Industry Leading Content

The Global State of CX 2025 Report, researched by CX Network in partnership with 200+ CX experts worldwide, is your essential guide to the trends, challenges, and opportunities shaping customer experience today. Packed with exclusive data and actionable insights, this report helps you benchmark your strategy, identify growth opportunities, and prepare for what’s next in CX.

Get an insider’s look at CX USA Exchange - the exclusive event for senior CX leaders. Discover who attends, what’s discussed, and why this unique format delivers real outcomes. Inside the download: event overview, attendee profile, featured speakers, agenda highlights, how the Exchange works, and real testimonials. Download to see why CX leaders choose the Exchange for meaningful, high-impact collaboration.

Get an insider’s look at the conversations shaping the future of customer experience. The CX USA 2025 Post-Event Report captures the key insights, strategies, and trends shared by top CX leaders across banking, insurance, retail, and tech. Get highlights from keynotes, panels, and workshops, plus exclusive perspectives on the future of customer experience in an AI-driven, hyper-personalized world.

Download the CX Network’s Global State of CX 2024 report to discover how generative AI, data and customer demands are shaping CX in 2024.

Customer support is more than just a service channel - it’s a defining element of the modern customer experience. In an era where loyalty is fleeting and competition fierce, brands that invest in intelligent, empathetic support stand out.

Why Neglecting Customer Support Could Be Undermining Your CX Strategy explores the strategic value of customer support as part of an integrated CX strategy. Discover how leading organizations are striking the right balance between human connection and automation, leveraging AI and emerging technologies to build smarter, more efficient support ecosystems that reduce churn and boost satisfaction.

Read now to uncover:

• How customer support drives long-term loyalty and retention
• Best practices for blending human service with AI automation
• The technologies shaping the next generation of CX

Differentiate the CX proposition by getting to know customers better, with insights from Nike, TravelPerk, Oxfam and MaineHealth.

In July 2022, CSG commissioned Forrester Consulting to evaluate how an enterprisewide CX strategy enables companies to be more customerobsessed and drives success for the customer, the employee, the industry, and the business. Forrester conducted an online survey with 484 global decision-makers in CX, operations, and marketing roles to explore this topic.

IKEA are constantly adapting their customer experience strategies to suit the evolving consumer, including a rethinking of their traditional store, introducing digital avatars, and using AI to meet consumers where they want to be met. IQPC Exchange talked to Donna Moore, Country Digital & Business Development Manager, to find out more, download the full interview.

An exclusive interview with Lyndsey Edgar, VP of Operations at Monzo Bank, exploring Monzo's operations during the pandemic, the benefits of implementing CX culture across an organisation, and predictions in CX for 2023.

In this exclusive interview, Horst discusses his inspiring story of how he moved from Hyatt to build Ritz-Carlton, as well as touching on employee engagement and lifetime values of customers.

Horst will be giving a keynote speech at the Customer Experience Exchange USA at the luxury Château Élan Resort (May 29-30, Georgia). The Exchange will bring together 80 VPs and Directors of Customer Experience, Loyalty & Digital Strategy from North America’s most successful and well known retail, travel and hospitality organizations to address the biggest CX challenges facing these industries in 2019 and beyond.

Creating a holistic, single view of your customer is impossible if your organization is siloed. And with 40% of companies globally saying each department has its own agenda, this is a problem that companies need to tackle to be able to execute a successful mobile strategy. Check out Syniverse’s new infographic, “Hyper-Relevancy: Driving Growth in the Age of Digital Transformation,” to discover these insights:

• The customer experience implications of a siloed organization
• Which types of communications your customers want from you
• How to deliver personalized, timely, and trustworthy interactions

This exclusive case study presents how iconnectu is forming a foundation for success. For every new ICUCare client the company brings on, they sponsor a child on their behalf through World Vision. With their unique business model, iconnectu is not only helping the businesses grow organically but also contributing to the reduction of the extreme poor around the globe by supporting agents of change dedicated to excellence and efficiency of funding.

Nick Mercer, Commercial Director, Eurostar, prides himself on delivering the very best level of service possible. Here, Nick outlines how Eurostar’s market research translates into real customer results.

Quantum Metric’s key differentiation is our primary focus on quickly and simply identifying online customer frustration and quantifying the financial impact of that frustration. Where other solutions may collect data or enable session replay, Quantum Metric has taken the next step in the analysis of customer experience to provide visibility around which customers are struggling and the reasoning behind why they are struggling. Download the full interview to discover more!

Mariana Machado, Customer Behaviour Director, Accor Hotels talks about the importance of using customer data when predicting behaviors within hospitality. An effective data strategy means that the CX strategy can be differentiated and personalized to each customer.

Created ahead of the Customer Experience Exchange for Retail, this exclusive report delves deep into organizations that are focused on their journey to customer excellence, together with thought leadership about where the industry is headed, and what you can do to help safeguard your strategies for the future with insights from some of the top retailers and analysts from across America including Amazon, Jets, Levi’s, Mrs Field and more!