Customer experience management in the UK: the reviews-led era

UK customer experience management is moving beyond surveys and Net Promoter Scores as customers increasingly rely on online reviews, ratings, and AI-generated recommendations when choosing businesses. The article outlines four pillars for multi-location brands (AI search visibility, high-velocity online reviews, hyper-local business listings, and aggregated customer sentiment) and a five-step reviews-led CX playbook covering listing unification, automated review collection, sentiment analysis, AI search visibility, and cross-functional collaboration.