CX Network

Did you know 89% of businesses now compete primarily on customer experience (CX)? A great CX boosts loyalty, drives revenue, and reduces churn, while a poor one can harm reputation and growth. But delivering exceptional CX isn’t easy—especially in the fast-paced world of e-commerce and ever-changing customer expectations. Staying ahead of trends is more crucial than ever. In less than 24 hrs, more than 2000 CX professionals will gather for CX Network's All Access : Future of CX 2024! ? Join us as we close the year by exploring the trends and technologies shaping CX in 2025 and beyond. Learn from industry leaders and prepare for the future of CX! ?? Don’t miss out—register now! >> https://lnkd.in/exZJ46PX John Kearns Rhiannon Chandler-Day MSc Chloe C. Melanie Mingas Amelia Brand Jason Romain #CustomerExperience #CXInnovation #FutureTrends

???Celebrating the Success of CX Network's AI Revolution in CX Event!??? We are excited to share that our?AI Revolution in CX?event, held yesterday, was a tremendous success with over?1000 registrants! This event united industry leaders, technology pioneers, and experts to delve into innovative strategies and advancements in customer experience powered by AI. The webinar and content series featured engaging presentations and discussions led by top experts, covering cutting-edge trends and strategies to leverage AI for enhancing customer interactions. Attendees enjoyed live Q&A sessions, polls, and interactive discussions, all of which fostered deep engagement and learning. Additionally, with out on-demand access to all event content, registrants who missed out on the sessions or those who wanted to look back again could benefit from the insights at their convenience. We extend our gratitude to all the speakers who helped make this event a roaring success: ?? Edward Pauls - Digital Adoption & Innovation Expert, Swiss International Air Lines ?? Patrick Martin - EVP, Global Customer Experience, Coveo ?? Jon Rastia - Global Director, Innovation, Argano ?? Sundar Raghavan - VP, Intelligent Business Applications, Microsoft ?? Rishi Rana - CEO, Cyara ?? Janet Vito - SVP, Marketing, Cyara ?? Andrew Smith - AI Practice Lead, Kenway Consulting ?? Sean Rabago - Sr. Service Expert and Capability Lead, Kenway Consulting ?? Boris Grinshpun - VP of Product Management, LiveVox by NICE ?? Liran Meir Frenkel - Head of Product Marketing, NICE ?? Chad Anderson - Vendor Manager of Customer Care & Roadside Operations, Mercedes-Benz AG ?? Dominik Olejko - CX Expert and Top 25 AI in CX influencer ?? Connie Hwong - Lead, Generative AI Communications, Siemens ?? Jarno M. Koponen - Product Design Manager, Zalando ?? Gerald Sinclair - Contact Center Product Specialist, 8x8 ?? Rahim Teja?-?Account Executive - Western Canada,?Talkdesk ?? Martin Lampman?-?Director, Customer Support Operations,?BCLC ?? Devon Mychal - Senior Director of Product Marketing, Cresta ?? Roger Dooley - Author and neuromarketing expert Thank you to everyone who participated and made this event a success! Our next event is Digital CX on the 22nd April so looking forward to seeing you all there!

This week, CX Network hosts All Access: The AI revolution in CX, featuring the story of how Swiss Airlines introduced a generative AI bot called Heidi to help inspire its customers to try new destinations. Ahead of the session, CX Network caught up with Edward Pauls the airline’s digital adoption and innovation expert, to find out how the airline integrated new age tech with legacy systems, how the human touch has been preserved and how practitioners in all industries can better collaborate with CX solution providers. Read the full interview here: https://lnkd.in/ez6Qqigj #CXNetwork #AIinCX #SwissAirlines And find out more about All Access: The AI revolution in CX here: https://lnkd.in/eSNGSJMg

