the uk cx report 2025:  Human Versus Digital Interactions

The UK CX 2025 report looks at three key areas:

 • The differences between multichannel and single channel 
customer experiences
 • How digital and human interactions compare, in terms of CX delivery
 and customer perception
 • How customers are responding to the use of AI in their interactions
 with brands

 We conducted our study in Q2 2025 across eight UK sectors: automotive, 
mobile phone, insurance, current account, restaurants, online retail, private 
healthcare and financial advice.