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.
Have your say on the state of CX in 2027
March 10 by CX Network
CX Network’s annual survey is live and offers respondents the chance to win a $200 gift card
Every CX start-up funding deal you need to know: October 16
October 16 by CX Network
Your weekly funding round-up tracking the CX and service start-ups investors are backing
The loyalty paradox: Why customers trust their own AI, but fear yours
October 14 by Behnam Behzadyfar
Behnam Behzadifar explains why organizations need to re-position AI systems that carry real-world impact for consumers, to ensure trust and loyalty are not com
6 AI challenges for CX to tackle in 2027
October 13 by Melanie Mingas
What CX and service leaders should prepare for when it comes to AI in 2027
Chatbot disclosure laws: How California and Europe are changing conversational AI
October 12 by CX Network
From Europe to California, regulators are keen to enforce new rules on chatbots. CX Network finds out what the latest regulations mean for conversational AI
CX Day is over. Now finish the year strong.
October 08 by Jason Bradshaw
Jason Bradshaw sets out three CX upgrades you can start before the end of the year that customers and team members will actually feel
The CX engineer: The role customer experience teams need next
October 07 by Bill Staikos
Bill Staikos explains how CX can solve its execution problem with a role that delivers outcomes, not insights
9 ways CX will change in 2027
October 06 by Melanie Mingas
2027 is on the horizon and it’s giving low-fi and human-led. Find what practitioners say is on the cards for CX next year
Responsible AI vs. AI governance: What CX professionals need to know
October 05 by Sue Duris
When AI gets it wrong, the consequences land on the customer, which means CX must be at the table when governance is designed
What does the future of customer insights look like in an AI-driven world?
October 01 by Chloe Chappell
Everything that happened at All Access: The Future of Customer Insights 2026
Leveraging the post-sale journey to perform better in AI search
September 30 by CX Network
Discover five strategic fixes for your post-sale journey that can support higher AI search rankings
5 dimensions for analyzing human and AI agent performance
September 28 by Dave Rennyson
The dimensions you should measure to determine which calls your human or AI agents should be handling
