Tag: Customer Experience Live

As digital acceleration reshapes industries across the UK, organisations are taking bold steps to place AI, operational excellence, and customer journey mapping at the core of their customer experience strategies. This was the clear takeaway from the newly released Customer Experience Live UK Intelligence Report 2025, launched at the co-located 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 1-2 July 2025.The report reveals that 71% of organisations are investing in AI-powered experiences, as AI decisively moves to a central role in delivering personalised, predictive engagement across the region. This shift highlights how UK enterprises are using intelligent technologies not only to automate tasks, but to create service models that are more responsive to individual customer needs.

Alongside this, 82% of organisations are prioritising operational efficiency to deliver consistent, high-quality experiences in complex, fast-moving markets. This operational focus is poised to drive the building of service models that balance speed, cost-effectiveness, and improved customer experience.

Customer satisfaction and loyalty have clearly emerged as top business imperatives, with 78% of organisations prioritising increasing customer satisfaction and retention. Companies are actively aiming to create meaningful, long-term connections that drive competitive advantage. Supporting this, 47% are advancing customer journey mapping initiatives to break down silos and engineer experiences that are seamless, connected, and intuitive across all touchpoints.

The report also reveals how organisations are aligning technology investments to these goals. Companies are upgrading their contact centre and support platforms (48%), implementing AI agents (32%) for more proactive engagement, and investing in workforce engagement management (42%) to enable their teams to deliver greater value.

“This year’s findings confirm that UK organisations are no longer focused on incremental change – they are re-engineering customer experience to be predictive, personalised, and resilient, with AI, data, and operational excellence at the very heart of their strategy,” said Ayusha Tyagi, Managing Director, Customer Experience Live. “What we’re seeing is a turning point where technology and design are coming together to enable enterprises to deliver at scale without losing the human touch.”

Over two dynamic days, the Customer Experience Live Show UK 2025 featured insights from leading brands including Netflix, NatWest, Philip Morris International, Zurich Insurance, and British Gas. Sessions explored topics such as proactive CX models, omnichannel AI excellence, operational efficiency, hyper-personalisation, and trust in digital engagement, providing practical solutions to today’s CX challenges.

The conference was supported by 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, alongside 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, StartupNews.fyi, AI Tools Network, CIOReview, Financial Service Review, Applied Technology Review, The European Business Review, CIO Outlook, AIPressRoom.

The event also celebrated excellence by hosting the Customer Experience Live Awards UK 2025, which honoured organisations that have made remarkable strides in CX innovation. Among the distinguished winners were AlTanfeethi, E.ON Next, Tawuniya, Furniturebox, Saudi Ports Authority “Mawani”, Tree Insurance, and Vue International.

To download the Customer Experience Live UK Intelligence Report 2025 or learn more about the event, visit: www.customer-experience.live. 

About Customer Experience Live

Customer Experience Live is a leading digital customer experience insights and research powerhouse in the EMEA and APAC regions. Committed to driving growth within organisations through rigorous research and insightful activations, the company plays a pivotal role in facilitating successful business ventures and fostering innovation in customer experience solutions. With a focus on understanding end-user needs and market dynamics, Customer Experience Live empowers top-level executives and solution providers to navigate the ever-changing landscape of customer experience.

For more information, please contact:
Riji Raju, Content and Marketing Lead, Customer Experience Live
Email: riji.raju@customer-experience.live 

In a region undergoing a digital renaissance, AI — and more critically, AI-powered experiences and Agentic AI — have emerged as the defining force behind customer experience transformation. This paradigm shift took center stage at the Customer Experience Live Show Middle East 2025, the region’s most prestigious CX leadership gathering, where the newly released Customer Experience Live Intelligence Report 2025 outlined how enterprises are leveraging intelligent systems to not just automate, but think, act, and adapt independently.

According to the report, a staggering 89% of organizations are investing in both AI-powered experiences and predictive analytics, highlighting an unprecedented leap toward proactive, self-directed customer engagement strategies. Agentic AI, in particular, is gaining traction — these autonomous systems are designed to independently assess, decide, and respond to customer needs in real-time, redefining the very foundation of service delivery. This transition is empowering businesses to move from reactive service models to predictive, hyper-personalised engagement — while freeing human agents to focus on complex, high-value interactions.

