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
Consent: The next trust challenge for AI in CX
January 15 by Ashlea Atigolo
As AI changes how, where and why we collect customer data, Advisory Board member Ashlea Atigolo explains what it means for consent and trust
The new frontline of retail CX and how AI is shaping customer communications
January 14 by Sophie Cheng
Sophie Cheng explains why retailers should use MCP servers to reach new heights in customer service as AI embeds deeper into how customers interact with brands
How 9 APAC countries are regulating the use of AI
January 12 by Jerome Smail
Nine ways AI is regulated and legislated across the Asia-Pacific region to build trust and transparency and tackle misinformation, bias, and hallucinations
What we learned at All Access: Future of CX
January 09 by Chloe Chappell
Senior event producer Chloe Chappell rounds up key takeaways on AI agents, new service models, the barriers to AI adoption, and pe
The AI governance maturity model for CX leaders: Where does your organization stand in 2026?
January 08 by Sue Duris
Sue Duris explains the five stages of AI governance maturity and presents a self-assessment for CX leaders
Three ways the great NPS debate rages on
January 07 by Claire Cunningham
Just because something has had its uses, doesn’t mean it’s timeless. Claire Cunningham explains why three common arguments for NPS no longer hold water
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
