White Paper
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.
Download your copy
Event Video
Highlights from the CX & AI Strategy Event, October 2025
What did we cover at the event?
At the recent CX & AI Strategy Event in Leeds, we explored how AI + digital channels are now strategic growth levers — not just operational tools. The focus shifted from pure customer automation to boosting employee wellbeing, with AI working to reduce cognitive overload, wrap-up tasks and stress for contact-centre agents.
Real-world transformation was showcased through two Genesys customers, including West Lindsey District Council, who demonstrated that by adopting voice IVR, bots, chat and smart routing, they have significantly improved both customer satisfaction and agent experience.
Key Takeaways
- AI can, and should, support agent wellbeing, not just improve CX
- Organisations must compete on experience, not just product or price
- Autonomous AI agents (Agentic AI) are emerging — making decisions proactively based on context.
Rounded off with some live demonstrations of Genesys Cloud and Dynamics 365 plus a lively Q&A session, it was a very informative morning. Fancy coming along to the next one? Check out our Events page.
Want more info? Read the event blog, including some great benefit stats from our customer speakers!
White Paper
Laying the Foundations for Successful Cloud Contact Centre Transformation in Financial Services
Mitigating CX Migration Risk
Financial services organisations are at a critical juncture. Staying on-prem is not only expensive, but it also does not give the customer experience that consumers have come to expect. The highly regulated nature of the finance industry can make digital transformation a risky prospect. But if you choose the right partner with the knowledge and experience of successful migrations, it is possible to have a project that hugely improves CX and stays within the regulatory boundaries.
Download our guide to learn:
- Our migration methodology.
- The 10 CX migration risks for financial services and how to deal with them.
- The design solution we used for Skipton Building Society which helped them win Gold at the European Contact Centre & Customer Services Awards (ECCCSAs) for Most Effective Strategic Transformation Programme.
Read the guide to find out more.
Download your copy
The CX Factor: A Deep Dive into Customer Experience
Welcome to The CX Factor, a podcast that explores the intricacies of customer experience (CX) from the perspective of those who know it best – our customers. Join us as we interview Kerv clients, delving into their unique journeys, challenges, and triumphs in the realm of CX.
For this episode we are joined by Guardian, discussing their five star customer service and how they’re continually searching for improvements. Featuring Mike Tamblin, Front Office Manager at Guardian and Will Lusted, Senior Account Manager at Kerv.
Key highlights:
- Getting unexpected ROI from the technology and Kerv partnership
- Be risk averse with your AI
- Will there always be a need for voice channels?
Enjoyed this podcast? Listen to some more!