“This isn’t just an upgrade in tools — it’s a philosophical shift in how organisations approach customer experience,” said Ayusha Tyagi, Managing Director, Customer Experience Live. “AI and Agentic AI are allowing brands to deliver human-like support at scale, while creating space for empathy, creativity, and more strategic CX design. The future belongs to companies that can fuse intelligence with intention.”

In a bid to deliver intelligent, intuitive, and immersive experiences, organisations across the Middle East are aligning their technology investments with customer-centric strategies. The report reveals that 59% of companies are deploying AI agents to enhance responsiveness and automate interactions, while 83% are prioritising operational excellence as a critical driver of CX transformation. At the same time, 69% of businesses are focusing on improving customer engagement and satisfaction, reaffirming that strong relationships are central to long-term success. Additionally, 56% are investing in outsourcing CX support and services, aiming to scale service delivery and improve efficiency.

As 81% of organisations are actively pursuing increased customer satisfaction and retention to remain competitive, it is evident that customer experience is no longer confined to a single department — it has become a strategic business imperative.

 “The future of CX is here: AI and Agentic AI are combining the power of automation with human insight to deliver experiences that are not just personalised—but predictive, proactive, and powerful,” noted Sanjay Gupta, VP Sales, South Asia & Middle East, NICE.

This year’s edition also brought together influential voices and decision-makers from companies such as Al Futtaim Group, Bank Muscat, Dubai Electricity and Water Authority (DEWA), Etihad Airways, NEOM, The Coca-Cola Company, Unilever, and Zurich among others.

Held at the JW Marriott Hotel Dubai Marina on 13-14 May 2025, the event further celebrated innovation through the Customer Experience Live Awards, honouring leading organisations transforming their customer journeys through data, design, and digital intelligence. This year’s winners included Saudi Ports Authority “Mawani”, Aster DM Healthcare, Abu Dhabi Islamic Bank (ADIB), Saudi EXIM Bank, NICE, Oman Data Park, Tawuniya, Tasleem Metering & Payment Collection, Dammam Airports Company, EHS, Octopus Outsourcing, NEOM Operations, Dubai National Insurance, Medcare Hospital & Medical Centres, Saudi Awwal Bank, Fitness First MENA, Silah Gulf, Sprinklr, Verint, and Qatar Airways Group.

The event was co-presented by NICE and e& enterprise, with Sprinklr joining as Spotlight Partner, each bringing deep expertise and innovation to the forefront of customer experience transformation. This year’s edition was further enriched by co-located shows — the AI Experience Show, Digital Excellence Show, and Contact Centre Show Middle East 2025 — offering attendees a 360-degree view of the technologies, trends, and strategies shaping the future of customer experience.

Other distinguished sponsors included Cisco, AWS, Verint, Ipsos, Qualtrics, Sydr Systems by SITE, Sideways 6, Exotel, Locobuzz, Kanari, Konnect Insights, Robosoft Technologies, Silah Gulf, XEBO.ai, intella, Hamsa, November Five, Calabrio, 2Ring, Answered by Aramex, and NovelVox.

Strategic partners for the event were the International Customer Experience Institute and Bpo Search, with media partners being Customer Data Platform Institute, ACN Newswire, Call Centre Helper, CrmXchange, StartupNews.fyi, siliconindia, CIOReview, AI Tools Network, Financial Service Review, Conference Alerts, Applied Technology Review, The European Business Review, CIO Outlook, AIPressRoom, OnestopNDT, Omanoilandgas.com, Worldoils, and Energy Business Review.

To download the Customer Experience Live Intelligence Report 2025 or learn more about the event, visit: www.customer-experience.live

About Customer Experience Live

Customer Experience Live is a leading digital customer experience insights and research powerhouse in the EMEA and APAC regions. Committed to driving growth within organisations through rigorous research and insightful activations, the company plays a pivotal role in facilitating successful business ventures and fostering innovation in customer experience solutions. With a focus on understanding end-user needs and market dynamics, Customer Experience Live empowers top-level executives and solution providers to navigate the ever-changing landscape of customer experience.

About Customer Experience Live Show Middle East

Customer Experience Live Show Middle East is the region’s most prestigious show designed for the top-tier CX suite. For 8 successful editions, this premier conference has empowered enterprises to enhance their customer experience strategies through insights on Omni AI experience, operational efficiency, VoC redesign, and proactive engagement.

