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.
Qualtrics charts the future of XM with AI-powered “Experience Agents” at X4 2025
April 24 by Amelia Brand
Qualtrics launches AI "Experience Agents" at X4 2025, shaping the future of experience management
Chatbot hallucination at Anysphere sparks customer backlash and subscription cancellations
April 24 by Amelia Brand
Anysphere under fire after a chatbot hallucination invents a false support rule
Amazon CEO: "AI is reinventing CX"
April 18 by Francesca Di Meglio
Discover the warning Amazon CEO Andy Jassy has about artificial intelligence in customer experience
CX Relevance Report 2025
April 10 by CX Network
In this report, learn about CX trends like the rising cost of effort, generative AI and generative search
12 Takeaways on the AI revolution in CX
April 04 by Chloe Chappell
Get key takeaways from an AI in CX webinar series and learn about product discovery and governance
Generative AI drives web traffic spike for retailers in US
March 25 by Melanie Mingas
From chat interfaces to bargain hunting, customers are increasingly turning to generative AI when shopping online
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 ethical AI guide for customer experience
September 24 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
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 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
Artificial Intelligence in CX: A CX Network guide
August 24 by CX Network
Everything you need to know about AI in CX, from its key capabilities to how your peers are investing
What is agentic AI? A CX Network guide
March 23 by CX Network
Discover the ways agentic AI is already impacting CX
