CX Case studies: Learn how the best improve CX
CX Network's customer experience case study hub is a library of CX and service success stories, told by practitioners who have faced – and overcome – some of the most persistent and impeding challenges in CX.
This peer-to-peer learning resource includes examples from experience design teams, contact centers, insights and analytics functions, VoC specialists, AI leaders and CX program directors, who have achieved targets and driven measurable improvements for their customers and organizations.
Whether you're a CX director building a business case, a contact center manager looking for fresh wins, or a service leader benchmarking against your competitors, you will find stories that resonate and results you can learn from.
For video case studies from our virtual events, visit CX Plus
Jet2 and Adobe personalize CX for 10 million travelers
September 22 by CX Network
Jet2 creating unified view of 10 million customers to deliver personalized CX across channels
Fresha goes conversational with native Claude and ChatGPT integration for beauty bookings
September 09 by CX Network
Claude and ChatGPT granted access to Fresha's salon and spa listings, allowing consumers to search in natural language rather than filters
How Oura's new CX metric is redefining CX observability ahead of a potential IPO
September 03 by Melanie Mingas
Oura’s VP of MX John Moses, explains how he transformed the member experience then created a new metric to measure it
How Uber decides the 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
Service secrets from an app with 125m downloads
July 02 by CX Network
The creator of an app with 125 million downloads explains how to craft simple and effective service journeys
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
5 Brands taking physical retail to the next level
June 19 by CX Network
From VR to third spaces and energy efficient lighting, find out how three brands are improving in-store CX
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
