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
FCA urges fintechs to design AI around customer needs
The regulator says firms risk poor customer outcomes unless AI tools are built around real needs, strong oversight and resilience.
Wireless Broadband Alliance sets out 6G & Wi-Fi roadmap
Indoor coverage and user experience are set to depend more on Wi-Fi as the alliance pushes for it to be built into 6G standards from the outset.
AI-driven search cuts UK traffic, Cloudways study says
UK businesses say AI-driven search is already hitting site visits, as downtime is also costing them an average of GBP £376,000 a year.
Sprinklr launches marketing AI agents beta for teams
Large marketing teams could speed up campaign creation as Sprinklr's new beta links idea generation, compliance checks and execution in one workflow.
Basware uses AI to lift services margins without hiring
The software group says AI has freed staff for customer work and could let its services team double revenue without extra hires.
Sherwen warns AI readiness needs customer adoption
Consumer trust could decide whether AI projects pay off, as Sherwen Studios says technical readiness alone does not guarantee adoption.
Analyst Insights
Research and market analysis connected to Customer Experience
Cloudinary named Gartner Leader in digital asset management
Meltwater tops Gartner's first PR & media tools ranking
NiCE named Gartner CCaaS leader as AI revenue jumps
Kore.ai launches Autoloop to optimise enterprise AI agents
MSPs expect AI revenue to surge as services mature
Featured News
Expert Columns
Why revenue leaders need a connected commerce chain
The future of iGaming belongs to operators that can scale trust, not transactions
Rethinking what happens at card expiry
7 Steps to Implement Digital Identity Verification Successfully
AI in Retail is Only as Good as its Data Foundation
How to maximise AI performance during the golden quarter
The next eCommerce interface may not be a screen
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
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
UK firms overstate AI maturity, Avanade research finds
Most UK organisations are claiming AI progress ahead of the reality, with 61% saying the technology has yet to justify its cost.
saas.group acquires 3D AI Studio in 27th acquisition
The deal gives saas.group a foothold in AI-native creative tools, adding a browser-based 3D platform used by 1.9 million creators worldwide.
Entersekt boosts 3-D Secure to cut checkout failures
Interrupted authentication journeys are costing merchants sales, with Entersekt saying its latest changes lifted success rates by up to 9 percentage points.
Oracle launches Claw-powered Fusion apps for CX teams
Oracle has added governed AI tools to Fusion Cloud Applications, aiming to help sales and service teams execute more complex tasks with less manual effort.
Brandtech launches data & AI unit across three firms
The new umbrella will unite more than 500 specialists in 22 countries, as brands seek to make fragmented data usable for artificial intelligence.
Villeroy & Boch deploys Talkdesk to streamline service
The rollout should cut waiting times and transfers by routing enquiries to the right agent faster across Villeroy & Boch's global service teams.
Accenture buys Sagacity to boost customer intelligence
The deal adds more than 140 specialists as Accenture tries to turn customer data and AI tools into measurable gains in retention and revenue.
AI product discovery could raise UK retail return rates
Survey results show 45% of shoppers think AI-led discovery could make them more likely to return products, as expectations outstrip reality.
UK consumers more frustrated by AI customer service
Six in 10 UK respondents said AI customer service was frustrating, with handovers to human staff proving a particular weak point.
Accenture buys Sagacity to boost customer intelligence
The deal adds more than 140 specialists as consulting groups race to turn customer data and AI into growth, retention and service gains.
Agoda & Adyen mark decade-long payments partnership
The tie-up has helped the travel platform improve checkout reliability and authorisation rates as its bookings expanded across more markets and currencies.
AI tool sprawl leaves US executives facing orchestration gap
Three in five large US firms say AI tool sprawl has stalled strategy, as 85% of executives report disconnected technology stacks.
Sprinklr brings customer feedback AI tools to Gemini
Gemini Enterprise users can analyse surveys, reviews and social posts without leaving their existing workflows, as Sprinklr expands access to its feedback tools.
Barclaycard Payments adds Visa checkout for UK merchants
UK merchants will gain a single integration for cards, wallets and Click to Pay as Barclaycard Payments folds Visa's Unified Checkout into Smartpay Fuse.
Serve First expands into US with new Managing Director
A £9.5 million funding boost has underpinned the Georgia office, as the UK customer experience technology group targets more US multi-site operators.
Zoom adds unified customer context across CX tools
Businesses using Zoom's CX tools will be able to see a single customer history across channels, cutting repeat explanations and speeding resolutions.
WARC survey says strategists see reasons for optimism
Agency strategists are feeling more upbeat, even as AI, consolidation and tougher growth conditions raise pressure to prove their commercial worth.
UK retailers miss key loyalty drivers, study finds
Shoppers are more likely to stay loyal when orders arrive quickly and returns are easy, but many retailers are backing less valued initiatives instead.
FourNet acquires SVL Business Solutions in fifth deal
The enlarged group will serve more than 450 customers and bolster its push into financial services and AI-led customer experience projects.
Singapore Airlines unveils new amenity kits & sleeper suits
Passengers on flights over six hours will get branded sleepwear and refreshed kits as the carrier sharpens cabin differentiation ahead of 2026.
Job Moves
Smarsh names Alessandro Silva Chief Growth Officer
iCXperience names Iain Banks to drive enterprise growth
Aptitude Software appoints Kenneth Paqvalén as CFO
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
