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
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.
Analyst Insights
Research and market analysis connected to Customer Experience
GBG launches Reach to verify AI agents' address data
Certinia study finds integration key to AI success
Everpure named Gartner leader for enterprise storage
Litera adds AI search & growth tools for law firms
Daon wins Frost & Sullivan recognition for biometric model
Expert Columns
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
Why the physical dealership Is the next frontier of digital transformation
Why AI fails without a strong data foundation and how to get it right
The invisible trust layer: Why payments are becoming a systems problem
Why You Need Phone Validation in Your Customer Data Toolkit
The new architecture of money: Stablecoins, AI and Europe's payments future
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
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.
UK marketers lose quarter of week to admin, Optimizely finds
Poor workflows are leaving UK marketing teams short of time, with 45% spending at least a quarter of the week on admin.
Keyloop says AI can boost EV sales as UK reviews targets
Electric car buyers are asking AI far more questions than sales staff, underscoring a confidence gap as ministers rethink EV mandates.
UK manufacturers see AI as key to customer loyalty
Cybersecurity fears remain a key hurdle as most UK manufacturers race to use AI to improve service, fulfilment and retention.
RedSquid & Bango target TV subscriptions for operators
Households could soon manage entertainment, gaming and fitness subscriptions on one TV bill as operators seek fresh revenue beyond connectivity.
Eskimo adds stablecoin payments for eSIM travellers
Travellers buying mobile data abroad can now check out with stablecoins, as Eskimo widens payment choices for its eSIM plans.
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Iceland cuts retail losses 80% with AI theft system
The frozen food chain says fewer false alarms and faster staff alerts are helping protect customers, after theft losses fell 80% in pilot stores.
Ampito partners with Highlight on service observability
More than 5,000 customer connections will gain a single service view as Ampito replaces multiple monitoring tools with Highlight across its teams.
UK shoppers demand personalised rewards in loyalty schemes
Retailers face pressure to make rewards more relevant, after a survey found 79% of UK shoppers want personalised loyalty offers and many feel no different.
AnywhereNow's Tendfor wins Microsoft Teams certification
Customers using Microsoft Teams may find contact centre integration simpler after Tendfor was certified under Microsoft's Unify Integration Model.
Netcall adds AI tools to speed process to app delivery
Businesses could cut weeks from app projects as Netcall's new AI tools automate process mapping, search and specification drafting.
Ecommpay warns failed subscriptions can cost SMEs 9%
Failed card charges are putting subscription revenue at risk, with Ecommpay saying SMEs can lose 9% as customers cancel over payment friction.
Why the physical dealership Is the next frontier of digital transformation
Dealerships risk stale pricing and wasted staff hours unless digital systems reach the forecourt, where paper labels still lag behind live data.
AutoTalker launches digital vehicle pricing for dealers
Dealers could cut pricing errors and save staff time as live vehicle data replaces paper cards across showrooms and forecourts.
Napier AI & Delta Capita join forces on compliance
The tie-up could cut onboarding delays and duplicate checks for banks by linking customer due diligence with AML monitoring in one workflow.
Dell study finds UK SME AI front-runners save more time
A small group of UK SMEs are reporting far bigger productivity gains from AI, with front-runners saving more than 280 hours a year per employee.
UK firms face GBP £525m revenue risk from old content
Outdated web pages and poor product data could erode customer trust and leave large UK businesses exposed to GBP £525 million in lost revenue.
Currys rolls out NiCE software to unify customer service
The overhaul is lifting satisfaction and cutting complaints as Currys handles nearly 6 million support contacts a year across its retail network.
Job Moves
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
Sapiens names new delivery & customer success chiefs
