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.
Have your say on the Global State of CX in 2025
October 17 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
AI in CX: A CX Network guide
September 14 by CX Network
Everything you need to know about AI in CX, from its key capabilities to how your peers are investing
The complete guide to generative AI for customer experience
September 14 by CX Network
CX Network’s guide to generative AI, how it benefits CX and how to implement it
The predictive CX guide
September 14 by CX Network
We explore the tools and methods behind predictive CX and how to use predictive analytics to improve customer experiences
The ethical AI guide for customer experience
September 01 by CX Network
A guide to ensure your use of AI is responsible and fair
A guide to measuring the ROI on AI-powered CX
November 01 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
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
What is agentic AI and how is it changing CX?
October 22 by CX Network
Taking generative AI to the next level, agentic AI paves the way for autonomous assistants and customer support
Leveraging AI and data to elevate CX
October 21 by CX Network
Learn how to maximize the value of your customer data and AI investments in CX
Flying high with Natural Language Understanding at Flight Centre
October 11 by Rhiannon Chandler-Day
How Flight Centre Travel Group generated actionable CX insights through Natural Language Understanding
Measuring the impact of AI on CX
October 11 by Carlos Del Corral
Discover three ways organizations are tackling the challenge of measuring the ROI of AI in CX
AI, service and meeting the needs of vulnerable customers
October 02 by CX Network
James Towner, chief growth officer for ArvatoConnect, explains which fintechs must humanize the digital and digitalize the human
