The CX Hub - CX News and Thought Leadership

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

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Featured Blogs – Forrester

Why We’re Moving From ZTE To SASE Terminology February 18, 2025
Find out why Forrester is pivoting away from the term Zero Trust edge (ZTE) in favor of the term secure access service edge (SASE).
Andre Kindness
Self-Driving Vehicles Still Need People February 18, 2025
The requirement to place red warning triangles in front of broken-down vehicles is slowing the rollout of autonomous trucks in America, highlighting a broader set of challenges with automation.
Paul Miller
How Advanced Analytics Can Transform Your CX Practice February 14, 2025
Integrating advanced quantitative analytics into their strategy can help CX pros with their two biggest challenges: improving experiences and demonstrating the business value of CX. Two new reports provide advice for doing this.
Rich Saunders
Should Your Organization Adopt An Internal Product Team Approach? February 14, 2025
Adopting this approach can come with advantages, including more flexible planning, greater business alignment, and more flexibility and adaptability. Learn which factors will impact its effectiveness.
Tony Plec

CX Today

What Is HubSpot Breeze, and How Does It Work?
HubSpot is evolving. Eager to become more than just one of the most “user-friendly” and versatile CRM solutions for sales, service, and marketing teams, HubSpot’s ecosystem is growing more AI-focused. Enter HubSpot Breeze, its comprehensive AI toolkit first introduced at INBOUND 2024. Breeze embeds AI across the HubSpot ecosystem, promising to revolutionize how companies interact […]
Rebekah Carter
8×8 CEO Rubbishes Talk of AI Eliminating All Call Center Jobs Within 5 Years
Sam Wilson, CEO of 8×8, has poured cold water over the idea that AI will replace all human contact agents. In an interview with Zeus Kerravala, Principal Analyst at ZK Research, Wilson predicted that the actual impact of AI on jobs will be minimal. The 8×8 man claimed that in five years, a typical contact […]
Rhys Fisher
Talkdesk Embeds Contact Center Tools Into Epic Cheers
Talkdesk has embedded several of its core capabilities into Epic Cheers, a popular CRM platform in the healthcare space. The capabilities include call controls and conversation management tools from the Talkdesk Healthcare Experience Cloud. Within Epic Cheers, these tools will help streamline the contact center agent experience, so reps don’t have to continually switch between […]
Floyd March

Shep Hyken

Six Game-Changing AI Customer Service and CX Strategies
AI is reshaping customer service and customer experience faster than we could ever imagine. But some are getting it wrong. While everyone’s racing to implement AI, many are missing the most important part – keeping the human element alive. Smart companies have found the balance between the human touch and the digital experience. One of […]
shephyken
Don’t Wait to Get Feedback Until After the Experience Is Over 
I love talking to other CX experts, especially when they are “in the trenches,” working for companies and organizations that practice what they preach. I recently talked with one of those experts, Gabriel Masili of Granicus, a company that provides government agencies worldwide with technology and support that creates a better citizen experience. Not only […]
shephyken
Don’t Make a Mythstake: Ten Business Myths You Can’t Believe
Some very popular business sayings are potentially detrimental to your organization. I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Can’t Believe. It met with plenty of positive feedback, so I’m going to share those five myths with you, plus five more. I’ve written full articles about some […]
shephyken

Articles – Experience Investigators

How to Fix Low Profitability By Improving the Customer Experience
Learn why low profitability is a symptom of poor customer experience (CX) and how investing in CX can boost business results.
Jeannie Walters, CCXP, CSP
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

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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