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.
5 Things to know about the state of CX in 2026
April 01 by Melanie Mingas
AI is making its biggest impact in operations, but customers trust their AI more than yours
CX is chasing ROI – but still thinking reactively
March 31 by Jeannie Walters
Jeannie Walters reflects on trends everybody was talking about at Qualtrics X4 Summit 2026, which took place in Seattle in March 17-19
AI and customer trust: Reflections from CCW 2026 Sydney
March 25 by Claire Cunningham
AI is accelerating. Trust is lagging. It’s up to us to set the speed limit and road rules, Claire Cunningham writes.
The top 50 AI leaders in CX to follow in 2026
March 24 by CX Network
CX Network's top 50 leaders making an impact on AI in CX this year that you should be following
The AI readiness gap: Why CX leaders hold the key to successful AI implementation
March 24 by Sue Duris
Sue Duris presents an organizational readiness self-assessment for deploying AI and outlines five readiness dimensions to include in your plan
The persona problem: What agentic AI exposes about our favorite CX tool
March 23 by Katja Forbes
Katja Forbes explains why CX needs to think in terms of customer types, not personas, in the Age of Machine Customers
How CVS Health created an always on customer using agentic twins
March 16 by Melanie Mingas
How CVS Health switched from VoC surveys to agentic twins modelled on 2.9 million real customer data points
The identity-first approach to improving CX and marketing ROI in 2026
March 12 by Mrinalini Chowdhary
Identity resolution is the key to ensuring CX makes sense, particularly when AI is involved. Mrinalini Chowdhary explains
How to invest to capitalize on four top CX trends
March 11 by Melanie Mingas
How practitioners can allocate their CX budget to leverage four key CX trends
Key insights from All Access: AI Revolution in CX and Contact Centers
March 10 by Georgina Wilczek
Discover how speakers explained AI is rapidly reshaping CX and contact center operations in APAC
The invisible shelf: How GEO is revolutionizing customer experience perceptions
March 09 by Steve Fairhurst
Marketing guru Steve Fairhurst explains why, fundamentally, GEO is a customer experience problem in disguise
Loyalty program fraud: How points can become a shadow currency
March 05 by Alex Vakulov
Alex Vakulov explains how bad actors hijack loyalty points to commit fraud – and what your organization can do to prevent it eroding customer trust
