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 online review trends reveal what customers expect from brands
September 22 by Joanna Clark-Simpson
Joanna Clark-Simpson sets out four ways brands turn bad reviews into customer trust
The 3 phases of measuring the ROI of loyalty
September 15 by Mrinalini Chowdhary
Epsilon’s Mrinalini Chowdhary explains how to measure every stage of loyalty ROI
Using human-led omnichannel to address the irony in AI
September 14 by Melanie Mingas
Amex EVP Pam Hopkins on striking a balance between AI and human support
How AI agents drive process excellence – and why it matters for CX
September 10 by Melanie Mingas
Four insights into how AI agents improve customer and business outcomes – not just service
Fresha goes conversational with native Claude and ChatGPT integration for beauty bookings
September 09 by CX Network
Claude and ChatGPT granted access to Fresha's salon and spa listings, allowing consumers to search in natural language rather than filters
Sometimes bigger is better: What the rest of the world can learn from US grocery stores
September 07 by Claire Cunningham
Six things the global grocery sector could do to improve CX
Understanding the cost of AI: Token costs, governance and workforce readiness
September 03 by CX Network
What needs to be considered when calculating the full cost of AI
Before you cut your contact center workforce for AI agents, read the fine print
September 02 by Dave Rennyson
How to plan for the transition to a hybrid workforce of human and AI agents
The discovery disruption: 3 steps to take you from SEO to agentic readiness
August 26 by Behnam Behzadyfar
enterprise leaders must adapt their customer listening strategies to capture intent in an ecosystem mediated by synthetic intelligence
Your AI dashboards are lying to you: Here are 4 ways to better assess AI performance
August 25 by Sudarshan Reddy Gurampatti
On paper, AI looks like a win. But do customer opinions reflect the same sentiment?
Operating model not business function: The paradox of the customer experience
August 24 by Gregorio Uglioni
Every customer experience is the result of an operating model. But that’s not how we’re approaching it. Greg Uglioni explains why we’ve been focusing on the wro
Why AI agents won't fix your decision-making (and 3 things that will)
August 20 by Sue Duris
As Gartner predicts 50 percent of business decisions will be automated by 2027, Sue Duris sets out three things you need to do to trust the output
