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, A guide to measuring the ROI on AI-powered CX and The predictive CX guide.
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
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
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
Walmart’s AI “super agents” to improve customer experience
August 01 by Amelia Brand
Discover the impact Walmart's new AI "super agents" will have on employees and customers
Michael Kors applies AI to improve KPIs
August 01 by Francesca Di Meglio
Find out about how Michael Kors applies AI to improve KPIs and metrics like average handle time (AHT)
Meeting increasing customer expectations with agentic AI
July 29 by CX Network
Learn about agentic AI, artificial intelligence, and its ability to meet increasing customer demands
Singapore Airlines elevates its CX strategy with Qualtrics
July 22 by Amelia Brand
Learn how Singapore Airlines will transform how they collect and process customer feedback by partnering with Qualtrics
The predictive CX guide
September 24 by CX Network
We explore the tools and methods behind predictive CX and how to use predictive analytics to improve customer experiences
The ethical AI guide for customer experience
September 24 by CX Network
A guide to ensure your use of AI is responsible and fair
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 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
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
