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.
Powering customer relationships with omnichannel: How energy providers meet demand
January 20 by Jason Ten-PowWith nearly one in three customers viewing their energy provider as a leading brand, there is much to learn about how this critical industry uses omnichannel to
How a TikTok ban could affect CX and business
January 17 by Sahil ShettyFrom the impact on influencer marketing to the legal and regulatory considerations, a TikTok ban could drastically change CX. Sahil Shetty explains
How Wendy’s is redefining CX using gen AI
January 17 by Amelia BrandExplore how Wendy’s utilizes generative AI to enhance CX, driving personalization, efficiency, and customer loyalty
Transforming complexity into growth: Solving what holds your business back
January 13 by Raluca BerchiuDiscover the four biggest roadblocks to true transformation – and how to overcome them
A ‘cut and paste’ mindset: The ultimate no-no for customer engagement
January 13 by Sam RichardsonEmail overload and generic responses are putting customers off. Twilio’s Sam Richardson explains how to master customer engagement in 2025
How Telstra fuels customer advocacy with its people-first culture
January 02 by Jerome SmailFrom active listening to personalized employee engagement, Telstra has employed several EX measures to empower teams to drive customer advocacy
6 ways healthcare brands achieve dominance through patient experience
December 23 by Jason Ten-PowWhat 1,000 consumers think of the top healthcare insurers, retailers and brands in the US and Canada
How business intelligence can revolutionize contact center performance
December 20 by Sahil ShettyExplore the advantages of business intelligence in the contact center, from enhanced personalization to optimized resource management
How 3 major brands used business intelligence to transform the contact center
December 20 by Sahil ShettyFrom finance to airlines, business intelligence can improve contact center operations for businesses in all industries
10 things to know about measuring and improving CX for brand growth
December 15 by Amelia BrandLearn how to measure and improve CX to create lasting memories and boost brand growth
The CX practitioner's intro to cyber security
December 13 by CX NetworkHow CX practitioners can secure digital customer journeys without adding friction
The future of customer experience: 5 key trends for 2025
December 13 by Ekaterina MironovaEkaterina Mironova explains how Amazon, Sephora, Patagonia and Zappos are embracing the future of CX - and how you can follow suit