Managing a Voice of the Customer (VoC) program across 39 countries presents unique challenges, but it’s also full of opportunities for continuous learning and for Belron, international collaboration. In this session from All Access: Voice of the Customer 2025 Jamie Carter VOC manager at Belron, tells Chloe C. how the global leader in vehicle glass repair and replacement evolved its VoC strategy from focusing predominantly on Net Promoter Score (NPS) to creating a comprehensive blueprint that integrated text analytics, feedback loops and a Center of Excellence (CoE) for innovation sharing. https://lnkd.in/esVCbQMi #CXNetwork #CXInsights #VoiceofTheCustomer #CXTV

Happy Friday to all our customer experience friends. It's been an interesting week for consumers and CX professionals alike. Check out our latest roundup to learn about Klarna's AI boost ahead of its IPO, get an update on consumer confidence in the US, consider the impact of deep fakes and much more. Then, go off and enjoy your weekend! #customerexperience #cx #ai #artificialintelligence #priceofeggs #prices #consumerconfidence Sarah Lattouf Chloe C. Melanie Mingas John Kearns Francesca Di Meglio Amelia Brand Nick Henry

We're all trying to make sense of artificial intelligence in the people-centric work of customer experience. In this latest newsletter, join us to consider the best applications of this advanced technology. Consider how we must strike the right balance between automation and the human touch in CX. Read, like, and share. And let us know what you think in the comments. #artificialintelligence #ai #technology #tech #newsletter #customerexperience #cx Melanie Mingas Francesca Di Meglio Amelia Brand Sarah Lattouf Chloe C. John Kearns Rani Kuppusamy Tilak Antony

In today's application-saturated landscape, having a well-defined integration strategy is essential, particularly when it comes to generative AI. But do you know where to start? In this guide from CX Network, product specialist Nayan Teja breaks down 5 essential steps to maximizing generative AI with seamless integrations https://lnkd.in/e-m_BXcN

By embracing customer feedback from diverse channels, Lowe’s has developed a comprehensive and strategic approach to Voice of the Customer (VoC) based on empathy and action. Drawing on insights from surveys, contact center complaints, in-store feedback and social media, Lowe’s now has a 360-degree view of customers that drives meaningful outcomes for customers and employees alike. Catch up with this session from All Access: Voice of the Customer 2025 and hear how the DIY giant achieved this, direct from senior business intelligence analyst, Sahil Shetty #CXNetwork #CXInsights #VoiceofTheCustomer #CXTV https://lnkd.in/eM7Q5gna

Happy Friday CX'ers Before you finish for the weekend, we have five key insights for you on deepfakes and customer trust, how DeepSeek is changing AI, using digital experiences to integrate a new brand, eliminating omnichannel chaos and experience-led growth. In the headlines this week: >> Amelia Brand asks if Honor’s deepfake detection can restore customer trust in AI (or at least help Martin Lewis) >> 4 ways AI is disrupting CX, from Taco Bell to DeepSeek, with insights from Deon Nicholas, Edward Pauls, Somnath Biswas and other top experts >> How to achieve experience-led growth and measure its impact across the organization, as explained by Nicolas Maechler from McKinsey >> Ekaterina Mironova looks at why brands are falling behind when it comes to seamless omnichannel >> And from CX Replay, Ben Fettes tells Rhiannon Chandler-Day MSc how the Carnival brand was introduced to the P&O portfolio with AI-driven customer centricity #CXNetwork #CXNews Rose Morishita Sumit Dutta Francesca Di Meglio Chloe C. Rani Kuppusamy Sarah Lattouf Tilak Antony Jonathan Green Nick Henry John Kearns

To wrap up the All Access AI Revolution in CX & Contact Centers 2025, we have Toby Williams and Frances Kalisoqo who would be hosting a FIRESIDE CHAT: How to build a foundation for AI-powered service. ?Join them to learn why organisations must shift their thinking from reactive to proactive service, integrating front and back-office operations with an AI hyper-platform. Discover how a unified approach from intent to fulfillment, and interactions to workflows, creates a seamless, end-to-end customer experience. Join us LIVE >> https://lnkd.in/gK-zpJt8 Tilak Antony Rhiannon Chandler-Day MSc Suyanti - Janice Chong