Artificial Intelligence in CX
Artificial intelligence (AI) is transforming customer experience by revolutionizing how businesses engage with their customers. AI-driven CX leverages advanced technologies like natural language processing (NLP) and machine learning (ML) to deliver personalized and efficient customer interactions.
By harnessing AI, businesses can automate routine tasks such as handling basic customer inquiries or processing orders, freeing up human agents to focus on more complex and value-added activities. This automation not only reduces operational costs but also ensures consistent and rapid responses to customer queries, ultimately enhancing the overall customer experience. Furthermore, AI-driven analytics provide valuable insights into customer behavior and preferences, empowering businesses to anticipate needs and deliver targeted solutions.
From chatbots to data analysis, the resources below cover how AI is advancing personalization, business operations and loyalty in CX. CX Network also has a series of guides related to AI, including: AI in CX: A CX Network guide, The ethical AI guide for customer experience, The complete guide to generative AI for customer experience, What is agentic AI? A CX Network guide, A guide to measuring the ROI on AI-powered CX, The predictive CX guide and the CX Network guide to generative AI shopping.
Generative AI used by more than one third of people across OECD
February 09 by Melanie Mingas
Growing use of AI among individuals creating urgency for organizations to redesign journeys, websites, and service flows for machine customers
AI readiness earns CX a seat at the boardroom table
February 11 by Camila Ferreira
Camila Ferreira explains why you don’t need to be deploying technology to get a seat at the table, but you do need to make smart investment decisions
Agentic Agility: The new ‘normal’ for CX in 2026
February 09 by Steve Fairhurst
We all understand how agentic commerce will change the game. But how does that impact on the customer experience? Marketing expert Steve Fairhurst explains
5 benefits of AI in the contact center
February 04 by Jerome Smail
We look at what Singtel, Telstra, Rakuten Mobile and others are doing to advance their contact hubs with AI
Moltbook’s impact on CX explained
February 03 by Melanie Mingas
Discover why the social network for AI agents could cause havoc for CX, service, customer trust and security
The moment AI decides in CX and why leaders still own the outcome
February 02 by Ashlea Atigolo
Agentic systems may make decisions, but somebody must still be accountable – and if it’s customer-facing, accountability lies with CX. Ashlea Atigolo explains
Nominations now open: CX Network’s top AI leaders in CX 2026
January 31 by CX Network
Submit your nomination for the most influential AI leaders in customer experience
The predictive CX guide
September 26 by CX Network
We explore the tools and methods behind predictive CX and how to use predictive analytics to improve customer experiences
The complete guide to generative AI for customer experience
September 25 by CX Network
CX Network’s guide to generative AI, how it benefits CX and how to implement it
A guide to measuring the ROI on AI-powered CX
September 24 by CX Network
CX leaders from CX Panda, CXPA Finland, Cantonal Hospital of Winterthur and Sprinklr explain how to measure the returns on your top tech investments
The ethical AI guide for customer experience
September 24 by CX Network
A guide to ensure your use of AI is responsible and fair
Artificial Intelligence in CX: A CX Network guide
August 24 by CX Network
Everything you need to know about AI in CX, from its key capabilities to how your peers are investing
