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
The cost of cost reduction: An AI governance playbook for customer leaders
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
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
Who audits your AI Agents? How to establish independent QA for contact centers
October 19 by Dave Rennyson
Your AI agents are on the phone. But who says they are doing the right thing? Dave Rennyson presents a five-point assessment framework to avoid PR disasters
Every CX start-up funding deal you need to know: October 16
October 16 by CX Network
Your weekly funding round-up tracking the CX and service start-ups investors are backing
The loyalty paradox: Why customers trust their own AI, but fear yours
October 14 by Behnam Behzadyfar
Behnam Behzadifar explains why organizations need to re-position AI systems that carry real-world impact for consumers, to ensure trust and loyalty are not com
6 AI challenges for CX to tackle in 2027
October 13 by Melanie Mingas
What CX and service leaders should prepare for when it comes to AI in 2027
