Articles
CX Network keeps you up to date with the challenges, trends and disruptions in experience management. We are devoted to keeping senior stakeholders abreast of the latest and most topical customer experience and service developments by providing relevant, timely and actionable industry insights for global CX practitioners. View our latest articles below.
Customer experience is the symptom. Stakeholder experience is the system
May 15 by Nathalie Schooling
If your dashboards still look fine but your business doesn't, you may be measuring the wrong thing
Redefining contact centers in the age of AI: What successful AI looks like in practice
May 15 by Georgina Wilczek
Discover how organizations are moving from isolated AI pilots to outcome-led implementation
5 brands transforming CX and service with conversational AI
May 14 by Melanie Mingas
As more experiences start with conversations, CX Network looks at five brands driving innovation across CX and service
Your contact center AI is succeeding, but are your customers still suffering?
May 12 by Marie Angselius Schönbeck
Marie Angselius Schönbeck explains why high containment from your AI tools does not mean high satisfaction
Has Google just made your loyalty program invisible?
May 11 by James McIntyre
James McIntyre, CCXP, writes about the loyalty program oversight that could be costing you customers in the agentic economy
Intent drift is the new CX measurement gap (and your dashboard can't see it)
May 08 by Katja Forbes
Katja Forbes warns about a new failure mode developing with AI agents. It doesn’t yet have a name, it doesn’t show up on any dashboard you own. But it’s there.
AI governance gaps are contributing to CX pilot failure
May 05 by Sue Duris
Governance is not yet embedded in organizational structures and it’s causing AI pilots to fail. Sue Duris explains four steps to take now
Big hype, no flavor: The missed opportunities in AI
April 28 by Claire Cunningham
Claire Cunningham explains why we need to change the conversation around AI
6 Essential tools to drive visibility in AI-search
April 27 by Melanie Mingas
CX Network rounds up six cutting edge tools that can solve your agentic commerce visibility challenges
Building trust in digital-first brands: What we learned at All Access: Digital CX 2026
April 23 by Chloe Chappell
Digital CX is no longer about ecommerce and apps. Hears how Fun.com, Back Market, zooplus and others are innovating
How practitioners are spending their CX budgets in 2026
April 17 by Melanie Mingas
Find out how CX budgets have changed over the last five years, and where your peers plan to invest in 2026
Is the future of loyalty human?
April 16 by James McIntyre
If AI agents are doing the shopping, who handles the customer relationship? James McIntyre answers the big questions around loyalty