With a strong focus on positioning CX as a driver of business growth, the event brings together senior executives and industry experts to address evolving challenges and build long-term customer loyalty.

Participate in the upcoming edition to gain actionable insights, connect with CX leaders, and benchmark against the very best in the field.

For more information, please contact
Riji Raju, Content and Marketing Lead, Customer Experience Live
Email: riji.raju@customer-experience.live 

In the face of rapid digital transformation across the UK and Ireland, businesses are increasingly turning to AI and personalisation technologies to enhance customer engagement in 2025, according to the newly released ‘Customer Experience Live UK Intelligence Report 2024′.  The report, unveiled at the co-located Customer Experience Live Show UK and Digital Experience Show UK  2024, reveals that 62% of companies are investing in AI, while 52% are focusing on personalising service delivery to meet rising customer expectations.

The report outlines how businesses are focusing on improving customer journey mapping (53%) and re-evaluating voice-of-customer initiatives (49%), underscoring that organisations are intensifying efforts to better understand and anticipate customer needs. The rising use of AI is set to transform the way businesses deliver real-time, tailored customer interactions, with 49% of companies re-assessing chatbot and automation solutions to optimise customer service operations.

One of the key challenges facing enterprises in the region is re-imagining CX, with 50% of respondents citing this as a priority, alongside data-driven decision-making (47%), and increasing customer satisfaction and retention (38%). As companies work towards achieving operational efficiency (33%), the emphasis on digital transformation initiatives is undeniable. To address these challenges, businesses are upgrading their digital solution stacks, with 47% improving their digital engagement and customer care platforms. Additionally, 46% are investing in customer analytics and personas to gain deeper insights into customer behaviour, while 43% are turning to omnichannel engagement strategies to deliver cohesive, seamless experiences across all touchpoints.

Commenting on the findings, Ayusha Tyagi, Managing Director of Customer Experience Live, noted, “The intelligence report highlights a pivotal moment for UK & I businesses. As companies amplify their investment in AI and digital technologies, they are not only meeting customer demands for personalised, real-time experiences but also setting themselves up for long-term success in an increasingly digital marketplace.”

The Customer Experience Live Show UK and Digital Experience Show UK 2024, held at Hilton Syon Park in London, brought together senior industry leaders to explore the latest trends shaping customer and digital experiences. Featuring expert discussions on brand experience, business transformation, data excellence, AI, automation, and omnichannel strategies, the event provided a crucial platform for businesses in the region to share best practices and future-shaping solutions.

The event was supported by leading sponsors and partners, including Verint, Concentrix, Talkdesk, Konnect Insights, Squiz, manifesto, Acquia, Zoho, and Answered by Aramex, alongside strategic partners such as the International Customer Experience Institute, Customer Institute, and Directors Club, with BNC as the Project Intelligence Partner. Media partners included Customer Data Platform Institute, ACN Newswire, Siliconindia, StartupNews.fyi, and CIOReview. Thought leaders from prominent organisations, including NHS, Bank of England, Rolls-Royce, Electrolux, Close Brothers, Formula E, and Adidas, shared valuable insights on navigating the complexities of digital transformation while keeping the customer at the heart of decision-making.

A highlight of the conference was the Customer Experience Live Awards UK 2024, which celebrated organisations that have made remarkable strides in CX innovation. Among the distinguished winners were Telecommunications And Digital Government Regulatory Authority (TDRA), Tawuniya, Saudi Electricity Company, OVO Energy, Zakat, Tax, and Customs Authority (ZATCA), Quilter, Riyadh Airports Company, Espire Infolabs, MSD, and Verint, who were recognised for their exceptional efforts in transforming customer engagement and delivering cutting-edge service through digital innovation.

For more insights into the digital CX strategies driving the future of customer experience in the region, download the full ‘Customer Experience Live UK Intelligence Report 2024’ at www.customer-experience.live/industry-reports.

About Customer Experience Live

Customer Experience Live is a leading digital customer experience insights and research powerhouse in the EMEA region. The company is committed to rigorous research that drives the conceptualisation of programs and activations essential for top-level executives to fuel growth within their organisations. With a keen focus on assisting leading solution providers in navigating the EMEA market, it delves into understanding end-user needs comprehensively, facilitating the generation of high-quality leads and ultimately securing successful business ventures.

For more information, please contact
Riji Raju, Customer Experience Live
Email: riji.raju@customer-experience.live