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.
How APAC brands are using AI to improve CX
June 13 by Jerome SmailBy combining natural language processing with machine learning and automation, CX practitioners throughout the APAC region are benefiting from the power of AI technology
The 6 biggest trends influencing customer loyalty in 2023
June 09 by Leila HawkinsThese are the key trends CX Network’s research has identified as having the biggest impact on customer loyalty this year
7 essential questions for a successful CX implementation
June 07 by Colin ShawColin Shaw explains why it is time to stop running and start focusing on the strategic questions that will define the future of CX
The changes and culture shifts driving innovation in CX and EX
June 07 by Alan PenningtonAlan Pennington explains how to drive significant innovation through a carefully curated series of smaller scale changes
Top fashion brands share their advice on digital CX and sustainability
May 31 by Chloe ChappellFind out how H&M and Boden have embraced a digital CX approach to improve customer experiences and sustainability concerns within the fashion industry
It’s time for customer journey mapping to have a 2.0 reboot
May 11 by Alan PenningtonAlan Pennington explains why process, employee and customer journey mapping requires a reboot
3 lessons in channel management from Customer Communications 2023
May 10 by Adam JeffsWhy your brand needs to offer a digital front door in 2023 and which contact channels to keep an eye on
The A-Z of creating modern customer personas
May 05 by Jeannie WaltersJeannie Walters explains how CX leaders can use AI and sentiment analysis to develop more accurate personas and personalized journeys
How digital-first CX drives engagement and loyalty
May 04 by Melanie MingasAs more customer journeys become digital-first, CX Network examines how organizations can manage and orchestrate the customer journey between channels
Why businesses are putting privacy concerns at the heart of their operations
May 03 by Chloe ChappellCX Network’s All Access Customer Communications Management brought together leading CX experts to discuss solutions to privacy, trust and data concerns
How Superdrug is pioneering the phygital retail experience
April 26 by Melanie MingasSuperdrug’s Matt Walburn explains the chain’s ‘online + offline’ omnichannel platform strategy
Why customer segmentation is so important for brands in 2023
April 24 by Adam JeffsLearn how identifying high-value customer segments can benefit businesses in the long term