AI Appreciation Day for customer experience leaders

AI Appreciation Day is July 16, a time to show gratitude for the benefits of artificial intelligence (AI) and consider the future of the technology and the impact it will have on humankind, both at home and at work. CX Network has been at the forefront of sharing news and trends related to AI in CX. 

Discover some of the most informative content on how AI is transforming CX: 

The global state of CX 2025 

The global state of CX 2025 is the CX Network's annual deep dive into the trends shaping the industry. The survey of CX leaders helps readers understand what's propelling CX forward and which technologies are investment priorities. In 2025, AI was in the name of half of the most popular trends named by respondents.  In the report, completed in partnership with Coveo, readers learn the results of the survey and can gain insight from thought leaders and case studies that demonstrate how to link CX to business growth and show the connection with AI.

Artificial intelligence in CX: A CX Network guide

In this guide to AI in CX, readers learn about the technology with details on applications throughout the customer journey. It includes information about how to use AI to improve marketing and sales, decision-making and customer support. The guide also features contemplation of the future, some data showing the interest in AI growing and more specifics on applications in CX. 

Complete guide to generative AI for CX

Most people, who are not technical, gained interest in AI when generative AI sparked the imagination. OpenAI released ChatGPT as a prototype on November 30, 2022, and it almost immediately gripped the attention of users. This was the turning point, when even laypeople began to experiment with the advanced technology. Since then, the technology has swept many aspects of business, including CX. Those aiming to support customers are applying generative AI for knowledge sharing, deploying virtual assistants and chatbots and automating parts of their service in contact centers.

In this guide on generative AI, readers learn about large language models (LLMs) with an emphasis on the differences between generative AI and other forms of the technology. Understand the basics of chatbots, virtual assistants, voice assistants and personalization engines. Get step-by-step instructions on how to implement gen AI in CX. 

A guide to measuring ROI on AI-powered CX

When people invest in new technologies, they want to understand the return on investment (ROI). This is especially true with AI because it has swiftly become ubiquitous, and it can be difficult to judge clearly in the rush to stay on the cutting edge. This guide features insights from CX Panda, CXPA Finland, Cantonal Hospital of Winterthur and Sprinklr. They explain how to measure success. They include both indirect and direct returns and the data points to identify and assess. In addition, readers get a glimpse at the AI projects that are delivering the strongest returns. 

The ethical guide for AI customer experience

Many people are wary of AI and with good reason. It's a new technology for most non-technical leaders. It's quickly advancing, which means it is difficult to track consistently. There have been issues like bots going rogue. For CX leaders, ethics is top of mind because it is part of the trust-building exercise that is required. Customers will not continue to support a company they do not trust. Learn best practices for using AI in CX responsibly. In this guide to ethics, get advice on transparency, bias mitigation, regulations and compliance and data privacy. 

The customer experience guide to chatbots

Chatbots enable organizations to provide 24/7 customer support without concern for human schedules or the need for rest. They make contact centers run more smoothly because they can answer routine questions and resolve simple issues, leaving more time for human agents to handle more complex problems or those that require empathy. Read this guide to understand what chatbots can do, how to overcome common challenges related to using them and what to expect in the future. 

The practical guide to AI agents 

AI has grown more sophisticated and it is growing more autonomous. The arrival of AI agents is a game changer. The practical guide to AI agents, an easy-to-understand report, includes the different definitions of different forms of AI, ideas on how to apply AI agents and an explanation of the impact on contact centers and human agents. 

Quick links: 

• What is customer loyalty? The CX Network guide
• The CX Network guide to journey mapping, management and orchestration
• The CX Network guide to customer experience metrics