boost cyber & AI spending, Barclays survey
Confidence in defence remains patchy as 68 per cent of UK business leaders plan higher cyber spending and 46 per cent fear new tools widen threats.
Optimizely & Deloitte Digital back AI marketing push
Many marketers are struggling to turn AI budgets into measurable growth, prompting a joint offer on workflow, design and operating model change.
Armalytix launches compliance bundles for home movers
Home movers could face fewer repeated requests as property firms seek to curb delays and duplication in anti-money laundering checks.
Analyst Insights
Research and market analysis connected to Customer Experience
8x8 sees surging AI demand as usage revenue jumps 70%
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
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
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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
Disabled shoppers face widespread barriers, study finds
Widespread access failures are driving disabled shoppers away, with 38% abandoning purchases and most avoiding brands after bad experiences.
Young adults hit hardest by mobile app barriers in UK
Mobile barriers are costing UK businesses customers, with 81% of 18- to 24-year-olds reporting problems on smartphones.
Osprey London boosts checkout with Ingrid delivery platform
The retailer shifted 90% of UK deliveries to cheaper services after adding carrier choice and more flexible checkout options for shoppers.
ComplyCube wins RegTech award for third year running
UK banks under pressure from record fraud are turning to identity checks that can curb losses without slowing customer onboarding.
DataDome launches waiting room to block bot traffic
The new system aims to stop automated agents from edging out genuine shoppers during peak ticketing and retail sales, amid UK regulatory scrutiny.
Northumbrian Water signs three-year Aiimi AI data deal
The utility will use bespoke AI tools to target pollution, compliance and maintenance as it enters AMP8 under growing scrutiny.
UK bank customers ready to quit over crime failures
Most UK bank customers would walk after anti-money laundering failures, as trust in account freezes and compliance delays now shapes provider choice.
Venn Accounts cuts overdue invoices 60% with Trove
The UK firm said automated payment chases have also improved cash collection as more smaller businesses outsource day-to-day finance work.
Ecommpay adds Recite Me toolbar to boost accessibility
Visitors with disabilities or language barriers can now use text-to-speech and translation tools on Ecommpay's site after its latest accessibility upgrade.
UK shoppers want tech to support store staff, survey says
Shoppers are backing connected-store spending only if it helps staff answer queries faster, with 59% finding tech frustrating without human support.
LeMieux expands Scurri partnership to boost deliveries
Better delivery visibility is helping the equestrian brand lift conversions and reduce checkout drop-off across 69 countries.
UK consumers want human checks in insurance AI use
Human oversight remains a red line for many policyholders, with only 30% of UK consumers happy for insurers to use AI on pricing decisions.
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.
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.
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.
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
