CX Network

Earlier this week, we wrapped up our All Access: Digital CX webinar series on Tuesday. With over 1,000+ registrants for this series and a great selection of speakers and brands on board, we had some great conversations and insights too! We delved into the latest trends and best practices in digital CX, covering topics such as agentic commerce, mobile app success (and failure), search and discovery and omnichannel strategies. I'd like to thank the speakers we had who fostered the insightful conversations we saw: 🎤 Di Lyngholm - Director, Website & Creative Services, FUN.com & HalloweenCostumes.com 🎤 Shailesh Nalawadi - Head of Product, Customer Success & Forward Deployment, delight.ai (Sendbird) 🎤 Liliana Caimacan - Professor of Marketing, Innovation, Strategy, Business Transformation, Hult International Business School 🎤 Anne-Kathrine Nissen - Experience Design Lead, H&M 🎤 Eelko Lommers - Director, Experience Design & Innovation, zooplus 🎤 Luke Forshaw - Head of Brand & Marketing, Back Market And a big thank you to our sponsors of Five9 & delight.ai (Sendbird) who brought this series to the next level. Our next webinar series is All Access: Redefining Contact Centers in the Age of AI on the 12th of May and it's not too late to register for this series. Also, if you're interested in partnering with us on this series to get results similar to our partners above, get in touch by sending us a message! https://lnkd.in/exH9uqCG

⏳ Last chance to register: we go live tomorrow! Join All Access: Digital CX 2026 to learn how to leverage digital channels and agentic technology to deliver exceptional customer experiences. 📅 April 21, 2026 🎟️ Free CX Network Webinar Series Hear from industry leaders, including: 🔷 Di Lyngholm – Director, Website & Creative Services, Fun.com & HalloweenCostumes.com 🔷 Shailesh Nalawadi – Head of Product, Customer Success & Forward Deployment, delight.ai 🔷 Liliana Caimacan – Professor of Marketing, Innovation, Strategy, Business Transformation, Hult International Business School 🔷 Anne-Kathrine Nissen – Experience Design Lead, H&M 🔷 Eelko Lommers – Director, Experience Design & Innovation, zooplus 🔷 Luke Forshaw – Head of Brand & Marketing, Back Market UK 📊 Dive into exclusive insights from our network and partners, exploring the latest in achieving true personalization to deliver maximum value for customers 💬 Bring your questions and join the discussion live; we’ll be engaging throughout the session. Secure your spot here: https://lnkd.in/eZxh4Zea

Your weekly round-up of essential CX reads and developments is here 👇 This edition features: >> The story of how Macy's saw a 400% sales surge after introducing an AI shopping assistant >> The scoop on Jeannie Walters, CCXP, CSP first book, Experience is Everything, which launched earlier this week >> Everything you wanted to know about the AI vendor landscape, but were too afraid to ask, as written by Bill Staikos >> What has to happen before you scale that conversational AI experience, including what you need to know in advance about ROI, courtesy of Sue Duris, MBA, CCXP >> and 5 things to know about the state of CX in 2026, from our flagship report, CX Horizons: The state of CX in 2026 Huge thanks to the top practitioners and CX thinkers who have shared their insider knowledge with us for this edition of the Weekly Happy reading and happy Friday! Rose Morishita Straughn Amelia Brand Chloe Chappell John Kearns Sarah Lattouf Nick Henry David James

"The first thing you'll realise is AI isn't the hard part - data is!" Rajesh Sura speaking at All Access: The AI Revolution in CX in March about what it takes to deploy an agentic analytics platform at scale. Watch the full session on CX+ here https://lnkd.in/eF5Ytc4k

Treating AI like a high-performing intern? Banani Mohapatra on the human-in-the-loop when deploying AI. 📺 Watch the full session from All Access: The AI Revolution in CX on-demand here: https://lnkd.in/ePq45bG3

Customers are now using AI in CX, and we looked into this for our annual research report, CX Horizons. Editor-in-chief Melanie Mingas recently delved into our latest research at All Access: The AI Revolution in CX 2026. 📺 Watch the full session on-demand here: https://lnkd.in/ehxMgtT4 📰 Download the report for free here: https://lnkd.in/e7BTcQTs David James

We talk a lot about how AI is transforming CX. But, the real story is who's making it happen. In this edition of the CX Network Weekly, we spotlight our newly released Top 50 AI Leaders in CX to Follow in 2026, including the innovators who are not just talking about AI, but actively using it to reshape how experiences are designed, delivered and improved. Inside the newsletter: - Standout voices pushing boundaries in AI-powered CX - How the conversation is shifting from automation to augmentation - Why empathy, personalization and anticipation are the new CX battlegrounds - Links to insights, resources and real-world examples you can apply today If you’re a CX professional, tech leader, or just curious about where AI is really making an impact — this is one to read. Dive in and get inspired! Rose Morishita Straughn Melanie Mingas Chloe Chappell David James Sarah Lattouf Nick Henry John Kearns Georgina Wilczek Sumit Dutta

We're delighted to announce that Ekaterina Mironova was named one of CX Network’s Top 50 AI Leaders in Customer Experience to Follow in 2026! Ekaterina is leading a full-scale AI transformation at Vega Technology Group, implementing LLM-powered Tier-1 automation, AI-enhanced knowledge management, predictive Voice of the Customer (VoC) insights, workflow automation, hyper-personalized experiences, and real-time agent-assist tools. Her initiatives have already delivered significant impact - automating over 50% of repetitive inquiries, reducing handling times by 35%, cutting escalations by 20%, and increasing CSAT by 15 points. “When AI connects insights across journeys instead of just answering questions, CX becomes more preventative, personal, and human, which is where the biggest impact lies. When AI stays in the background and helps people show up better, faster, and more informed, CX becomes both more scalable and more human. Humans are the center; AI is an assistant!” Want to see who else made the cut? Check out the full list here: https://lnkd.in/eyGjwnig

You’ve streamlined your CX tools… so why are customers still getting inconsistent updates across channels? Learn why simply reducing tools isn't enough to fix tech stack sprawl, and how to fix it with a CX orchestration layer that empowers teams and customers 📅 Join our webinar on May 5: How to fix disconnected CX with an orchestration layer In this session, Keith Wilson (Director, Product Management at CSG) will break down how a CX orchestration layer can help you connect siloed decisions and deliver more consistent, compliant, and efficient customer experiences. 🔍 What you’ll learn: • How to identify when decision fragmentation is driving CX failures • Why consolidation alone doesn’t solve duplicated messages or inconsistent outcomes • The core components of a CX orchestration layer and how it fits with your existing stack • Real-world examples of high-impact customer journeys you can improve without re-platforming • How to define a “minimum viable” orchestration layer and where to start If you’re looking to move beyond disconnected CX and create more cohesive customer journeys, this session is for you. 👉 Register now to secure your spot. https://lnkd.in/ektv56E2 #CustomerExperience #CX #FinancialServices #DigitalTransformation #CustomerJourney #CXStrategy

When we published CX Horizons: The state of CX in 2026, one of the 12 analysts we ran the research past was advisory board member and author of The Psychology of CX 101, Mark Levy In this edition of his substack, Decoding Customer Experience, Mark shares more insights on the story he sees in our research results - and explains why it all points to the CX job getting bigger Link in the comments