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 and The predictive CX guide.
How Lidl built a 92% accurate AI model to transform customer service
December 08 by Amelia Brand
How Lidl built Optimus, its 92percent accurate AI engine redefining grocery customer service
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 governance: A CX leader's guide to responsible AI implementation
December 04 by Sue Duris, MBA, CCXP
From governing third-party solutions to building AI literacy, organizations need to get their houses in order for AI. Sue Duris explains the key actions to take
Is AI is changing what CX means?
November 28 by Melanie Mingas
It’s changed everything else – is it now time to accept that the meaning of CX itself has been changed by the AI era?
Building trust in enterprise data: Why semantic layers are a must-have for robust customer analytics
November 27 by Sajal Rastogi
Sajal Rastogi, senior director of technology at Kyvos Insights, explains why a semantic layer is essential for accurate customer data use
The rise of autonomous, unified, and predictive CX in 2026
November 25 by Nayan Teja
To lead in 2026, your operating model must deliver adaptable, extensible, and context-aware experience ecosystems. Nayan Teja explains why
How generative AI search is changing the customer journey
November 21 by Darcy Alexander
Forget witty adverts and clever imagery - today, brands that sell online need to optimize for generative 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 24 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
