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.
5 tips on using generative AI for CX – without detrimental mistakes
October 04 by Andrew KokesAndrew Kokes covers the best practice that needs to be considered to avoid making detrimental mistakes with generative AI
Orchestration is your control center for digital CX: 5 steps for success
October 04 by Andrew CarothersAndrew Carothers, senior digital experience leader for Cisco, outlines five steps to successfully orchestrating CX
How generative AI is changing the rules of consumer engagement
October 02 by Stuart CrowleyStuart Crowley outlines seven ways to use generative AI for customer engagement
How Harrods gained customer insights to boost its loyalty program
October 02 by Leila HawkinsHarrods’ new data strategy uses machine learning to gain insights, underpinned by automation
Are you truly customer-centric or just pretending?
September 28 by Emmanuel ObadiaDriving customer-centricity with an account-based marketing strategy and AI
Authenticity in experience: The X Factor for business growth?
September 28 by Colin ShawIn the realm of customer experience, inauthenticity is a deal-breaker. Beyond Philosophy's Colin Shaw explains.
5 crucial steps for implementing a Voice of the Customer (VoC) program
September 26 by Rhiannon Chandler-DayHow to implement a successful Voice of the Customer program in 5 steps
Creating next-level EX: How technology is fueling a change in mindset about workforce management
September 21 by Mitch ToddMitch Todd, product marketing manager for NICE, shares the crucial steps businesses can take to empower contact center teams and drive efficiency
3 steps to gaining stakeholder support for your CX data initiative
September 18 by Chloe ChappellThe essential steps to securing buy-in for your customer data analytics project
7 ways companies are using generative AI in customer experience
September 12 by Leila HawkinsCoca-Cola, Expedia, Duolingo are among the companies using generative AI to boost customer engagement. Here are 7 examples.
How APAC brands are future proofing their CX strategies
September 12 by Jerome SmailA round-up of brands offering digital-first, personalized experiences that are fit for the present and beyond
The power of personalization: Leveraging data analytics for customer-centric experiences
September 06 by Olga PotaptsevaCXpanda’s Olga Potaptseva explains why hyper-personalization is the future of CX – and how to leverage data analytics to deliver it