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.
Have your say on the state of CX in 2027
March 10 by CX Network
CX Network’s annual survey is live and offers respondents the chance to win a $200 gift card
Holiday shopping is a CX stress test: Four friction points retailers need to fix
November 12 by Joanna Clark-Simpson
Joanna Clark-Simpson shares four fixes and three holiday priorities for retailers this holiday season
AI contact center regulations 2026-2028: A compliance guide for CX leaders
November 09 by Dave Rennyson
New AI regulations in the US and EU put compliance on the company deploying the bot. Here’s the timeline and how to build independent AI governance.
The cost of cost reduction: Effective AI governance can prevent false savings
November 05 by Sue Duris
AI governance is usually sold as risk management. Its most underrated job is economic – it is the discipline that stops cost-cutting from becoming cost-deferral
Is voice AI right for your service suite?
November 05 by CX Network
CX Network explores the pros and reported cons of voice AI for customer service and presents three user journeys that can benefit from voice AI
How will agentic commerce shape Black Friday 2026?
November 05 by Melanie Mingas
How will agentic AI shape the golden quarter in 2026? CX Network looks into the new tools available and how they could change customer engagement and sales
A framework for measuring AI agent performance in CX
November 03 by CX Network
How practitioners and service leaders can measure the performance of AI agents, and the metrics they should – and should not – use
Product managers need a new operating system for the AI era
November 02 by Nayan Teja
Nayan Teja explains how AI is reshaping product work from coordination to judgment
Has customer experience become too effortless?
October 29 by Sam Richardson
Sometimes a little friction can go a long way. Twilio’s Sam Richardson explains why businesses must think carefully about where speed is helpful
AI agent management: The new CX role you can’t ignore
October 22 by Melanie Mingas
AI isn’t just chasing how CX and service work – it’s re-writing the job description. CX Network explores the trend
CX budget insights for 2027: 4 spending tips and 11 questions for your vendors
October 20 by Melanie Mingas
Where should CX leaders invest in 2027? Experts weigh in on the options and how to make the most of the next wave of opportunities
How to improve AI accuracy with better enterprise knowledge
October 19 by Sudarshan Reddy Gurampatti
Before asking whether your AI needs a better model, it may be worth asking a simpler question
