The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

The Unifying Power Of Rebranding: HCLTech’s Strategic Transformation January 16, 2025
Get an inside look at how the winner of Forrester’s 2024 B2B Program Of The Year drove a 15.9% year-over-year increase in brand value and a 75% lift in brand recall.
Karen Tran
Is A $7 Million Super Bowl Ad Worth It? Probably Not January 16, 2025
A 30-second spot at this year’s Super Bowl will set you back a cool 7 million bucks. And even if you wanted one of those spots, you can’t have it — they’ve been gone for a while. That must mean these ads are like the proverbial goose laying golden eggs, right? Wrong! Find out more […]
Dipanjan Chatterjee
Some Good News In The World Of IoT Security: The FCC Launches The US Cyber Trust Mark Program January 16, 2025
The US government is doing something positive around IoT security. With the launch of the US Cyber Trust Mark program, the Federal Communications Commission (FCC) authorized a program and developed rules that bring forward a voluntary labeling standard to inform consumers about the cybersecurity impact of wireless IoT devices they may bring into their homes. […]
Paddy Harrington
Introducing Forrester’s Brand Experience Index — Drive Growth With Both Brand And Customer Experience January 16, 2025
Enhancing brand experience in tandem with customer experience has a multiplicative revenue impact. Learn about our new approach for measuring and analyzing the two — and how it can point you toward avenues for growth.
Dipanjan Chatterjee

CX Today

Zoom Empowers Contact Center Agents with Dynamics Guides & Suggested Answers
Zoom has confirmed new AI-powered enhancements for its AI Expert Assist Expert Assist solution. In a nutshell, AI Expert Assist equips contact center agents with AI-driven capabilities to resolve customer issues more efficiently. Chief among the new features is Dynamic Agent Guides, which provide real-time, scenario-based scripting – powered by AI – to help agents […]
Rhys Fisher
The Future of Copilots and AI Agents: Takes from Microsoft, Salesforce, & NVIDIA
Cpilots and AI Agents are taking the world by storm. First, Copilots – the AI companion tools created by Microsoft, Google, AWS, Zoom, Salesforce, and countless other organizations—are paving the way for a new era in which every employee has access to a personalized, intelligent assistant ready to increase their productivity. AI Agents, on the […]
Rebekah Carter
Green CX: Why It Should Be on Your 2025 Agenda
As 2050 net zero targets loom, many enterprises are rapidly looking to reduce their scoped emissions. CX operations are not immune to the need to decarbonize. But it’s not just something they “should do”; it’s something that can bring big business benefits. Indeed, while these conversations could be seen as mere murmurations in the corners […]
Floyd March

Shep Hyken

Customer Service and CX New Years Resolutions That Are Easy to Keep
One of our Shepard Letter subscribers recently asked, “How come you didn’t do an article on customer service or experience New Year’s resolutions?” Great question, and here’s my answer: “Ask and ye shall receive!” There are plenty of articles that have been published about how New Year’s resolutions are easily broken and, ultimately, useless. I’m […]
shephyken
A Look Back at the Top Articles and Podcasts of 2024
We have crossed over into the new year, and 2024 is now a history lesson. But there is a lot we can learn from history. In 2024, I wrote 52 Shepard Letter articles and released 52 podcast episodes. Here are the five best from each category. Enjoy – and learn from these “history lessons.” Top […]
shephyken
Let’s Play 20 Customer Experience (CX) Questions – Part TWO
This week, I’m tackling the answers to 10 more of the 20 questions I answered last week. (Here’s a link to the article that featured the first Ten Customer Experience questions and answers.) Are you ready? Let’s go! What would the title of your CX superhero alter ego be? I’d be Captain Amazing, working with […]
shephyken

Articles – Experience Investigators

Customer Experience Strategy 101: From Vision to Implementation
Learn how to create a customer experience strategy to drive scalable success that delivers real business value.
Jeannie Walters, CCXP, CSP
Customer Experience ROI: Tying CX Investments to Business Success
Prove customer experience ROI with strategies to tie CX investments to measurable CX metrics and outcomes.
Jeannie Walters, CCXP, CSP
Five Ways to Thank Customers — And How to Find Opportunities in Your Organization
Gratitude is, of course, a year-long, 24/7 initiative. The more we focus on being grateful, the more opportunities there are! This is why it’s so important to consider not just why we are grateful, but how we show it. Looking for some sure-fire ways to thank your customers? Check out our guide. It offers 25 […]
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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