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.
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
What happened at All Access: The AI Revolution in CX
April 02 by Chloe Chappell
Senior event producer Chloe Chappell, reflects on the12 sessions and 21 speakers that made All Access: The AI Revolution in CX
5 Things to know about the state of CX in 2026
April 01 by Melanie Mingas
AI is making its biggest impact in operations, but customers trust their AI more than yours
Where the AI vendor market is going, and what it means for CXOs
March 31 by Bill Staikos
The AI vendor market is not becoming simpler. But it is becoming easier to read – and that has three implications for CXO. Bill Staikos explains
CX is chasing ROI – but still thinking reactively
March 31 by Jeannie Walters
Jeannie Walters reflects on trends everybody was talking about at Qualtrics X4 Summit 2026, which took place in Seattle in March 17-19
AI and customer trust: Reflections from CCW 2026 Sydney
March 25 by Claire Cunningham
AI is accelerating. Trust is lagging. It’s up to us to set the speed limit and road rules, Claire Cunningham writes.
The top 50 AI leaders in CX to follow in 2026
March 24 by CX Network
CX Network's top 50 leaders making an impact on AI in CX this year that you should be following
The AI readiness gap: Why CX leaders hold the key to successful AI implementation
March 24 by Sue Duris
Sue Duris presents an organizational readiness self-assessment for deploying AI and outlines five readiness dimensions to include in your plan
