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.
AI in CX case studies
August 07 by Francesca Di Meglio
Learn from AI in CX case studies, examples of applying artificial intelligence at major brands
10 trends changing CX in 2025 and how to embrace them
August 06 by Melanie Mingas
From loyalty to EX and AI, CX Network looks at the major trends changing CX in 2025 – and how practitioners are working to embrace them
Virgin Money implements conversational banking
August 05 by Francesca Di Meglio
Learn about how Virgin Money is implementing conversational banking by leveraging AI to improve CX
How APAC practitioners are building their CX strategy in 2025
August 04 by Jerome Smail
Learn about how APAC leaders are building their CX strategy, according to the Global State of CX 2025
9 Essential steps to CX maturity
July 31 by Melanie Mingas
With only 16 percent of network members describing their organization’s CX management strategy as mature, CX Network looks at what it takes to excel
The future contact centers are unrecognizable thanks to AI
July 25 by Chloe Chappell
Learn about how artificial intelligence (AI) is revolutionizing the future contact centers
How the customer of 2025 feels about sustainability
July 23 by Melanie Mingas
Find out about five actions your organization can take to engage customers around sustainability
5 Things to know about the state of CX in APAC in 2025
July 22 by Jerome Smail
Discover the findings of the state of CX Asia-Pacific (APAC) n this transformative era
Conversational banking: Financial services' gateway to AI-driven CX
July 18 by James Doherty
Find out why conversational banking is a foray into artificial intelligence (AI) for financial services
What is the difference between customer service and customer experience?
July 18 by Amelia Brand
Learn about the differences between customer service and customer experience, including their roles in the customer journey and how they're evolving
AI Appreciation Day for customer experience leaders
July 16 by Francesca Di Meglio
Learn about what AI Appreciation Day means for customer experience (CX) leaders
Swiss Air applies artificial intelligence to inspire travelers
July 11 by Francesca Di Meglio
Find out how Swiss Air applies artificial intelligence (AI) to inspire travelers during booking
