CX Network

The CX Network is a digital platform designed for customer experience, service, insight, and marketing professionals from around the world. This community focuses on using effective customer management techniques to boost customer acquisition and loyalty, all while enhancing profitability throughout the organization.

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Spirit Airlines adopts AI-powered self-service

3 days ago | cxnetwork.com | Francesca Di Meglio

Spirit Airlines' decision to adopt artificial intelligence (AI)-powered self-service, in the wake of the travel disruptions caused by the Covid-19 pandemic, is paying off. After experiencing tremendous contact volume spikes, which sometimes required double their normal staffing levels, Spirit Airlines leaders realized manual resolution was not enough. Customers suffered through long wait times and a lack of control over their travel itineraries, and they let the airline know they were upset.
Verizon offers AI agents in CX

5 days ago | cxnetwork.com | Francesca Di Meglio

Verizon says it is gaining a competitive edge on other telecommunications companies by deploying artificial intelligence (AI) agents to transform customer experience (CX). AI agents can handle workflows, decision-making and customer interactions without human intervention. They are autonomous, and many CX leaders are predicting that they will become more ubiquitous - and swiftly. Don't miss any news, updates or insider tips from CX Network by getting them delivered to your inbox.
Transform CX - CX Network

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.
Freddy Agentic AI Platform

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.
customer insights with AI

1 week ago | cxnetwork.com | Francesca Di Meglio

Artificial intelligence (AI) and Walmart Mexico's customer insights are a marriage made for a customer-centric culture. But making the most of the data and the technology isn't always easy. Walmart Mexico had a problem: fragmented customer insights across multiple departments. The solution was to create a unified Customer Office to enhance customer understanding and offer more personalized experiences, a must considering the rising expectations of consumers.
Ericsson supercharged their NPS

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.
Keeping CX management human in the age of AI

1 month ago | cxnetwork.com | Francesca Di Meglio

Will people remain at the center of customer experience (CX) even in the age of artificial intelligence (AI)? More than 40 percent of organizations use AI-powered co-pilots for customer service 60 percent have implemented them for IT help desks, according to Nvidia. By all accounts, the number is growing as AI advances and becomes more human-like.
Customer data - CX Network

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.
Keeping CX human in the age of AI

1 month ago | cxnetwork.com | Francesca Di Meglio

As AI revolutionizes customer experience, leaders must ensure technology enhances—rather than replaces—the emotional intelligence and human connection that customers crave. Add bookmark People are at the center of customer experience (CX) and that must not change, even in the age of artificial intelligence (AI). More than 40 percent of organizations use AI-powered co-pilots for customer service and 60 percent have implemented them for IT help desks, according to Nvidia.
Enterprise-grade AI tools - CX Network

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.