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1 week ago | 
cxnetwork.com | Amelia Brand
In an honest message to employees this week, Amazon’s CEO Andy Jassy laid out a vision where generative artificial intelligence (AI) agents will reduce the workforce but deliver a truly game-changing customer experience (CX). His memo from June 17, 2025, points to a future where AI handles the routine stuff, freeing up our human colleagues to focus on the more complex and strategic parts of customer interaction.
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1 week ago | 
cxnetwork.com | Amelia Brand
Freshworks (NASDAQ: FRSH) unveiled the next evolution of its Freddy AI platform at their annual Refresh event, marking an important leap in enterprise service automation. The newly launched Freddy Agentic AI Platform can actively complete tasks across enterprise applications. In comparison to traditional AI tools that stop at responding to queries, this new agentic AI tool can resolve service requests, streamline workflows and free up human agents for more complex and human-demanding tasks.
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3 weeks ago | 
cxnetwork.com | Amelia Brand
In many organizations, internal systems are the last to get the customer-centric treatment. While external customer experience (CX) strategies mature, internal digital experiences can remain fragmented, under-resourced, or simply ignored.
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1 month ago | 
cxnetwork.com | Amelia Brand
Marks & Spencer (M&S) has restored limited functionality to its website following a major cyber-attack. But, for many customers, the bigger concern now surrounds the customer data breach. As the high street giant works to bring its online services back online, the incident has become a warning against the risks that cybersecurity failures pose to customer experience (CX) and consumer trust.
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1 month ago | 
processexcellencenetwork.com | Amelia Brand
Agentic AI is already having a large impact on process excellence and operational excellence (OPEX) by enabling tools that can independently plan, act and adapt in real time. Rather than responding to prompts, these agents proactively complete tasks, learn from their environments and collaborate across systems, which is a significant step beyond generative automation. Agentic AI acts autonomously and can plan ahead to adapt to users’ needs.
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1 month ago | 
cxnetwork.com | Amelia Brand
Talkdesk, a leader in AI-driven customer experience (CX) solutions, is breaking new ground for small businesses with the launch of Talkdesk Express, a streamlined, enterprise-grade customer service platform designed specifically for companies with limited resources. This platform gives smaller organizations access to the same enterprise-grade artificial intelligence (AI) tools trusted by global brands without the cost or complexity typically associated with enterprise software.
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1 month ago | 
processexcellencenetwork.com | Amelia Brand
Business process management (BPM) is undergoing a major evolution as organizations adopt new tools to achieve efficiency and innovation. At the heart of this shift is the integration of intelligent technologies – particularly artificial intelligence (AI) and advanced analytics – that empower teams to understand, optimize and transform their operations faster and more effectively than ever before.
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2 months ago | 
cxnetwork.com | Amelia Brand
Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer When transparency backfires: lessons from Amazon’s tariff controversy Add bookmark When news broke that Amazon might start listing tariff costs on some of its product pages, it looked...
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2 months ago | 
cxnetwork.com | Amelia Brand
Over the weekend, shoppers at Marks & Spencer’s flagship Marble Arch store were met with a surprising sight: empty food shelves and handwritten notices apologizing for “technical issues.” The culprit is a sophisticated cyberattack that has disrupted the operations of one of the UK’s most respected retail brands and posed a major test of its customer experience (CX) resilience. Don't miss any news, updates or insider tips from CX Network by getting them delivered to your inbox.
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2 months ago | 
cxnetwork.com | Amelia Brand
Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Cursor users cancel after chatbot lies about device limits, sparking viral backlash Add bookmark Listen to this content Audio conversion provided by OpenAI Presenting a warning about...
