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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Keeping CX management human in the age of AI

1 week 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

2 weeks 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

3 weeks 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

3 weeks 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.
Trump undoes consumer protections

1 month ago | cxnetwork.com | Francesca Di Meglio

Consumer protections are, in many ways, the foundation for positive customer experience. Having regulations, rules and best practices for maintaining legitimate businesses that do not scam, trick or steal makes it possible to build trust and then customer loyalty. In the wake of the election of Donald J. Trump, American consumer protections have been under fire. And the saga continues.
JetBlue, Delta and Southwest tops CX in travel

1 month ago | cxnetwork.com | Francesca Di Meglio

JetBlue Airways, Delta and Southwest Airlines are the big winners in customer experience (CX) in travel, just as the industry is facing a likely crisis. Economic uncertainty as a result of President Donald Trump's tariffs and concerns about potential human rights violations and immigration policies threaten travel in the United States. With this backdrop, J.D. Power recently released the 2025 North American Airline Satisfaction Study, which ranks airlines on CX in travel.
Apple monopoly hurts consumer protection

1 month ago | cxnetwork.com | Francesca Di Meglio

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 A judge declares Apple violated a court order requiring it to allow greater competition and thus better UX Add bookmark Listen to this content Audio conversion provided by OpenAI...
Amazon's tariff debate - CX Network

1 month 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...
M&S cyberattack - CX Network

1 month 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.
Consumer choices impact brand success

1 month ago | cxnetwork.com | Joanna Clark-Simpson

With an abundance of online platforms that give a voice to the customer, what online reviewers think and feel has a profound impact on how consumer choices are made – choices that can have a strong impact on a brand’s chances of success. From search results of a brand name to word-of-mouth recommendations (or warnings), the customer experience (CX) is now often what shapes an image of a brand in the mind of the consumer.