ContactBabel Report

The 2026 UK Customer Experience Decision-Makers' Guide (8th edition)

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“The 2026 UK Customer Experience Decision-Makers’ Guide (8th edition)” is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations.

Taking a random sample of the industry, a detailed structured questionnaire was answered by senior CX and customer contact professionals in 211 UK organisations between September and November 2025. Analysis of the results was carried out in November 2025.

Additionally, a survey of 1,000 UK consumers was carried out in November 2025 in order to understand their attitudes to elements of businesses’ CX programmes, what they understand a positive customer experience to be and their opinions of AI in customer contact.

Third-party White Papers, case studies and thought leadership pieces may also be referenced to assist readers who may wish to look more in-depth at specific areas or to gain another viewpoint.

Download your copy here.