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.
Consumer confidence cracks
March 21 by Francesca Di Meglio
How CX can respond to egg prices, Trump's tariff war and the resulting drop in consumer confidence
Agentic AI solutions to up your CX game
March 19 by CX Network
As X2 and Enterprise Connect take place, CX Network rounds up four new agentic AI innovations changing CX
Omnichannel chaos: Why customers expect a seamless experience, but brands are falling behind
March 13 by Ekaterina Mironova
Discover how Sephora, Starbucks and KLM are setting the standards for seamless experience and how you can initiate an omnichannel transformation
From Taco Bell to DeepSeek: 4 ways AI is disrupting CX
March 12 by Melanie Mingas
Discover how new AI capabilities are changing customer engagement and CX technology investments
The experience cycle: How CX, EX and employee engagement create business success
March 06 by Thulani Mabuza-Ncube
The connections between CX and EX are clear, but many organizations still don’t fully leverage the benefits of the experience cycle
UnionBank’s omnichannel journey: Overcoming obstacles, delivering results
March 04 by Jerome Smail
Sam Tolentino explains how UnionBank of the Philippines embraced omnichannel service and delivered four key benefits to the organization and its customers
What we learned from All Access: Voice of the Customer 2025
March 03 by Chloe Chappell
Senior event producer Chloe Chappell covers the key takeaways from the two-day online webinar series
5 steps to maximizing generative AI with seamless integrations
February 28 by Nayan Teja
As Nayan Teja explains, a thoughtful, scalable and proactive integration strategy for generative AI is key to unlocking its potential
7 Contact center trends for 2025
February 28 by Francesca Di Meglio
Discover contact center trends for 2025, including artificial intelligence and customer-centric practices
Why mobile apps suck and how to fix them
February 26 by Jason Ten-Pow
With more people demanding a mobile-first experience, app performance matters. Discover what 1,000 consumers think of the experiences currently on offer
NSPCC optimizes call center resources with digital twin technology
February 25 by Melanie Mingas
UK charity optimizes resource planning processes to meet increasing demand for its services
Leverage consumer trends to enhance customer service processes
February 24 by Joanna Clark-Simpson
Joanna Clark-Simpson shares 5 ways service can improve inline with consumer expectations
