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.
The EU AI Act compliance checklist for customer service teams
July 22 by Amelia Brand
From August 2, 2026, EU AI Act rules apply to customer service AI. Use this compliance checklist to audit chatbots, disclosure, training and governance
Building context-aware customer service that works
July 20 by Sam Richardson
Twilio’s Sam Richardson explains where automation can make all the difference to customer trust
Why CX budgets are won at mid-year, not year-end
July 16 by Sue Duris
Five financial questions from the CFO that CX practitioners should be ready to address
Top 30 contact center leaders to follow in 2026
July 15 by CX Network
CX Network reveals the top 30 contact center leaders making waves in 2026 - see who made the list
Everything that happened at the CX Retail UK Exchange 2026
July 10 by CX Network
Catch up with the big developments shaping CX for retail specialists in the UK
How it started, how it’s going: 5 Ways CX spending has changed this decade
July 08 by Melanie Mingas
What five years of research into the state of CX can tell us about CX spending priorities and obstacles
The CX Recovery Layer: What happens when the agent is wrong?
July 06 by Hemang Upadhyay
The steps practitioners need to take before AI agents can interact with customers
Service secrets from an app with 125m downloads
July 02 by CX Network
The creator of an app with 125 million downloads explains how to craft simple and effective service journeys
How Cuyana scaled a luxury service experience to reflect its 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
