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.
85% of customer service leaders to pilot conversational generative AI in 2025
December 14 by Amelia Brand
Customer-facing generative AI is taking off, but it requires new skills and a problem-solving approach to challenges
CX Trends 2025
December 19 by CX Network
How to leapfrog from CX traditionalist to CX trendsetter, and the benefits it can bring for your organization
5 Generative AI risks in CX and EX: Build or buy
December 12 by CX Network
Discover how to successfully, securely and confidently realize generative AI’s full potential for your businesses
Revolutionizing CX with AI: Insights for Success
December 04 by CX Network
Toussaint Celestin, the Principal Product Marketer for AI platform & industry solutions at Talkdesk explains how to leverage AI for personalized, omnichannel CX
3 steps to AI success for 2025
December 02 by Melanie Mingas
From the tech to the team buy-in, Ekaterina Mamonova explains how to approach neuro-responsive interfaces, cognitive CX platforms and SaaS
Have your say on the Global State of CX in 2025
November 25 by CX Network
Share your experiences with CX Network and help our wider community understand what's happening and what the future of CX is likely to hold
Artificial Intelligence in CX: A CX Network guide
September 26 by CX Network
Everything you need to know about AI in CX, from its key capabilities to how your peers are investing
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 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
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 ethical AI guide for customer experience
September 24 by CX Network
A guide to ensure your use of AI is responsible and fair
4 retail brands in APAC using tech to enhance CX
October 25 by Jerome Smail
Discover how grocers, DIY stores and beauty brands are upgrading their customer experience with the latest digital tools
