CX Network

16/08/2025

Customer expectations are higher than ever - fast, personalized and emotionally intelligent service is no longer a nice-to-have, it’s the baseline. At the same time, CX teams are under mounting pressure to deliver more with less.

In our latest CX Replay video, industry leaders explore how Agentic AI is redefining CX orchestration, helping brands meet rising demands while turning them into opportunities for greater efficiency and stronger customer relationships. You’ll hear how this next evolution in customer engagement uses real-time insights and automation to create seamless, high-quality experiences across every channel, and how responsible AI adoption can unlock measurable business impact!

Watch this session on-demand to learn how AI-driven agents use real-time insights and automation to deliver quality service across every touchpoint.

02/08/2025

As AI reshapes the contact center landscape, automating routine tasks and changing the nature of frontline roles, leaders are being called to adapt like never before.

In this CX Network panel replay, industry experts Vinay Parmar (Customer Whisperers) and Brad Cleveland (ICMI, author of Contact Center Management on Fast Forward) explore the skills that will define the next generation of contact center leadership.

They discuss why resilience matters more than ever, how to guide teams through AI-driven change, and the growing importance of data storytelling that connects the dots between insight and action.

Don’t miss this forward-looking conversation on what it means to lead in a hybrid, AI-powered world!

🎥 Watch the full session here: https://www.cxnetwork.com/replay-video/content/skills-contact-center-leaders

You can also check out CX Network's top 30 contact center leaders to follow in 2025 here 👉https://www.cxnetwork.com/contact-center/articles/the-top-30-contact-center-leaders-to-follow-in-2025

Learn from thought leaders about the the skills of contact center leaders in the age of AI

01/08/2025

Walmart unveils its next big leap in customer experience: AI super agents.

From helping shoppers find what they need, to supporting associates, suppliers, and developers, Walmart is simplifying its entire AI ecosystem to deliver smarter, faster, and more personalized service.

CX leaders take note: This move reflects a broader trend in agentic AI that’s reshaping how we think about automation, support, and scale!

Click here to read now 👉 https://www.cxnetwork.com/artificial-intelligence/news/walmarts-ai-super-agents-to-improve-customer-experience

AI

Discover the impact Walmart's new AI "super agents" will have on employees and customers

19/07/2025

Customer expectations are rising fast, and for telecoms, delivering seamless, intelligent engagement across every interaction is no longer optional. Fragmented systems and siloed experiences are holding organizations back — but a unified CXM approach is the way forward.

In one of our latest CX replay videos, experts from Capita and Everest Group share insights from their 2025 research report, “Transform Your Customer Engagement – A Unified Approach to CXM for Telecoms.” This session explores how AI-powered orchestration and agile governance are reshaping the telecom CX landscape.

Don’t miss this opportunity to reimagine what’s possible in telecom CX!

Click here to watch now👉

Learn how to transform customer engagement through unified CXM, drawing on examples from the telecoms industry

18/07/2025

Customer service solves problems. Customer experience shapes the entire journey. Confusing the two? It could cost your business - literally. In 2025, poor CX is set to cost companies $3.8 trillion.

In our latest article, we break down the key differences between CS and CX, and why aligning them is essential. From AI-powered agents to cross-functional strategy, the future belongs to brands that stop treating support and experience as silos.

Click here to read the full article 👉https://www.cxnetwork.com/cx-service-support/articles/what-is-the-difference-between-customer-service-and-customer-experience

Learn about the differences between customer service and customer experience, including their roles in the customer journey and how they're evolving

26/06/2025

Verizon is going all-in on AI agents to transform customer experience (CX), making service faster, smarter, and more available, but it's not leaving the human element behind. The company is expanding its stores, extending call center hours, and introducing elite “Customer Champions” to work alongside AI.

With AI agents tackling routine tasks and people focusing on complex, high-empathy issues, Verizon aims to redefine how the telecom industry delivers service.

Read more about Verizon’s AI-first approach here 👉https://www.cxnetwork.com/artificial-intelligence/news/verizon-ai-agents-to-transform-cx

Learn about how Verizon is applying AI agents to transform CX, customer experience

26/06/2025

We are proud to spotlight Kristina Pushik from BINGO Industries, who has been named one of CX Network's Top Contact Center Leaders to Follow in 2025! 👏

As a Contact Center Manager and Chair of Women of BINGO, Kristina has revolutionized the contact center space by integrating cutting-edge technology, such as chatbots, callback systems and real-time data analytics. Her efforts have boosted efficiency and customer satisfaction, making BINGO's contact center a high-impact, tech-enabled operation.

