CX Network

Discover how to measure brand visibility, downstream business impact, and the links between AI journeys and sales volume Add bookmark In the AI-first customer journey, website clicks and session counts aren't as relevant. Instead, practitioners need to understand metrics such as visibility, citation frequency and AI referral traffic – then link it all back to customer acquisition cost (CAC) and business impact.

How AI assistants are changing ecommerce and customer relationships – and what it means for customer acquisition, marketing, and the future of CX Add bookmark We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object.

CX Network is proud to unveil our 2026 guide to the top 30 contact center leaders you need to follow this year! From executives running global operations of thousands of agents to practitioners reimagining what a single contact center can be, this year's list shines a spotlight on the individuals proving that the contact center is no longer a cost center - it's where customer loyalty is won or lost.

Customers don’t want bots, they want resolutions. Discover how to close the self-service gap with agentic AI Add bookmark We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities.

The 15th edition of the CX Retail UK Exchange answered some of the biggest questions facing CX right now, from how to safeguard loyalty when bots are doing the shopping, to whether or not AI really is going to take CX jobs. It also tackled new questions, like what do agentic commerce and accessibility have in common?

Many of the customer support and service efficiency metrics are related to contact centers or other support networks. As companies grapple with balancing human agents and artificial intelligence (AI) agents, the significance of these data points is elevated. While AI can perform tasks faster, it cannot relate well to a human. These metrics can help decipher when best to deploy AI and when to stick with a human agent.

Discover how technology, business and global economics have influenced CX spending over the last five years Add bookmark We may only be six years in, but a lot has happened this decade. And from Covid to agentic AI, many of these events have had a direct impact on how CX practitioners operate. Every year, CX Network asks members to share the trends that are influencing their work, how they are investing to achieve their goals, and the obstacles they encounter when doing so.

CX BFSI East & Insurance exchanges Request Your Place At An Industry-Leading Exchange Interested in joining us in Florida this October? Choose the event that's right for you based on your organization below, request an invitation and one of the team will be in touch.

Announcement comes days after AWS unveiled its $1bn, dedicated Forward Deployed Engineering Organization Add bookmark Microsoft has become the latest major organization to unveil a new operating business focused on embedding engineers in customer organizations to support end-to-end AI transformation.

Customer experience leaders are moving quickly from experimenting with AI to running it. The first wave was familiar: chatbots, agent assist, voice analytics, summarization, knowledge retrieval. The next wave is more consequential. AI agents will not only answer customers. They will interpret intent, pull data, trigger workflows, recommend products, route service actions, and in some cases decide the next step in the journey. That shift makes one question matter more than the technology itself.