Articles
CX Network keeps you up to date with the challenges, trends and disruptions in experience management. We are devoted to keeping senior stakeholders abreast of the latest and most topical customer experience and service developments by providing relevant, timely and actionable industry insights for global CX practitioners. View our latest articles below.
The customer of 2026: What you need to know to drive loyalty
December 05 by Melanie Mingas
Discover the leading developments driving customer sentiment and behavior trends to drive stronger loyalty with your customer base
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
Top 40 future of CX leaders to follow in 2026
December 02 by CX Network
Meet the 40 future CX leaders defining innovation, AI, and customer experience in 2026
The customer behaviors guiding CX strategy in APAC in 2025
December 01 by Jerome Smail
Discover which five customer behaviors are influencing CX practitioners the most
12 things your next CX strategy needs to cover
November 28 by Melanie Mingas
As we take stock of 2025 and plan for what’s ahead, our expert panel of CX specialists suggest 12 things CX practitioners need to keep in mind for their next st
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
Customer experience is the next product: Startups can’t afford to treat CX as support
November 19 by Ekaterina Mironova
There's a blind spot in how companies big and small see product and experience. Ekaterina Mironova explains
Micro‑moments to macro impact: How hyper‑personalized gamified loyalty is changing the game
November 19 by Mrinalini Chowdhary
Loyalty is changing; from transactions to long-term relationships, brands are shifting the mindset that keeps customers engaged. Mrinalini Chowdhary explains
Navigating the complexities of multilingual CX in a globalized economy
November 18 by Gurpal Singh
Gurpal Singh explains how brands can connect across borders and listen with empathy by embracing multilingual CX
