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.
Your contact center AI is succeeding, but are your customers still suffering?
May 12 by Marie Angselius Schönbeck
Marie Angselius Schönbeck explains why high containment from your AI tools does not mean high satisfaction
Has Google just made your loyalty program invisible?
May 11 by James McIntyre
James McIntyre, CCXP, writes about the loyalty program oversight that could be costing you customers in the agentic economy
Intent drift is the new CX measurement gap (and your dashboard can't see it)
May 08 by Katja Forbes
Katja Forbes warns about a new failure mode developing with AI agents. It doesn’t yet have a name, it doesn’t show up on any dashboard you own. But it’s there.
AI governance gaps are contributing to CX pilot failure
May 05 by Sue Duris
Governance is not yet embedded in organizational structures and it’s causing AI pilots to fail. Sue Duris explains four steps to take now
Big hype, no flavor: The missed opportunities in AI
April 28 by Claire Cunningham
Claire Cunningham explains why we need to change the conversation around AI
6 Essential tools to drive visibility in AI-search
April 27 by Melanie Mingas
CX Network rounds up six cutting edge tools that can solve your agentic commerce visibility challenges
Building trust in digital-first brands: What we learned at All Access: Digital CX 2026
April 23 by Chloe Chappell
Digital CX is no longer about ecommerce and apps. Hears how Fun.com, Back Market, zooplus and others are innovating
How practitioners are spending their CX budgets in 2026
April 17 by Melanie Mingas
Find out how CX budgets have changed over the last five years, and where your peers plan to invest in 2026
Is the future of loyalty human?
April 16 by James McIntyre
If AI agents are doing the shopping, who handles the customer relationship? James McIntyre answers the big questions around loyalty
Conversational AI: Where we really are – and what has to happen before you scale
April 14 by Sue Duris
Conversational AI has changed, but many still do not understand how, or how much. Sue Duris explains where organizations get into trouble and how to stop it
Artificial leadership in the era of limitless intelligence
April 09 by Camila Ferreira
Camila Ferreira explains why customer experience quality is in decline when the use of AI is on the rise
Why voice fraud is CX's most underestimated problem
April 07 by Marie Angselius Schönbeck
AI-generated voice fraud is quietly destroying one of your most trusted customer touchpoints – and the industry's response is falling dangerously short
