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 shoppers prefer reliable retail tech over flashy AI
UK retailers could miss the mark on digital spending, with shoppers valuing reliable basics such as pricing and returns over flashier AI tools.
Brita Professional names 20 cafes to innovation shortlist
Mounting costs are pushing independent cafés to diversify, as BRITA Professional's shortlist spotlights community-focused operators across England and Wales.
Granicus launches CMS for UK councils to aid residents
Councils under pressure to simplify online services may gain a single digital front door as Granicus ties content, transactions and engagement together.
Dojo study says Bounce cuts payment times by 30 seconds
Bounce says the switch is freeing staff for guest service after Dojo's POS setup shaved more than 30 seconds off each transaction.
TCS opens AI creative engineering studio in London
Clients will be able to co-design AI customer experiences in London as TCS expands its UK presence and targets 5,000 regional hires.
Diamond Logistics adds AI dashboards to Despatchlab
Logistics customers will be able to query stock and delivery data in plain English as Diamond tests a new AI agent for Despatchlab.
Analyst Insights
Research and market analysis connected to Customer Experience
TCS opens AI creative engineering studio in London
Genesys unveils AI tools to orchestrate customer journeys
Claroty named leader & customer favourite by Forrester
GBG launches Reach to verify AI agents' address data
Certinia study finds integration key to AI success
Expert Columns
Why Email and Phone Append Matter for Prescreen Campaigns
Fighting fraud at scale: Why entitlement servers are becoming central to telecoms security
When IT fails in manufacturing, the whole supply chain pays
The importance of data enrichment in financial services
The AI metric that matters isn't token cost
Intelligent flexible Payments: A new approach to reducing preventable debt
Why banks should bet on digital identity, not super apps
4 practical tips for maintaining data quality
6 Pillars of data quality and strategies for improving your data
For sensitive health categories, eCommerce can remove more than just the checkout queue
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Armstrong Bell marks 25 years with AI & cybersecurity
Growth now rests on managed IT and cyber defence as the Bromsgrove firm serves more than 400 organisations and builds AI voice agents.
Cake Agency marks tenth year after Shopify recognition
The Birmingham eCommerce firm is eyeing overseas growth after two record years and a Shopify Premier Partner nod boosted its profile.
Emerge Digital names new executive team for growth
Turnover jumped 40% to GBP £4.5 million as the Gloucestershire provider expanded headcount and supported users over the past year.
UK shoppers distrust AI recommendations, ThoughtSpot finds
Privacy worries are undermining retailers' AI push, with only one in 10 UK shoppers saying they trust product recommendations, a survey found.
Two-thirds of UK consumers want online venue tours
Richer online venue images are now shaping bookings, with 66 per cent of UK adults saying they check digital tours before spending money.
American Airlines tops US baggage mishandling rankings
More than one million bags were mishandled across major US airlines in the first half of 2026, though the overall rate improved year on year.
UK shoppers cap AI spending at GBP £150 per purchase
Most UK consumers will let AI shop around, but few trust it to pay without approval, with the average limit set at GBP £149.12.
WealthAi launches AI platform for smaller advisers
Smaller advice firms could cut routine client administration by as much as 60% after adopting the new platform, which sits on existing systems.
Ecommpay launches static QR code payments for tips
A static QR code lets merchants and charities take cashless tips, donations and other variable payments without card hardware or coding.
Graham and Green launches Shopify website overhaul
The overhaul aims to make browsing easier for shoppers as the family-run interiors retailer seeks to boost online sales and store visits.
CloudClevr buys Flow AI to expand digital services
The deal adds about GBP £8 million in revenue and 90 staff, giving customers wider access to automation, data and AI services.
GBG launches Reach to verify AI agents' address data
As enterprises move AI agents into live operations, poor address data is becoming a compliance and fulfilment risk for automated workflows.
Wildfire to lead Serve First UK communications drive
The appointment gives Serve First a sharper UK profile as it seeks to stand out in a crowded AI and customer experience software market.
Broadband becomes key factor for Britons choosing homes
Poor broadband can now put buyers off a home altogether, with 23% saying slow service would make them walk away.
Britons factor broadband into home moves, survey finds
Slow broadband could now rule out a property for nearly a quarter of home movers, as internet access becomes a key deciding factor.
Crescendo launches AI-native customer experience platform
Businesses may cut CX stack costs by more than 60% as Crescendo bundles AI agents, ticketing and workforce tools into one platform.
Speedy Services launches AI academy with Multiverse
The 13-month scheme aims to cut revenue leakage by 50% by automating admin and freeing depot staff for customer advice.
HM Land Registry picks Route 101 for cloud contact centre
Around 660 staff across five sites will move to a single UK-hosted platform as HM Land Registry seeks faster, more secure support.
Starling launches AI assistant for small business customers
Small firms using the app can now automate tax set-asides and invoice checks as banks race to curb fraud and cut admin.
Navex expands Nira AI assistant into customer support
Customers can now get faster help in more than 50 languages as NAVEX brings its Nira assistant into support and case creation.
Job Moves
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
LightSpeed Networks appoints Matthew Partridge as MD
3PL appoints Ryan Walker as Head of Customer Experience
ArvatoConnect appoints new leaders as AI reshapes service
