The UK Customer Experience Decision-Makers’ Guide 2026

Using survey data from the industry and UK customers the latest annual report dives deep into critical business challenges and attitudes to customer experience.

This Kerv-sponsored independent research, conducted by Contact Babel, offers valuable insights into CX strategy, performance, operations and technology, including:

• Live telephony still comprises almost 65% of inbound interactions.
• Most businesses believe customers are better off ringing the contact centre for anything urgent (73%), complex (71%) or emotional (81%).
• AI vs human agents – 43% of survey respondents state that they would prefer to use AI to get a quick answer to a simple question (mostly chatbots).
• What’s coming next for CX? A look into predicted developments in the next two years.

For more detailed information on these and other conclusions, download the full report now.