"Businesses will increasingly harness AI and real-time data to create highly personalized experiences at every stage of the customer journey," she predicts.

Kristina envisions the ideal contact center as fully omnichannel and AI-supported, where all customer channels are seamlessly managed from a single platform, and agents are empowered with the right data to tackle complex issues effectively.

Join us in congratulating Kristina for making a remarkable impact in the world of customer experience! 👏🎉

Click here to read the full list 👉https://www.cxnetwork.com/contact-center/articles/the-top-30-contact-center-leaders-to-follow-in-2025

25/06/2025

Amazon’s CEO Andy Jassy has laid out a bold and honest vision: generative AI will reduce certain roles but transform CX in profound ways. From AI agents that do the routine work, to Alexa+ making personalized recommendations and tools that help sellers build better listings, it’s a glimpse into the “once-in-a-lifetime” shift AI will drive across industries.

Read more here 👉https://www.cxnetwork.com/artificial-intelligence/news/ai-agents-will-reduce-workforce-but-transform-cx-says-amazons-ceo

Amazon's CEO says that AI will reduce workforce while dramatically improving customer experience

25/06/2025

We’re proud to celebrate Sharon Melamed, Managing Director of Matchboard, for being named one of CX Network’s Top Contact Center Leaders to Follow in 2025! 👏

With over 15 years of experience driving growth across Australia and the US, Sharon has been instrumental in helping businesses scale from 60 to nearly 1,000 employees and achieve IPO status. An expert in outsourcing, contact centers, and multilingual CRM, she brings a deep understanding and a truly global mindset to the industry.

“Our clients at Matchboard get great self-service when they’re trying to find the best solutions in the market to meet their CX needs, but at the same time they can access a human concierge-style advisory service if they need guidance in their buying journey.”

Sharon is shaping the future of customer experience every day, and we’re proud to have her as a leading voice in the space!

Click here to view the full list 👉https://www.cxnetwork.com/contact-center/articles/the-top-30-contact-center-leaders-to-follow-in-2025

23/06/2025

Today, CX Network's shines a light on one of the outstanding individuals featured in our 'Top 30 Contact Center Leaders to Follow in 2025' list.

Nate is the co-founder of CX Accelerator, a non-profit community dedicated to empowering CX professionals at every stage of their journey. Through hands-on experience in journey mapping, VoC programs, and employee engagement, he has become a pivotal figure in guiding teams to turn customer understanding into actionable results.

Nate’s mantra, "make the quick parts quick and the slow parts meaningful," captures the essence of his approach. He advocates for contact centers to shift from efficiency-first to experience-led strategies, ensuring every interaction adds value and strengthens customer relationships.

Congratulations, Nate, for making an indelible mark in the CX space. We’re grateful for leaders like you who continue to raise the bar and shape the future of customer experience!

Click here to read the full list 👉https://www.cxnetwork.com/contact-center/articles/the-top-30-contact-center-leaders-to-follow-in-2025

21/06/2025

When travel plans go wrong, the contact center is the first to feel the impact, and Spirit Airlines knew they needed to respond quickly. Faced with a sharp rise in cancellations, changes, and refund requests, they saw an opportunity to do more than just cope. They used it as a catalyst to rethink guest care with AI and smart self-service at the core.

In this on-demand video from CX Network, Vanessa Hardy-Bowen, Director of Guest Care & Contact Center at Spirit Airlines, shares how they built a scalable AI strategy that empowers guests to solve problems faster, starting with everyday tasks like bag changes and flight credits. By running focused pilots and aligning teams across executive leadership, legal, and cybersecurity, Spirit proved the ROI early and created a foundation for future innovation.

You’ll hear how they connected CX data, team insights, and automation to unlock cost savings while improving customer satisfaction.

Watch now 👉

Learn about how Spirit Airlines scaled self-service CX with artificial intelligence (AI)

18/06/2025

Southwest Airlines built its brand on a promise: "Bags fly free." That promise is now history.

The airline introduced baggage fees for the first time - $35 for the first checked bag, $45 for the second. While the projected $1.5B in new revenue might look appealing on paper, the potential cost in lost customer trust and loyalty could be far greater.

Our latest article explores how a decades-old brand differentiator became collateral damage in the pursuit of short-term gains - and why this may be a turning point for Southwest’s reputation.

CX practitioners, brand leaders, and anyone navigating shareholder pressure vs. customer loyalty - this one’s for you.

Read the full article here 👉https://www.cxnetwork.com/customer-loyalty/news/southwest-airlines-drops-bags-fly-free

Southwest’s brand trust takes a hit as “bags fly free” becomes a thing of the past