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.
How Cuyana scaled a luxury service experience that reflects brand values
July 01 by Melanie Mingas
How luxury brand Cuyana scaled its service experience to meet the needs of a rapidly growing customer base
CX isn't in crisis. It's having its finest hour
June 30 by Sue Duris
Sue Duris explains why the current shift in SaaS brings new opportunities for CX
Agentic AI needs guardrails before it needs more intelligence
June 29 by Shalini Sivasamy
Shalini Sivasamy explains the four guardrails she builds into every AI agent
The 10 major changes on the horizon for CX
June 29 by Melanie Mingas
What the rest of the decade holds, according to our research into the state of CX
Organizations paying more to hire service agents despite AI-driven restructuring
June 24 by CX Network
CX Network explores why service agents cost more to hire but still pose one of biggest flight risks
How accessible is CX in 2026?
June 23 by Melanie Mingas
CX Network examines why vulnerable customers are less satisfied with their service experiences, particularly those powered by AI
The silent CX crisis – who is the human in Human-Centered AI?
June 22 by Natalie Calvert
Natalie Calvert explains why we must treat AI as a leadership test, not a technology race
5 Brands taking physical retail to the next level
June 19 by CX Network
From VR to third spaces and energy efficient lighting, find out how three brands are improving in-store CX
CX has to move beyond closed loop feedback
June 17 by Bill Staikos
Bill Staikos updates Bain’s CLF model with a new, four-loop model for turning customer signals into compounding value
Keeping promises: How to align operations, marketing, and CX
June 16 by Melanie Mingas
Discover why alignment between marketing, operations and CX is driving stronger customer outcomes – and better visibility in AI search
AI search for real estate: How France’s Orpi is driving the conversation
June 16 by Melanie Mingas
Discover how and why real estate network Orpi linked its catalog to AI search engines
What Gen Z can teach us about AI, CX, and building brand trust
June 15 by Claire Cunningham
Claire Cunningham explains why tech-savvy consumers do not always want tech-first CX
