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
Khova launches platform for retail & hospitality sites
Retail and hospitality groups are being offered a single daily briefing to turn scattered site data into faster action on the shop floor.
Utilities & telecoms firms face widespread payment woes
Payment disruptions are worsening customer experience at utilities and telecoms firms, with 99% of respondents reporting some form of issue.
Ecommpay launches podcast on payment issues for merchants
Merchants will hear practical advice on approvals, AI and expansion as Ecommpay tries to simplify a crowded payments market.
Ode launches free AI voice service for poem recommendations
The free service could broaden access to poetry-based support, using AI to guide users to human-read poems matched to their mood.
How channel partners can turn migration into a growth engine
As legacy systems fade, UK channel partners are using managed migrations to protect revenue and win new recurring income.
Akeneo launches Agentic Ziggy for product data teams
Product data teams can now oversee AI agents in Akeneo's cloud, reducing manual catalogue work and tightening control over approvals.
Analyst Insights
Research and market analysis connected to Customer Experience
Netcore Unbxd named Gartner Leader for search discovery
Genesys names new partner chiefs to expand AI push
NiCE named launch partner for AWS European Sovereign Cloud
Constructor named Gartner leader in search & discovery
ScienceLogic upgrades Skylar AI & wins IDC Leader nod
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.
Expert Columns
How channel partners can turn migration into a growth engine
Why Every Chief Data Officer Needs a Modern Data Quality Strategy for AI
What does 'winning with Webex' mean for partners?
5 Tips to Align Your Data Strategy with AI
Ireland must move beyond digital accessibility towards inclusion
PCI DSS 4.0: When payment compliance becomes day-to-day retail reality
Why geocoding technology has become a cross-industry growth driver
Why CIOs should be prioritising stability as the foundation for transformation
When Agents act on bad data, the damage is automatic
Solving the retail generational buying gap one basket at a time
Interviews
Interviews and video coverage from the networkRecent Customer Experience News
UK shoppers wary of AI making purchases, survey finds
Trust remains the main hurdle as nearly two-thirds of UK adults say they are uneasy about AI making purchases for them.
UK shoppers back security checks but quit slow checkouts
Payment providers risk losing sales as four in ten UK shoppers abandon purchases when security checks delay or fail at checkout.
Rithum appoints Kim Miller as Chief Marketing Officer
The appointment comes as the commerce software group seeks to sharpen its market position and deepen customer engagement amid tougher competition.
Float launches card-linked instalments in UK market
Shoppers with spare card headroom can now spread bigger purchases over 12 months, as Float enters the UK with Visa and Mastercard support.
UK banks vow to improve access to basic bank accounts
FCA findings show vulnerable customers are still missing out on basic bank accounts, prompting nine banks to tighten offer and application processes.
UK marketers miss cultural moments, Optimizely finds
More than half of UK consumers are likelier to engage when brands react to live events, but internal bottlenecks are slowing marketers down.
MHP Consulting UK marks a decade in automotive work
The Reading consultancy is broadening beyond carmaking after 10 years in Britain, as manufacturers push digital overhaul across sales and factories.
Pension dashboards deadline nears as records pass 70m
Providers now face a test of service quality as pension dashboard use could trigger more member enquiries and expose data gaps.
LightSpeed Networks appoints Matthew Partridge as MD
LightSpeed is betting on tighter service accountability to win more enterprise and wholesale contracts across its East of England and Midlands network.
What does 'winning with Webex' mean for partners?
Partners are already seeing stronger pipeline conversion and margins as Webex turns existing bases into a simpler route to growth.
UK retailers say loyalty systems lack AI readiness
Most UK retailers still lack the loyalty infrastructure needed for agentic AI, as 72% say their systems are not fully ready.
Shufti named leader in age verification & estimation
Rising regulatory scrutiny is pushing more buyers towards layered checks, after Liminal named Shufti a leader in age verification and estimation.
Britons wary of AI making shopping decisions for them
Most Britons still want to control the final purchase, with 65% uncomfortable letting AI buy on their behalf, Dentsu found.
Floward uses AI agents to handle seasonal WhatsApp spikes
Seasonal surges on WhatsApp are now being absorbed by AI, helping the florist cut costs 15% and keep replies to one minute.
PCI DSS 4.0: When payment compliance becomes day-to-day retail reality
Retailers now face daily trading risk as PCI DSS 4.0 turns payment compliance into a continuous operational requirement, not an annual audit.
The Candy Garage doubles sales after logistics shift
Outsourced fulfilment has freed the Lincoln confectionery firm to scale up, with daily collections replacing weekly dispatches and turnover climbing.
Atom Bank cuts commercial loan times with automation
Borrowers and brokers could see faster decisions as the lender says automated workflows have cut handling times by up to 30%.
UK Finance backs bank app digital ID verification pilot
Customers could soon verify their age, address and identity through banking apps, as lenders test a voluntary check-sharing service to curb fraud.
3PL appoints Ryan Walker as Head of Customer Experience
The new role signals 3PL's push to improve service and align staff, systems and technology as competition in fulfilment intensifies.
ArvatoConnect appoints new leaders as AI reshapes service
UK regulated firms are rethinking customer service as AI cuts routine work and pushes more complex queries back to human teams.
Job Moves
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
Sapiens names new delivery & customer success chiefs
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
