The Ultimate Guide to Customer Experience
A curated UK edition of IndustrialDay 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 trust AI marketing less, Optimizely finds
Trust is eroding as 62% of UK consumers say AI-made marketing content feels less credible, according to a new Optimizely survey.
Co-op Live adopts Oracle systems for venue operations
Joined-up software should speed reconciliation and stock control at the 23,500-capacity Manchester arena during peak event rushes.
Kura appoints Acumen Cyber for round-the-clock monitoring
The deal gives the customer experience outsourcer 24/7 threat detection and incident response as clients demand stronger proof of security controls.
UK firms see strong returns from AI adoption research
Most UK organisations using AI are seeing measurable gains, with productivity, cost savings and revenue growth among the clearest benefits.
GoCardless processes UK's first agentic charity payment
A regulated trial has shown how AI could streamline monthly giving while keeping donors in control of approval and spending limits.
MaxContact launches Auto QA amid FCA compliance gap
More than half of UK contact centre managers have found compliance breaches outside routine checks, heightening FCA scrutiny risks for firms.
Analyst Insights
Research and market analysis connected to Customer Experience
Targa Telematics wins Frost & Sullivan strategy award
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
Featured News
Expert Columns
The golden quarter loyalty opportunity: Why rewards matter more when consumers spend more carefully
EV charging flexibility and the drive for standards
Beyond badge-scans: why tech events should be designed for trust
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
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
Softswiss leaders tout personalisation, AI & cyber
AI and personalisation are reshaping Softswiss's product, engineering and security priorities as the group warns of higher cyber risk and tighter data demands.
Manhattan Associates launches tiered Editions for software
Growing retailers can now adopt Manhattan's supply chain software in stages, avoiding costly reimplementation as needs expand.
Europe lags in AI adoption as customer service gains
European customer service teams trail global AI uptake, but those already using it say it is helping them handle more enquiries with existing staff.
TBC Bank Uzbekistan expands Salom card with UZCARD
The move gives Uzbek customers another domestic payment option, with up to one million new cards set to offer ATTO transport discounts and cashback.
Midnite taps BR-DGE to expand payments infrastructure
The move should let customers use more payment options as the betting operator expands beyond the UK and Ireland.
Exabeam channel-first push lifts partner-led pipeline
Partner-led sales now account for Exabeam's highest-volume pipeline source, as new-logo business surged 138% above plan in the first half.
Datadog launches tools to monitor & test user journeys
The new tools aim to help teams spot when customers fail to complete checkout, sign-in or onboarding, despite healthy system metrics.
Qualtrics launches Healthcare XM with Press Ganey data
Healthcare systems will be able to use patient and workforce data to predict risks and trigger action as Qualtrics rolls out the product in 2027.
Slimstock & Thomax team up on supply chain software
The tie-up aims to cut fulfilment delays for retailers and logistics firms by linking inventory forecasts with warehouse and transport systems.
UiPath names 2026 partner awards winners across sectors
UiPath's partner network spans 30 countries and 250 use cases, signalling growing demand for automation projects across industries.
Retailers boost video & AI as visual commerce grows
Retailers are using AI to handle booming video, social commerce and user-generated content as operational strains mount across channels.
Al-Futtaim picks Juspay for 50-brand payments rollout
Customers across 50 brands in 12 markets will get a single checkout layer, as Al-Futtaim seeks fewer failed payments and easier reporting.
Manhattan launches tiered Editions for growing firms
Growing firms will be able to add supply chain functions without reimplementation, as Manhattan's tiered software model targets easier scaling.
FintechOS raises USD $28 million to fuel US expansion
Its US business is expanding rapidly, with recurring revenue up 40% and growth in the market hitting 130% in the first half.
Earnix says insurers will compete on decision-making
Insurers face growing pressure to connect pricing, underwriting and customer decisions as AI and shifting risks reshape the market.
Ayla launches Dealer Hub for connected device networks
Manufacturers can now monitor dealer-installed devices across sites, aiming to cut service delays and spot faults before customers complain.
Bir says digital banking now reaches 5 million users
Serving more than half of Azerbaijan's population, the group is using physical terminals and app services to ease customers towards digital payments.
Fashion shoppers wary of AI buying on their behalf
Most buyers want AI to compare prices and flag discounts, but only 7% would let it spend on fashion unapproved.
CMOs & CIOs split over AI decision-making at firms
Shared AI projects are stalling as marketers and technologists dispute control, with most CIOs claiming the final say on CMS and DXP choices.
Ecommpay shortlisted for UK PayTech award on AI push
Declined card payments can cost online merchants sales and repeat custom, making Ecommpay's AI-driven checkout tools a commercial focus.
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
