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.
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
AI search and loyalty: Why the first question matters more than the last purchase
January 22 by Anjali Jain
Anjali Jain explains how AI search is changing customer journeys and loyalty and what CX leaders need to prioritize when journeys start with questions
Consent: The next trust challenge for AI in CX
January 15 by Ashlea Atigolo
As AI changes how, where and why we collect customer data, Advisory Board member Ashlea Atigolo explains what it means for consent and trust
The new frontline of retail CX and how AI is shaping customer communications
January 14 by Sophie Cheng
Sophie Cheng explains why retailers should use MCP servers to reach new heights in customer service as AI embeds deeper into how customers interact with brands
Google launches suite of agentic commerce tools for customers and retailers
January 13 by Melanie Mingas
Google unveils new open standard for agentic commerce, alongside Search-based agents, and AI Mode shopping discounts
How to get started with AI in highly regulated industries
January 13 by Melanie Mingas
From governance to trust and operationalization, Mrunal Gangrade, VP at JPMorgan Chase & Co, tells CX Network how to get started with AI
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
The CX Network guide to agentic commerce and generative AI shopping
January 23 by CX Network
Find out how the new generation of AI-powered shopping features are re-writing the rules of customer journeys and brand visibility
