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.
Nominations now open: CX Network’s top AI leaders in CX 2026
January 31 by CX Network
Submit your nomination for the most influential AI leaders in customer experience
5 ways conversational AI will impact customer service in 2026
December 26 by Amelia Brand
Discover 5 ways conversational AI is transforming customer service in 2026!
Top free customer insights tools to elevate your CX in 2026
December 24 by Amelia Brand
Discover the free customer insights tools every CX team can use to improve experience and engagement
The A-Z of customer complaints in 2026
December 23 by Melanie Mingas
CX experts from Trustpilot, Intradiem, and Ventrica explain how brands should deal with freebie hunters and AI overviews
6 Omnichannel strategies that actually increase engagement
December 23 by Amelia Brand
Discover omnichannel strategies proven to increase engagement, loyalty, and customer lifetime value.
Improving CX while strengthening data security
December 08 by Alex Vakulov
Alex Vakulov explains how technology transformed CX and risk, and the five pillars of secure, modern CX
How Lidl built a 92% accurate AI model to transform customer service
December 08 by Amelia Brand
How Lidl built Optimus, its 92percent accurate AI engine redefining grocery customer service
The customer of 2026: What you need to know to drive loyalty
December 05 by Melanie Mingas
Discover the leading developments driving customer sentiment and behavior trends to drive stronger loyalty with your customer base
AI governance: A CX leader's guide to responsible AI implementation
December 04 by Sue Duris, MBA, CCXP
From governing third-party solutions to building AI literacy, organizations need to get their houses in order for AI. Sue Duris explains the key actions to take
Top 40 future of CX leaders to follow in 2026
December 02 by CX Network
Meet the 40 future CX leaders defining innovation, AI, and customer experience in 2026
The customer behaviors guiding CX strategy in APAC in 2025
December 01 by Jerome Smail
Discover which five customer behaviors are influencing CX practitioners the most
12 things your next CX strategy needs to cover
November 28 by Melanie Mingas
As we take stock of 2025 and plan for what’s ahead, our expert panel of CX specialists suggest 12 things CX practitioners need to keep in mind for their next st
