the uk cx report 2026

The opportunity for delight: Rising above the mediocre

Customer experience is becoming increasingly functional, with 50% of UK experiences now described as “nothing notable” and only 37% seen as positive.

The UK CX Report 2026, from Ipsos and Engage Customer, explores why delight is in decline, how economic pressure and AI are reshaping customer interactions, and why 51% of customers rarely or never see action taken on their feedback.

Discover how leading brands can move beyond efficiency, combine AI with human empathy, and turn customer insight into memorable experiences that build loyalty, advocacy and long-term value.