The future of customer service work: How AI agents change the workforce

November 11 by CX Network

Explore how AI agents are reshaping customer service roles and skills, and what this means for workforce planning, staffing and reskilling.

Artificial Intelligence in CX

The human role in AI: How Newcastle Theatre Royal redesigned their CX operating model

November 05 by CX Network

How AI is reshaping service operations, workforce strategy and the human role - with practical lessons from Newcastle Theatre Royal.

Customer Experience

CX Day is over. Now finish the year strong.

October 08 by Jason Bradshaw

Three people celebrate with cake and sparklers indoors wearing party hats.

Jason Bradshaw sets out three CX upgrades you can start before the end of the year that customers and team members will actually feel

Customer Experience

The CX engineer: The role customer experience teams need next

October 07 by Bill Staikos

A diverse team of professionals discusses plans in an office environment.

Bill Staikos explains how CX can solve its execution problem with a role that delivers outcomes, not insights

Customer Experience

9 ways CX will change in 2027

October 06 by Melanie Mingas

Close-up of a hand writing in a notebook with checkboxes, highlighting productivity and organization.

2027 is on the horizon and it’s giving low-fi and human-led. Find what practitioners say is on the horizon for CX next year

Artificial Intelligence in CX

Evaluating enterprise-grade voice AI

October 06 by CX Network

Discover the key signs that reveal if a vendor has created a flashy demo, which is unlikely to deliver

Events

Oct
13 - 16 CX BFSI USA Exchange (East)

Oct
13 Mastering CX: AI Agents 2026

Oct
22 How to build the internal case for voice AI agents

Oct
27 - 28 CX Healthcare East Exchange

Nov
02 - 04 CCW UK Executive Exchange

Nov
05 The human role in AI: How Newcastle Theatre Royal redesigned their CX operating model

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CX Network's Advisory Board features industry experts and specialists who come together every quarter to discuss trends and challenges in the customer experience space and help guide our original research and content.

Bryce Ackerman

Internal workforce management consultant

Roche

Nicole Cable

Chief people and experience officer

C3 Health

Mrunal Gangrade

VP software engineering

JP Morgan Chase & Co

Claire Hill

Retail director

Amplify 5

Ebrahim Hyder

VP, customer care

Michael Kors

Rufus Kahler

Head of product design, content and research

Back Market

Andrae Kirkland

Tech program management

Block, Inc

Mark Levy

CEO. author

MaxxoMedia

Eelko Lommers

Director of customer experience design

zooplus

Ekaterina Mamonova, CCXP

Global head of broker proposition

Liberty Specialty Markets

Dominik Olejko

CX & Loyalty expert

Montserrat Padierna

Customer knowledge and experience lead

Walmart Canada

Vinay Parmar

CEO and founder

Dhruva Star

Aurelia Pollet

VP, customer experience

CarParts.com

MQ Qureshi

Principal, MD of digital product

Allstate

Jorie Sax

Head of Innovation Lab

United Airlines

Saki Takeda

Director of product management and customer servic...

Netflix

Joshua Tye

Vice president of customer experience technology a...

Western Union

Hemang Upadhyay

Sr. Manager - Product Management (AI)

LG Electronics USA

Paul Weaver

Vice president of global digital product design

Hyatt Hotels

Philip Wilkinson

Senior director omnichannel experience and commerc...

Kellanova Europe

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The future of customer service work: How AI agents change the workforce

The human role in AI: How Newcastle Theatre Royal redesigned their CX operating model

CX Day is over. Now finish the year strong.