The CX Hub - CX News and Thought Leadership

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

Come back often for the best in CX news and articles from thought leaders, authors, and business leaders! We will be redesigning this page to a new, enhanced look and feel soon!

Featured Blogs – Forrester

Top 10 des technologies émergentes 2025 June 27, 2025
La technologie émergente ne fait pas que s’accélérer — elle se diversifie vers des directions plus risquées, plus puissantes et plus innovantes. Découvrez trois évolutions majeures dans le top 10 des technologies émergentes de cette année, ainsi qu’une vérité fondamentale qui, elle, reste inchangée, dans cet aperçu de notre prochain webinaire et de notre nouveau […]
Brian Hopkins
How To Choose A Security Platform Without Getting Burned June 27, 2025
Security leaders are under pressure. Budgets are tight, teams are stretched thin, and board visibility keeps increasing. Enter the security platform: a promise of simplicity, integration, and efficiency. But not all platforms are created equal. Our latest report, Understand The Benefits And Drawbacks Of Cybersecurity’s Platform Push, cuts through the noise to help CISOs and […]
Jeff Pollard
Parting Lessons From CX Summit North America To Help You Deliver The Total Experience June 26, 2025
As another CX Summit North America draws to a close, it’s time to get to work. Use these takeaways to help you create your action plan for transforming the experiences you offer.
Rick Parrish
Pause Innovation Now And Pay The Price Later: Why AI Readiness Can’t Wait June 26, 2025
Even as volatility abounds, business and technology leaders must stay laser-focused on building a strong AI foundation. The first blog in our new quarterly Bold Stances series offers some guidance.
Stephanie Balaouras

CX Today

NiCE Interactions International: Everything You Can Expect from the Must-Attend CX Event
Watch on YouTube. CX Today’s Charlie Mitchell sits down with Simon Broadbent, SVP UKI & SAIL at NiCE, to preview one of the contact center industry’s biggest vendor events: NiCE Interactions International 2025. Together, they explore the biggest challenges facing contact centers today and how NiCE plans to help solve them through strategy, innovation, and […]
Charlie Mitchell
Salesforce on Its New Agentforce Pricing Model, Rebranding Einstein One
Salesforce raced out of the gates when launching Agentforce 2.0 in October 2024. In doing so, it beat out the likes of Microsoft, SAP, and ServiceNow, hoping businesses would establish its platform as a foundation for developing AI agents. The initial $2 per conversation pricing model was simple to digest, and it delivered value across […]
Charlie Mitchell
Big CX News from Salesforce, Genesys, OpenAI, & Mitel
AI agents continued to dominate the headlines this week, with Salesforce, Genesys, and OpenAI all announcing agentic AI releases. Elsewhere, Mitel confirmed its exit from Chapter 11 bankruptcy and outlined its plans moving forward. Here are the extracts from these popular news stories. Salesforce Debuts Agentforce 3: The Top Takeaways Salesforce has released Agentforce 3, […]
Rhys Fisher

Shep Hyken

A CX Failure Is an Opportunity to Show How Good You Really Are   
When things go wrong for your customer, that’s when you have the best opportunity to prove how good you really are. Anyone can look good when everything is running smoothly, but your true customer service “chops” show up during a service failure. I recently went to a doctor’s office for an appointment. I arrived early […]
shephyken
Every Customer Deserves Your “First-Time Energy” 
While this isn’t formal research, I’ve asked many people the question, “What do you think is the most common question that customers ask employees?” I made the point that this isn’t about calling customer support; it’s a people-to-people interaction. Almost everyone answers correctly: “Where’s the bathroom?” If you were asked that every day – sometimes […]
shephyken
Details Count: How Small Flaws Can Taint the Entire Customer Experience
Have you ever walked into a restaurant bathroom and found paper towels scattered on the floor or an overflowing trash can? What immediately crossed your mind? What did you think about the restaurant? For most of us, our thoughts jump to, “If they can’t keep their bathroom clean, what is their kitchen like?” I call […]
shephyken

Articles – Experience Investigators

The Language of Customer Experience: How to Speak so Leadership Listens
Learn how to talk about customer experience in a way that wins leadership buy-in, with expert tips and guidance.
Jeannie Walters, CCXP, CSP
How to Refresh Your CX Strategy for Better Results: Your Mid-Year Customer Experience Checkup
Learn how to conduct a mid-year customer experience review with step-by-step instructions. Audit your CX strategy, identify gaps, and align your team for year-end success.
Jeannie Walters, CCXP, CSP
3 Personalization Actions for a Stronger Customer Experience
Learn 3 personalization tactics customers actually love—plus common pitfalls to avoid and real examples from brands like Spotify and REI.
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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