The future of customer service work: How AI agents change the workforce

November 11 by CX Network

Explore how AI agents are reshaping customer service roles and skills, and what this means for workforce planning, staffing and reskilling.

Artificial Intelligence in CX

Voice AI agents: What CX leaders have to solve before go-live

October 22 by CX Network

How to build the internal case, clear legal and security reviews, test vendors, and prepare your team for go-live.

Customer Experience

Qualtrics leverages Press Ganey's data for healthcare debut

September 23 by CX Network

Medical stethoscope and laptop on a white desk, symbolizing digital health solutions.

New solution is built on world's largest proprietary experiential dataset and world's largest healthcare experience dataset

Customer Experience

6 Global banks collaborate on “principles for trusted agentic commerce”

September 23 by CX Network

Low angle view of skyscrapers against a clear sky in a bustling urban area.

Consortium of banking giants publish joint principles on responsible development of agentic commerce

Customer Experience

Agentic AI takes off at Jet2 as Adobe partnership personalizes CX for 10 million customers

September 22 by CX Network

Jet2 airplane on the runway with buildings in the background on a sunny day.

Jet2 creating unified view of 10 million customers to deliver personalized CX across channels

Customer Experience

How online review trends reveal what customers expect from brands

September 22 by Joanna Clark-Simpson

Minimalist photo of four wooden star shapes arranged on a navy blue surface.

Joanna Clark-Simpson sets out four ways brands turn bad reviews into customer trust

Events

Oct
05 - 07 CCW Europe Summit

Oct
13 - 14 Mastering CX: AI Agents 2026

Oct
13 - 16 CX BFSI USA Exchange (East)

Oct
22 Voice AI agents: What CX leaders have to solve before go-live

Oct
27 - 28 CX Healthcare East Exchange

Nov
02 - 04 CCW UK Executive Exchange

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CX Network's Advisory Board features industry experts and specialists who come together every quarter to discuss trends and challenges in the customer experience space and help guide our original research and content.

Bryce Ackerman

Internal workforce management consultant

Roche

Nicole Cable

Chief people and experience officer

C3 Health

Mrunal Gangrade

VP software engineering

JP Morgan Chase & Co

Claire Hill

Retail director

Amplify 5

Ebrahim Hyder

VP, customer care

Michael Kors

Rufus Kahler

Head of product design, content and research

Back Market

Andrae Kirkland

Tech program management

Block, Inc

Mark Levy

CEO. author

MaxxoMedia

Eelko Lommers

Director of customer experience design

zooplus

Ekaterina Mamonova, CCXP

Global head of broker proposition

Liberty Specialty Markets

Dominik Olejko

CX & Loyalty expert

Montserrat Padierna

Customer knowledge and experience lead

Walmart Canada

Vinay Parmar

CEO and founder

Dhruva Star

Aurelia Pollet

VP, customer experience

CarParts.com

MQ Qureshi

Principal, MD of digital product

Allstate

Jorie Sax

Head of Innovation Lab

United Airlines

Saki Takeda

Director of product management and customer servic...

Netflix

Joshua Tye

Vice president of customer experience technology a...

Western Union

Hemang Upadhyay

Sr. Manager - Product Management (AI)

LG Electronics USA

Philip Wilkinson

Senior director omnichannel experience and commerc...

Kellanova Europe

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The future of customer service work: How AI agents change the workforce

Voice AI agents: What CX leaders have to solve before go-live

Qualtrics leverages Press Ganey's data for healthcare debut

6 Global banks collaborate on “principles for trusted agentic commerce”

Agentic AI takes off at Jet2 as Adobe partnership personalizes CX for 10 million customers