Case studies of AI in CX
Artificial intelligence (AI) in customer experience (CX) is becoming more ubiquitous. As AI in CX revolutionizes the way businesses interact with customers, leaders are looking for solutions. They want to see evidence that AI in CX has strong return on investment (ROI). Case studies of AI in CX are a great way to show that the tools have value and can help people solve common problems.
For more insights on how AI is changing CX, visit our Artificial Intelligence hub and check out our guides on AI in CX, chatbots, personalization, ethical AI guide, generative AI, and agentic AI. We also have guides on measuring the ROI on AI-powered CX, predictive CX, and generative AI shopping and agentic commerce.
What role should AI play in a decision system?
September 01 by CX Network
Uber’s Ekaterina Mironova explains how the global tech firm uses AI to make better decisions
The Back Market story: Building customer trust in a low-frequency purchase category
August 17 by CX Network
How a digital-first brand in a "trust-deficit" category beat the odds on customer trust
How TikTok Shop cut ticket resolution time by 150%
August 13 by CX Network
Find out how an AI-powered workflow with a two-way framework transformed response times for merchants and customers
Inside PowerPay: Using AI agents to amplify not replace humans
August 03 by Melanie Mingas
Fintech founder and CEO Mike Petrakis explains where AI's speed advantage directly translates into better CX
Using LLMs to create a collaborative journey vision
July 23 by Melanie Mingas
Service design specialist Olivia Lucas explains why she turned to vibe coding to communicate a UX upgrade
How Cuyana scaled a luxury service experience to reflect its brand values
July 01 by Melanie Mingas
How luxury brand Cuyana scaled its service experience to meet the needs of a rapidly growing customer base
AI search for real estate: How France’s Orpi is driving the conversation
June 16 by Melanie Mingas
Discover how and why real estate network Orpi linked its catalog to AI search engines
Diesel and Marni parent group rolls out Virtual Try-On experience
May 07 by Melanie Mingas
New digital feature allows customers to visualize exactly how specific items will look and fit, before they visit store
Macy's AI shopping assistant drives 400% spending surge
April 07 by Amelia Brand
Personalized AI assistant at Macy’s increases basket size and shopper engagement
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
How 9 APAC countries are regulating the use of AI
January 12 by Jerome Smail
Nine ways AI is regulated and legislated across the Asia-Pacific region to build trust and transparency and tackle misinformation, bias, and hallucinations
5 ways conversational AI will impact customer service in 2026
December 26 by Amelia Brand
Discover 5 ways conversational AI is transforming customer service in 2026!
