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
Fintech opened more doors for women, now we must keep them open
Women gained senior roles as fintech grew, but fair hiring and inclusive cultures are needed to stop the sector sliding backwards.
Brickflow & Together launch instant broker loan tool
Brokers using Brickflow can now secure decisions in seconds on selected Together loans, cutting delays at the start of commercial finance cases.
UK shoppers embrace AI, but trust remains a hurdle
Trust gaps are slowing AI shopping adoption, with only 41% of UK users willing to let tools complete a full purchase journey.
IKEA teams with Urban Jungle for UK home insurance
Retailer moves into regulated services as the tie-up offers UK shoppers home cover from GBP £60 a year with no cancellation fee.
Why trust should be the number one priority for AI customer experience
Fewer than half of people globally trust AI, putting customer adoption and revenue at risk unless firms explain how systems make decisions.
Data Energy adopts recurring Pay by Bank for billing
The switch should cut missed payments and manual billing work for heat network customers, while reducing service interruptions from failed top-ups.
Analyst Insights
Research and market analysis connected to Customer Experience
8x8 revenue hits record as AI adoption more than doubles
Algolia adds guardrails for fashion AI shopping tools
Cognizant deepens Anthropic tie-up as Claude rollout grows
DevRev launches Voice AI for customer support calls
SAS urges human oversight in agentic AI deployments
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.
Expert Columns
Translation over technology: The channel's most undervalued skill
Fintech opened more doors for women, now we must keep them open
What Role Does Data Quality Play in Data Governance?
Why trust should be the number one priority for AI customer experience
The Hidden Cost of Identity Friction in Retail
Why does the channel need to turn partner feedback into strategy?
Global payments got faster. The last mile didn't
Why Southeast Asia is becoming a global fintech growth hub
No more pilots: Why enterprise AI strategies need an operating model
Fraud prevention for hospitality leaders: Tackling hotel booking fraud
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
AI adoption boosts UK accountants' profits, Xero says
Firms embedding AI in daily workflows are saving hours each week and posting more than double the profit margins of rivals, Xero says.
UK consumers say 75% of marketing feels irrelevant
Irrelevant messages are pushing UK shoppers to tune out, with 35% more likely to unsubscribe after poor or repetitive marketing.
B&M completes checkout system rollout across 790 stores
The upgrade should cut faults and speed up checkouts for shoppers and staff across one of the UK's largest discount store networks.
DBL Capital buys into Home Space Direct with funding
Working capital from a six-figure debt package will support the Stockport retailer's ownership change and online expansion.
Sapiens names Paul Wheeler Chief Executive Officer
The insurance software group is pushing ahead with its AI reshaping as Paul Wheeler takes over as Chief Executive Officer from Mike Ettling.
Shoppers say stores lag AI-speed expectations in survey
Younger shoppers are driving concern that physical stores cannot match the real-time service and stock management now expected online.
THG Ingenuity puts AI Stylist on Google Cloud Marketplace
Virtual try-on could help fashion retailers lift conversions and cut returns, after Myprotein users were nearly six times more likely to buy.
AI lifts UK shopping expectations but delivery lags
Only 7% of shoppers said fast delivery promises are consistently met, even as AI is widening the pool of brands UK consumers will consider.
No more pilots: Why enterprise AI strategies need an operating model
Many firms are stuck in pilot purgatory as governance and workflow redesign lag behind AI ambition, limiting scale and value.
Chargeback costs push more merchants to raise prices
More merchants are passing chargeback losses on to shoppers as dispute costs now exceed four times the value of transactions, a study found.
Paylink appoints new Senior Leaders as business evolves platform
The Grantham-based affordability technology provider is expanding beyond its Embark platform as it targets more clients and stronger customer support.
Wipro expands Databricks tie-up with new AI practice
The move aims to help enterprises turn scattered AI pilots into production systems, with sector-specific tools for banking, telecoms and manufacturing.
UK shoppers face more stock shortages, survey finds
Supply chain disruption tied to Middle East tensions is leaving 54% of UK shoppers facing poorer shelf availability, a survey found.
UK retailers face higher EU eCommerce costs from customs
Returns and customs handling are squeezing margins for UK sellers into the EU, with extra border crossings now adding more than the new €3 fee.
UK firms embed AI in workflows but keep human control
Most UK enterprises now see AI boosting productivity, but 78% are keeping human approval points and guardrails in place.
Ecommpay playbook targets failed subscription payments
Failed recurring charges are costing subscription firms an average 9% of revenue, prompting a push to recover payments before customers quit.
UK marketers say industry is stuck in survival mode
Most teams are battling short-term demands and rising admin, as a survey found 74% of UK marketers say the sector is in survival mode.
British Triathlon launches digital overhaul with Netcompany
The overhaul aims to give members simpler digital access, more relevant communications and better self-service across Great Britain’s triathlon bodies.
HM Treasury warns of retail resilience confidence gap
Payment outages and cyber shocks could hit shops and restaurants hard, as 81% of leaders still think resilience spending is enough.
AliExpress boosts air conditioner stock as heatwave bites
Heat-driven demand has lifted cooling appliance sales 382% year on year, as rival sites report stock shortages and buyers seek fast delivery.
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
