According to the Intelligence Report presented at the Customer Experience Live Show UK 2025 in Manchester, 71% of businesses are investing in AI-driven customer experience (CX), 82% are prioritizing operational efficiency, and 47% are improving customer journey mapping.
Manchester, United Kingdom Jul 1, 2025 – As digital transformation accelerates across UK industries, organizations are strategically prioritizing AI, operational excellence, and customer journey mapping to enhance their customer experience. This key insight comes from the Customer Experience Live UK Intelligence Report 2025, which was unveiled at the Customer Experience Live Show UK, AI Experience Show UK, Digital Customer Experience Show UK, and Contact Centre Show UK 2025, held at Hilton Deansgate, Manchester on July 1-2, 2025.
The report indicates that 71% of organizations are investing in AI-enhanced experiences, signifying AI’s increasingly important role in delivering personalized and predictive engagement throughout the region. This trend underscores how UK businesses are leveraging intelligent technologies to automate processes and develop service models that are more attuned to individual customer requirements.
Additionally, 82% of organizations are focusing on operational efficiency to ensure consistent, high-quality experiences in dynamic and competitive markets. This operational emphasis is expected to foster the creation of service models that effectively balance speed, cost-effectiveness, and enhanced customer experience.
Customer satisfaction and loyalty have emerged as critical business priorities, with 78% of organizations concentrating on boosting customer satisfaction and retention. Companies are actively striving to build significant, lasting relationships that create a competitive edge. To support this, 47% are advancing customer journey mapping efforts to eliminate silos and design seamless, connected, and intuitive experiences across all interaction points.
The report also highlights how organizations are aligning their technology investments with these objectives. Companies are upgrading their contact center and support platforms (48%), implementing AI agents (32%) for more proactive engagement, and investing in workforce engagement management (42%) to empower their teams to deliver greater value.
According to Ayusha Tyagi, Managing Director of Customer Experience Live, “This year’s results confirm that UK organizations are moving beyond incremental improvements and are fundamentally re-engineering the customer experience to be predictive, personalized, and resilient, with AI, data, and operational excellence as central components of their strategy. We are witnessing a pivotal moment where technology and design converge, enabling enterprises to achieve scale without sacrificing the human element.”
Over the course of two days, the Customer Experience Live Show UK 2025 featured insights from prominent brands such as Netflix, NatWest, Philip Morris International, Zurich Insurance, and British Gas, among others. Sessions explored topics like proactive CX models, omnichannel AI excellence, operational efficiency, hyper-personalization, and trust in digital engagement, providing actionable solutions for current CX challenges.
The conference received support from leading sponsors, including eGain, InMoment, Talkdesk, Graia, UJET, Cyara, Precisely, Elephants Don’t Forget, EXL, Sendbird, Future Communications Company UK, Capita, Coveo, Connect, and Resolvable, along with strategic partners such as the International Customer Experience Institute and BPO Search. Media partners included Call Centre Helper, ACN Newswire, The Customer Data Platform Institute, CrmXchange, and StartupNews.fyi, AI Tools Network, CIOReview, Financial Service Review, Applied Technology Review, The European Business Review, CIO Outlook, AIPressRoom.
The event also celebrated outstanding achievements by hosting the Customer Experience Live Awards UK 2025, which recognized organizations that have demonstrated remarkable progress in CX innovation. Notable winners included AlTanfeethi, E.ON Next, Tawuniya, Furniturebox, Saudi Ports Authority “Mawani”, Tree Insurance, and Vue International.
For deeper insights into how organizations across the region are transforming customer experience, the full ‘Customer Experience Live UK Intelligence Report 2025’ is available for download at www.customer-experience.live/reports.
About Customer Experience Live
Customer Experience Live is a leading source of digital customer experience insights and research in the EMEA and APAC regions. Dedicated to fostering growth within organizations through thorough research and insightful initiatives, the company plays a crucial role in enabling successful business ventures and promoting innovation in customer experience solutions. By focusing on understanding end-user needs and market trends, Customer Experience Live empowers top-level executives and solution providers to navigate the evolving customer experience landscape.
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Riji Raju, Content and Marketing Lead,
Email: riji.raju@customer-experience.live
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Customer Experience Live
Source :Customer Experience Live www.customer-experience.live