News
CX Network is an online news source for senior customer experience leaders across the globe who leverage support services, technology, data analytics and best practices to improve customer experience. We deliver the most up-to-date customer experience news, thought leadership and analysis. Find our latest news stories below.
2 failed purchase attempts will drive customers away
December 22 by Amelia Brand
New data on this season’s retail trends emphasizes the need for customer-centric strategies to stay competitive
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
Secret Sales expands across Europe with H&M’s Afound acquisition
December 05 by Amelia Brand
Secret Sales expands into 10 countries with Afound acquisition, redefining off-price retail and CX innovation
How Trump could change CX and corporate America
November 28 by CX Network
Airline bosses and retail analysts share their outlook for CX and business during a second Trump presidency
Shein prepares for London IPO with investor roadshow
November 22 by CX Network
As Shein awaits regulatory approval for its IPO, CX Network looks at the relationship between customer centricity and stock market performance
UK customer service departments downsize
November 13 by CX Network
Businesses look to make operations leaner as customer behavior changes and economic pressures increase
New Ipsos survey confirms growing concern for digital accessibility in CX
November 08 by CX Network
Consumer awareness of digital accessibility is growing, but majority of websites fail to meet regulatory requirements
Customers win car finance case in UK Court of Appeal
November 01 by CX Network
UK’s car finance industry facing huge bill to compensate customers affected by commission on car loans
US finalizes “click to cancel” rule for subscriptions and paid memberships
October 25 by CX Network
The move follows rise in products and services with single click-sign ups and free trial periods that lead to automatic billing
Almost one quarter struggle to demonstrate ROI of journey management
October 18 by CX Network
Research conducted by CX Network and Alterian also found siloed data is preventing organizations from delivering the best experiences possible
What practitioners said about the new global standards for CX teams
October 02 by CX Network
Following a 10-week consultation Bain & Company, Kantar and Qualtrics have added three new standards
Consumers giving up their rights - for the right price
September 20 by Melanie Mingas
Germany moves to prevent ultra-cheap ecommerce undermining consumer rights and IP law
