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
How to maximise AI performance during the golden quarter
Retailers risk weaker personalisation and wasted spend this peak season unless customer data is cleaned up before AI systems are switched on.
FICO named leader in IDC decision intelligence study
The recognition underscores growing demand for systems that turn scattered data into faster, governable decisions across large enterprises.
Aptitude Software appoints Kenneth Paqvalén as CFO
The hire adds a finance veteran to help Aptitude scale Fynapse and support its push into real-time finance software for customers.
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.
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.
Analyst Insights
Research and market analysis connected to Customer Experience
FICO named leader in IDC decision intelligence study
Abbyy names Paula Sanders Chief Customer Experience Officer
Targa Telematics wins Frost & Sullivan strategy award
TCS opens AI creative engineering studio in London
Genesys unveils AI tools to orchestrate customer journeys
Featured News
Expert Columns
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
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
Interviews
Interviews and video coverage from the network
Recent Customer Experience News
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.
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.
TNS launches bring-your-own-app feature for terminals
Unattended operators can now tailor customer screens without shouldering PCI compliance and payment certification on TNS terminals.
Mambu & Mastercard team up on cross-border payments
Banks could add faster, more transparent overseas transfers to digital apps without costly from-scratch integrations under the tie-up.
Terrabank partners TerraPay & Mozrt on global payments
Customers will gain faster, lower-cost cross-border transfers as Terrabank taps TerraPay's network of bank accounts and digital wallets.
Singapore Airlines refreshes in-flight dining across cabins
Passengers in premium cabins will get new tableware, wines and service touches as the carrier expands its menu overhaul across all classes.
Braze launches AI tools & deepens AWS collaboration
Marketers will gain more automated personalisation and compliance checks as the software maker deepens its ties with AWS.
Lumera warns legacy systems hold back group protection
Fragmented administration platforms are making it harder for UK group protection insurers to cut manual work and connect with employers.
UK health shoppers distrust aggressive digital upselling
Aggressive online upselling is putting off UK health shoppers, with 79.3% of digitally active users aged 18 to 44 growing more sceptical.
Matillion wins leads boost at Snowflake Summit 2026
The campaign drew about one in three attendees, underlining how live events can turn crowded tech showcases into sales leads.
Ecommpay guide urges SMEs to test Black Friday checkout
Tighter margins and lower shopper participation mean checkout failures could cost SMEs sales this Black Friday, according to Ecommpay.
NatWest tests AI spending insights & fraud support
Customers will be able to query spending patterns in natural language as the bank expands in-house AI after launching fraud triage support.
Salesforce expands Live Nation support & Missionforce
Fans will get round-the-clock venue help as the software firm deepens its public sector AI push, with defence revenue up 80% year on year.
TechnologyOne launches AI tools for students & councils
Students, council residents and back-office staff may see faster service as the software group embeds AI into everyday workflows.
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.
Tech Race Summit explores personalisation, AI and cybersecurity
AI and personalisation are reshaping Softswiss's product, engineering and security priorities as the group warns of higher cyber risk and tighter data demands.
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.
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.
Job Moves
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
LightSpeed Networks appoints Matthew Partridge as MD
3PL appoints Ryan Walker as Head of Customer Experience
