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.
U.S. Holiday season poised for positive results for retailers
December 20 by Shelley E. KohanShelley Kohan examines the elements fusing together to produce strong retail growth figures for this holiday season in the US.
Constantly reaching for more with customer experience
December 18 by Seth AdlerGreg Marion, VP Enterprise Senior Strategy Officer at USAA joins Seth for this week’s podcast to delve into the importance of adding value within the customer experience.
10 Ways companies create friction for customers
December 17 by Shep HykenShep Hyken, customer service specialist, keynote speaker and New York Times bestselling business author, digs into ten key ways businesses trigger points of friction for their clients.
Artificial intelligence: Genuine experience
December 14 by CX NetworkHere we analyse the insights from the 2018 Global State of Customer Experience report to understand how the artificial intelligence trend is growing.
A look back at customer experience in 2018
December 13 by Chanice HenryA review of how CX Network's predictions from last year actually played-out in the customer experience industry through 2018.
Customer centric data analysis
December 10 by Seth AdlerLaura Evans, Chief Operating Officer at Naked Wines joins Seth for this week’s podcast to delve into the importance of being customer centric in business.
Perfecting the digital cx for the connected customer
December 07 by Chanice HenryCX Network explores how to perfect digital customer experience strategies
Changing landscape of CX and EX is fueling business growth
December 05 by Vicky KatsabarisQualtrics has identified five ways to connect emp[oyee experience and customer experience for greater business outcomes.
The right way to measure customer experience
November 27 by CX NetworkCustomer experience speciallist Andrew Spanyi discusses the best way to measure customer experience.
Establishing a customer-centric culture
November 26 by Chanice HenryWe spoke to Anders Normann Director of Customer Experience at DSV about his journey driving change and a new focus within the 40 year old global transport and logistics provider.
People still want human contact, not just self-service
November 22 by Vicky KatsabarisVicky Katsabaris discusses recent research conducted by Qualtrics showing that Australian telecoms customers aren't completely on board with self-servicing yet.
CX Pro's Guide
November 20 by CX NetworkThis Guide seeks to educate the professionals charged with improving CX on how speech analytics can uniquely empower initiatives.