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.
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
Why accessibility still needs an internal advocate: Lessons from Deutsche Bank Singapore
August 19 by CX Network
Deutsche Bank's Alan Pek on why inclusive CX and EX still depend on internal champions, even as global regulations tighten
The Back Market story: Building customer trust in a low-frequency purchase category
August 17 by CX Network
How a digital-first brand in a "trust-deficit" category beat the odds on customer trust
The five-minute handoff: Set the standard for AI-to-human transfer in service
August 10 by Hemang Upadhyay
AI agents are bringing omnichannel’s oldest problem back. Hemang Upadhyay explains what should happens when automation stops
AI to augment human roles and elevate experience: Practitioner insights from All Access Future Contact Centers 2026
July 31 by Chloe Chappell
Find out what CX leaders at our annual event said about AI’s real value in the contact center
5 Lessons on contact center AI from the companies developing it
July 31 by Chloe Chappell
What we learned from solution developers and providers at All Access: Future Contact Centers 2026
How to identify, tackle and avoid intent drift in AI
July 30 by Melanie Mingas
Seven jargon-free steps, recommended by experts and applicable to any organization
Prompting 101: How to talk to AI
July 28 by Melanie Mingas
From context to prompt chaining, discover the secrets to successfully prompting AI tools such as Claude, ChatGPT, Perplexity and Gemini
8 Essential steps to take when preparing data for AI
July 27 by Melanie Mingas
From meta data to access boundaries, CX Network rounds up the key actions required to ensure AI will perform as required
