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.
CX trends in 2026: How to avoid the hype and drive real-world results
November 13 by Melanie Mingas
Discover how to cut through the noise, avoid distraction, and focus your work in 2026 and beyond
How to navigate the hype around AI
November 12 by Melanie Mingas
Learn how to cut through the hype to find AI-powered solutions and strategies that drive real results in CX
Building the Future-Ready Contact Center
November 12 by Georgina Wilczek
CX Network’s Georgina Wilczek reflects on two days of action at All Access: Future Ready Contact Center APAC 2025
How the big brands are revolutionizing CX design and journey management
November 11 by Chloe Chappell
Discover how Wayfair, Hyatt Hotels, Physicians Mutual and BT Group are pushing the boundaries of CX design and journey management
4 things to know about the real-world use of AI and automation in CX
November 10 by CX Network
Discover four key audience insights from the CX Network webinar Re-writing the Rules of CX with AI Agents and CX Automation
Black Friday's decline: How businesses can adjust to changing holiday shopping trends
November 07 by Joanna Clark-Simpson
Learn about how to adjust to changing holiday shopping trends as CX leaders gear up for Black Friday
5 CX challenges facing practitioners in APAC - and what they're doing to overcome them
November 04 by Jerome Smail
Dive into the results of our research into CX in the APAC region to find out how leading practitioners are overcoming everything from data to measuring ROI
Is NPS to blame for the decline in customer experience?
October 31 by Claire Cunningham
Learn about how NPS, net promoter score, can cause a decline in customer experience
Tricks and treats: The sweet and scary in the customer experience landscape
October 31 by Francesca Di Meglio
Learn about the sweet and scary in the customer experience landscape to better understand strategy
CX Isn’t a Platform. It’s a Philosophy
October 29 by Nathalie Schooling
Discover how Timpson and Ritz-Carlton are bucking the negative CX trends being recorded in major markets
The top 10 CX podcasts to listen to in 2026
October 28 by Amelia Brand
CX Network reveals the top CX podcasts every leader should listen to in 2026
CX trends in 2026: 10 ways generative and agentic AI will change the game
October 28 by Melanie Mingas
Discover the 10 ways our panel of CX experts believe generative and agentic AI will change CX in 2026
