The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Governments Can’t Just Adopt Emerging Technology — They Must Shape It October 28, 2026
Government technology leaders face a growing challenge. Emerging technologies are advancing quickly, but deciding what to do about them is becoming harder. It’s about more than just deciding on the technologies that governments should invest in now. Which could improve services, increase productivity, strengthen mission outcomes, or accelerate modernization? And which require government to look […]
Sam Higgins
I’m Digging Into Price Optimization And Management — Here’s What I’m Learning October 28, 2026
I’ve spent much of my career thinking about B2B pricing. Before becoming an analyst, I managed global B2B businesses with lots of SKUs and channels and the pricing complexity that comes with a far-flung supply chain, transfer costs, and multi-tier distribution, and I’ve covered pricing strategy as an analyst for years. My Forrester landscape report […]
Lisa Singer
Don’t Block All The Bots — They Might Be Shopping For Your Customers October 28, 2026
Bot and agent management is crucial for preventing attacks from unwanted bots. But in retail, blocking all agents can block shoppers, too.
Emily Pfeiffer
Predictions 2027: The Outcome Economy Hits Enterprise Software, And Reality Hits Back October 28, 2026
Enterprise software no longer creates value on its own. Instead, the value comes from outcomes, and these outcomes are delivered via workflows that span business apps, data, people, and AI. In 2027, technology leaders will shift from governing applications to governing enterprise outcomes. They will do this by using cross-application workflows as the unit of […]
Kate Leggett

Shep Hyken

Ten Customer Experience Lessons from the Great Harry Houdini
This article answers the question: What customer experience (CX) lessons can businesses learn from Harry Houdini? Answer: Businesses can learn from Houdini to create memorable customer experiences by knowing their audience, building anticipation, making excellence look effortless, recovering impressively from problems, protecting their reputation, and always leaving customers wanting more. This coming October 31 is […]
shephyken
AI Gives Customers Information; Great CX Gives Them Confidence
This article answers the question: How is AI changing the customer purchase experience? Answer: AI gives customers more information before they buy, but great customer experience comes from helping customers validate their research, feel confident about their choices and move forward with less anxiety. Today’s customers are more informed than ever. AI has taken their […]
shephyken
Good Judgment: The Customer Service Skill You Can’t Put in a Policy
This article answers the question: Why is good judgment an essential customer service skill? Answer: Good judgment is an essential customer service skill because policies can’t possibly cover every situation, so employees need the ability and authority to find solutions that work for both the customer and the company. Good judgment may be one of […]
shephyken

Articles – Experience Investigators

How Proactive CX Turns Customers Into Loyal Fans
Discover how proactive customer experience communications turns frustration into loyalty with real B2B and B2C examples you can apply right now.
Jeannie Walters, CCXP, CSP
Should Your CX Mission Statement Ever Leave the Building?
Should you ever share your CX Mission Statement with a customer?
Jeannie Walters, CCXP, CSP
5 Practical AI Use Cases to Improve Your Customer Experience Program
Unlock practical ways to apply AI in your CX strategy. Explore 5 use cases to improve personalization, spot friction, and drive long-term success in 2026.
Jeannie Walters, CCXP, CSP

The CX Hub - CX News and Thought Leadership

We bring you the best CX articles, news, and podcasts!

Featured Blogs – Forrester

Shep Hyken

Articles – Experience Investigators

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