UK customer‑experience leaders champion human‑centred AI

Marketing leaders on the CX50 list are redefining customer experience by using AI to support, not replace, real human connection, emphasising empathy, trust, and meaningful engagement across industries.
CX50, customer experience, people‑first AI, empathetic automation, human‑centric AI, UK CX leaders, Marketing Week, Cognizant, Google Cloud, Salesforce, retail, hospitality, public sector, trust, loyalty, digital empathy

Marketing Week’s CX50 2025 accolades spotlight ten individuals who are redefining customer experience by putting people before pixels.

These leaders are harnessing AI thoughtfully, augmenting frontline staff with tools that personalise service without eroding the human touch.

Their work spans retail, hospitality, financial services and the public sector, showcasing how AI-driven systems can streamline operations while nurturing empathetic engagement.

Strategies include using automation for routine tasks and intelligent routing, freeing teams to focus on empathy, insight and dialogue.

Partners Cognizant, Google Cloud and Salesforce helped assemble the CX50 list. The initiative underscores a growing movement: top-performing brands blend algorithmic precision with human warmth to build trust and loyalty in increasingly digital markets.

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