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
Smarsh names Alessandro Silva Chief Growth Officer
The new post is meant to unify Smarsh's sales and customer teams as the software group pushes further into regulated markets overseas.
iCXperience names Iain Banks to drive enterprise growth
The hire comes as Isher Capital's outsourcing portfolio lifts UK revenue to £88.3 million a year and targets larger enterprise contracts.
B&M uses digital twin to plan store refits in Wigan
The model is set to inform refurbishments across more than 790 UK and French stores, cutting site visits and helping B&M test layouts before work starts.
UK shoppers say retailers have blind spots in stores
Customer frustration is rising as 55% of shoppers say shops lack full visibility across their premises, risking abandoned sales and lost loyalty.
Heathrow extends Adobe deal to boost AI travel search
The airport wants passengers to find accurate travel information more easily as AI search starts to replace traditional website visits.
Keyloop & Autotrader expand vehicle advert data tie-up
Dealers could cut manual admin and stale listings, as the integration aims to speed up advert updates and improve pricing accuracy.
Analyst Insights
Research and market analysis connected to Customer Experience
Kore.ai launches Autoloop to optimise enterprise AI agents
MSPs expect AI revenue to surge as services mature
FICO named leader in IDC decision intelligence study
Abbyy names Paula Sanders Chief Customer Experience Officer
Targa Telematics wins Frost & Sullivan strategy award
Featured News
Expert Columns
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
Why Email and Phone Append Matter for Prescreen Campaigns
Fighting fraud at scale: Why entitlement servers are becoming central to telecoms security
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
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.
Luware launches NimbusOne after Microsoft certification
Certified by Microsoft, the new client lets contact centre agents stay in Teams or work in CRM tools, reducing switching and support burdens.
Juspay revenue rises 30% to USD $75 million in FY26
Core India operations stayed profitable as the payments firm expanded overseas and pushed into AI, even after a USD $10 million net loss.
Ecommpay urges merchants to use AI for lost revenue
Failed payments are costing online merchants sales, as Ecommpay says AI can also pinpoint lost revenue and lift conversion rates.
Insurers race towards autonomous AI, Sapiens survey finds
Two thirds of senior insurance professionals expect AI to become fully autonomous within three years, despite patchy adoption and governance gaps.
Vection signs five-year reciprocal reseller deal with Xerox
Western Europe customers could gain broader access to AI, workflow and XR tools after Vection and Xerox struck a non-exclusive five-year deal.
CMOs & CIOs split over AI platform decision ownership
The survey shows many firms lack a clear owner for AI governance, leaving marketing and IT split over risk, data quality and brand oversight.
EMEA fraud attempts rise as AI scams grow more complex
More than a third of financial firms in Europe, the Middle East and Africa reported fraud attempts rising by over 25% in two years.
Gainsight links Salesforce Agentforce & Slack to data
Sales and customer success teams can now see renewal risks and expansion signals in Slack and Salesforce without switching systems.
CMOs and CIOs clash over who should own AI decisions
Governance gaps may slow AI deployment as marketing and IT disagree over who controls shared content and platform decisions.
UK consumers trust AI less with payments than health
The finding highlights a trust gap that could slow AI adoption in payments, with only 22% of UK consumers willing to use it there.
Jabra launches retail headset & cloud management platform
Retailers can now centralise headset fleets across stores as Jabra's new platform aims to cut IT support demands and speed frontline communications.
Europeans back slower bank checks to cut fraud risk
Most consumers surveyed across six European markets would accept longer bank checks if that meant a lower chance of fraud, Fourthline found.
Retail AI leaks sensitive data to unauthorised users
Nearly one in 10 AI security alerts in retail involved systems exposing protected customer data to users without access, research found.
SEB Baltic taps Entersekt for payment authentication
The deal gives the Baltic bank a risk-based way to cut card fraud while reducing friction for online shoppers across the region.
Journey Alerts launches Paris rail WhatsApp updates
More than 1.2 million daily commuters on two Paris lines can now get disruption alerts on WhatsApp, as SNCF Transilien tests new passenger messaging.
Ecommpay adds payment links for UK small businesses
The no-code tool could speed up cash flow for tradespeople and sole traders who usually invoice after a job, with funds often arriving within one business day.
Granicus adds AI analytics to Government Experience Cloud
Agencies using Government Experience Cloud can now spot where residents abandon online services and prioritise fixes using AI-led benchmarks.
Ecommpay launches partial approval for card payments
Merchants can now recover some revenue from underfunded cards, with Ecommpay's new option letting issuers approve a smaller payment instead of declining it.
Finastra launches AI repair tool for payment banks
Banks handling failed payments could cut repair times as Finastra adds scheme-aware AI guidance to its OperatorAssist platform.
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
