The Customer Experience Live Show UK 2024 took place in London, showcasing the latest trends in digital customer experience (CX) strategies.
The ‘Customer Experience Live UK Intelligence Report 2024,’ released at the show, reveals that UK and Irish businesses are increasingly turning to AI and personalization to enhance customer engagement in 2025. The report found that 62% of companies are investing in AI, while 52% are prioritizing personalized service delivery to meet rising customer expectations.
Organizations are focusing on improving customer journey mapping (53%) and re-evaluating voice-of-customer initiatives (49%), indicating a growing emphasis on understanding and anticipating customer needs. The report also highlights the rise of AI in transforming real-time customer interactions, with 49% of companies re-assessing chatbots and automation solutions to optimize customer service operations.
Re-imagining CX is a key challenge for enterprises in the region, with 50% of respondents citing it as a priority. Data-driven decision-making (47%), increasing customer satisfaction and retention (38%), and achieving operational efficiency (33%) are also major priorities, underscoring the importance of digital transformation initiatives. 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 behavior, while 43% are adopting omnichannel engagement strategies to deliver seamless experiences across all touchpoints.
Ayusha Tyagi, Managing Director of Customer Experience Live, commented on the report’s findings, stating, “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 personalized, 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 industry leaders to discuss trends in customer and digital experiences. The event focused on brand experience, business transformation, data excellence, AI, automation, and omnichannel strategies, providing a platform for businesses to share best practices and innovative solutions.
The event was supported by 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 organizations including NHS, Bank of England, Rolls-Royce, Electrolux, Close Brothers, Formula E, and Adidas shared insights on navigating digital transformation while prioritizing the customer.
The Customer Experience Live Awards UK 2024 recognized organizations for their CX innovation. Winners included 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 recognized for their efforts in transforming customer engagement and delivering innovative service through digital solutions.
The full ‘Customer Experience Live UK Intelligence Report 2024’ can be downloaded at [link removed] to gain further insights into digital CX strategies driving the future of customer experience in the region.
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 conceptualization of programs and activations essential for top-level executives to fuel growth within their organizations. With a focus on assisting leading solution providers in navigating the EMEA market, Customer Experience Live delves into understanding end-user needs comprehensively, facilitating the generation of high-quality leads and securing successful business ventures.
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Riji Raju,
Email: riji.raju@customer-experience.live
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Customer Experience Live
Source :Customer Experience Live www.customer-experience.live