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 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
The age of agentic loyalty: How Woolworths, Kmart and Bunnings are embracing the agents
July 24 by James McIntyre
James McIntyre explains why the next big shift for CX will be managing promise governance
The EU AI Act compliance checklist for customer service teams
July 22 by Amelia Brand
From August 2, 2026, EU AI Act rules apply to customer service AI. Use this compliance checklist to audit chatbots, disclosure, training and governance
Building context-aware customer service that works
July 20 by Sam Richardson
Twilio’s Sam Richardson explains where automation can make all the difference to customer trust
Why CX budgets are won at mid-year, not year-end
July 16 by Sue Duris
Five financial questions from the CFO that CX practitioners should be ready to address
Top 30 contact center leaders to follow in 2026
July 15 by CX Network
CX Network reveals the top 30 contact center leaders making waves in 2026 - see who made the list
Everything that happened at the CX Retail UK Exchange 2026
July 10 by CX Network
Catch up with the big developments shaping CX for retail specialists in the UK
