The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

Anthropic Doubles Down On Agentic For The Enterprise March 3, 2026
Anthropic made waves last week for several reasons. It made a deeper push into enterprise-specific agent capabilities, relaxed some of its more cautious safeguards to stay competitive, and refused to back down on two redlines on AI use: mass surveillance and fully autonomous weapons. Anthropic’s firm stance on these two redlines in particular has put […]
Brent Ellis
A Seller’s Guide To B2B Summit North America March 3, 2026
Prioritize the sessions, experiences, and conversations that will help you make the most of your time in Phoenix.
Forrester
How Philip Morris International’s Outcome‑Driven EA Practice Won The 2025 Forrester EA Award In EMEA March 3, 2026
Philip Morris International (PMI) won Forrester’s 2025 Enterprise Architecture Award in the EMEA region by redesigning its operating model to make AI scalable, governed, and reusable from day one.
Stéphane Vanrechem
Ant International’s Playbook On AI, Blockchain, And Wallet Network March 2, 2026
During Ant International’s recent analyst and media briefings in Bangkok, I had the opportunity to engage with senior executives on their innovation agenda. Three key themes emerged that highlight how the company is competing to shape the future of the global payments and commerce space. Building A Global Payment Network Through Wallet Interoperability Ant International […]
Meng Liu

CX Today

Capita and Snowflake Target Real-Time CX Intelligence for Contact Centers
Capita has announced a multi-year collaboration with Snowflake aimed at transforming how contact centers turn operational data into real-time CX insights. The partnership brings Snowflake’s data cloud technology into Capita’s AI Catalyst Stack, a platform designed to support mission-critical contact center operations. The goal is to replace fragmented reporting and slow analytics with near real-time […]
Rob Wilkinson
The Future of Marketing: How Brands Can Build Trust in an AI-Driven World
View on YouTube. Francesca Roche joins Robin Emiliani, Co Founder and Chief Growth Officer at Catalyst Marketing, to discuss the findings of OptiMove’s 2026 Marketing Fatigue Report. The conversation focused on the report’s central claim that marketing fatigue is not driven by volume alone, but by a failure to deliver relevance, context, and timing. Robin […]
Francesca Roche
Four Data Broker Breaches Cost U.S. Consumers $20BN Over a Decade, Congress Finds
A new U.S. Congressional report is putting a figure on something many consumers already feel. Beyond inconvenience, data breaches create lasting financial harm. A report released by U.S. Senator Maggie Hassan, ranking member of the Joint Economic Committee, estimates that four major data broker breaches over the past decade have cost U.S. consumers more than […]
Nicole Willing

Shep Hyken

This is How Your Customers Think About Your Customer Service In 2026
This article answers the question: What do customers think about customer service in 2026? I’m very excited to release the 2026 State of Customer Service and CX research report. In January, we surveyed more than 2,000 U.S. consumers, weighted to the population for age, gender, geography, and other population demographics. I bring you good news regarding the overall sentiment toward customer service and customer experience (CX). In general, 83% […]
shephyken
This Could Be the Most Expensive Phrase in Business
This article answers the question: What phrase may be the most expensive to use in business, and why? There are certain phrases that I consider to be customer loyalty killers. Use them with your customers, and you shouldn’t be surprised if they leave you for a better experience. Phrases like: It’s not my fault. Even if it’s not, your customers want to […]
shephyken
The Future of CX: AI First, Not AI Only
This article answers the question: How should leaders use AI in customer experience without sacrificing the human connection customers still value? How can you not enjoy working with a company whose name is NiCE? Seriously, I’ve had the good fortune of working with NiCE for about 10 years. It is one of the largest AI companies for customer experience, working with businesses of […]
shephyken

Articles – Experience Investigators

10 Questions CX Pros Are Asking (And the Answers You Need)
Customer experience leaders ask big questions—here are the top 10, with practical answers and resources to help you take action and drive real CX impact.
Jeannie Walters, CCXP, CSP
What a Customer-Centric Culture Really Looks Like (and What It Isn’t)
Discover what customer-centric culture really means — with clear behaviors, leadership models, and examples that drive long-term CX success.
Jeannie Walters, CCXP, CSP
How to Prioritize CX Initiatives When Everything Feels Important
By listening to the right signals, anchoring to your CX mission, and applying structured frameworks, you’ll build a CX strategy that’s not only focused, but effective.
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

CX Today

Shep Hyken

Articles – Experience Investigators

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