The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

From Volatility to Chaos: Navigating War-Time Impacts for Tech Leaders March 12, 2026
Leading Through War-Driven Chaos The last few years have been defined by compounding uncertainty. From the COVID‑19 pandemic to the 2025 U.S. tariff escalations, and the ongoing war in Ukraine now entering its fourth year, enterprise leaders have had to navigate relentless geopolitical and economic pressure. These shocks forced organizations to strengthen their scenario planning, cost discipline, […]
Mark Moccia
Human Insight, Amplified: How Forrester Is Reinventing Research For The AI Era March 12, 2026
Forrester is redefining research for the AI era by amplifying human intelligence — not replacing it. Our trusted, accountable insight is now embedded directly into everyday workflows through Microsoft Teams, bringing expert judgment to the moment that decisions are made.
Carrie Johnson
Compensation Without Chaos: Designing Plans That Work March 11, 2026
Sales compensation should drive performance, not complexity. The most effective plans keep structures simple and align roles to revenue motions such as new business, expansion, and renewals while supporting clear coverage models and interlocking sales roles. When compensation is easy to understand, administer, and scale, sellers focus on revenue instead of deciphering pay mechanics. Simple, […]
Shakeel Khan
Smart Buildings Are No Longer About Return-To-Office March 11, 2026
Smart buildings are evolving from attendance-driven perks into core enterprise infrastructure — powering cost control, sustainability, safety, and productivity by ensuring that every square foot delivers measurable business value when and how it’s used.
Michele Pelino

CX Today

RingCentral and Spectrum Showcase AI-Powered RingCX and AI Conversation Expert at Enterprise Connect
RingCentral and Spectrum have expanded their partnership to make RingCX, an AI-first omnichannel contact center, and AI Conversation Expert (ACE) for advanced conversation intelligence and sales performance, available to Spectrum Business customers. Showcased at Enterprise Connect this week, the two products will be integrated into UCX with RingCentral, a unified cloud platform for communications and […]
Francesca Roche
Why Sun River Health Fixed Employee Friction Before Fixing Patient Experience
For healthcare organizations, customer experience doesn’t begin with patients. It begins with the employees who support them. That reality sits at the heart of Sun River Health’s contact center transformation story — and it’s why the organization’s experience stands out amid the AI‑heavy conversations dominating Enterprise Connect 2026. In a recent CX Today interview, Eric […]
Rob Scott
60-70% of Your Contact Center Calls Could Already Be Handled by AI. So Why Aren’t They?
AWS recently put up to $50,000 in MDF on the table for Amazon Connect implementations, with a further $25,000 tied to its new agentic AI specialization categories. For Simon Leyland, CEO of Cloud Interact, a business built from day one on Amazon Connect, it confirms something he’s been watching build for a while: AWS is […]
Rhys Fisher

Shep Hyken

The One Word to Describe What You Do for Your Customers
If you can’t describe what you do in one word, your customers probably can’t either. I’m just back from the National Speakers Association winter meeting, where several hundred speakers met to hone their speaking and marketing skills. This conference featured Rory Vaden, cofounder of Brand Builders Group and the author of Wealthy and Well Known. One of the key takeaways for me (and there […]
shephyken
When Customer Experience Becomes Customer Transformation  
My favorite business book ever written is The Experience Economy by Joe Pine and Jim Gilmore. I’ve written and talked about this business classic many times. I recently sat down with Pine to talk about his new book, The Transformation Economy, for an episode of Amazing Business Radio. The interview was so good, I wrote about it in my weekly Forbes article, and […]
shephyken
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

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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