News
CX Network is an online news source for senior customer experience leaders across the globe who leverage support services, technology, data analytics and best practices to improve customer experience. We deliver the most up-to-date customer experience news, thought leadership and analysis. Find our latest news stories below.
What Amazon’s tariff debate with Trump means for CX
April 30 by Amelia Brand
Amazon’s tariff controversy shows how political pressure can reshape CX decisions
M&S cyberattack exposes gap in CX strategy
April 29 by Amelia Brand
M&S cyberattack halts services and strains CX. Can the retailer rebuild trust after digital disruption?
Qualtrics charts the future of XM with AI-powered “Experience Agents” at X4 2025
April 24 by Amelia Brand
Qualtrics launches AI "Experience Agents" at X4 2025, shaping the future of experience management
Chatbot hallucination at Anysphere sparks customer backlash and subscription cancellations
April 24 by Amelia Brand
Anysphere under fire after a chatbot hallucination invents a false support rule
Amazon CEO: "AI is reinventing CX"
April 18 by Francesca Di Meglio
Discover the warning Amazon CEO Andy Jassy has about artificial intelligence in customer experience
JPMorgan Chase sues customers for fraud
April 17 by Francesca Di Meglio
Learn about the case of JPMorgan Chase suing customers for fraud after an infinite money glitch viral post
Generative AI drives web traffic spike for retailers in US
March 25 by Melanie Mingas
From chat interfaces to bargain hunting, customers are increasingly turning to generative AI when shopping online
Klarna closer to IPO as AI and automation boost pays off
March 17 by Melanie Mingas
After using AI to reduce headcount and use of external vendors, Klarna has filed for its IPO
Can Honor’s deepfake detection restore customer trust in AI?
March 14 by Amelia Brand
Honor’s AI deepfake detector verifies content in six seconds, boosting customer trust while keeping data private
Trump versus Consumer Protection
March 03 by Francesca Di Meglio
Consumer protection and customer experience are taking hits in the second Trump administration in the US
Shein IPO hits another hurdle as company value slides
February 26 by Melanie Mingas
After months of delays and headlines, new profit figures mean Shein could be forced to cut its valuation by up to 50 percent
Is the Disney customer experience in crisis?
February 21 by Francesca Di Meglio
Are Disney execs "addicted to price hikes"? CX Network looks at how recent changes at the entertainment giant's parks are changing its target customer base
