The CX Hub - CX News and Thought Leadership

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Featured Blogs – Forrester

How To Reconcile Your Key CX Metrics: rNPS vs. tNPS November 21, 2024
The end of the year is approaching, and for many of us, that means holiday preparations. I’ve already seen some houses decorated with lights and trees, and I must admit, I’m enjoying them. For some of us, this time of year also means year-end reporting of financials and performance metrics. Included in that may be […]
Pete Jacques
The Future Of B2B Buying Will Come Slowly … And Then All At Once November 21, 2024
In a short 18 months after the launch of ChatGPT, Forrester data shows 89% of B2B buyers reporting that they are using generative AI in their purchasing process. Providers haven’t yet seen a large impact on their revenue engine but should expect to see smarter buyers making more considered decisions faster.
John Buten
Social Suites Mature With New AI Workflows And Expanded Use Cases November 21, 2024
Social media has become a critical channel for marketers. It intersects many teams, from social media managers to commerce marketers and care agents. These often siloed teams need technology to help them effectively collaborate and measure the impact of their efforts from one place. Forrester defines social suites as: Platforms that combine multiple social tech […]
Kelsey Chickering
Zero-Party Data: The Gift That Keeps On Giving November 21, 2024
As data deprecation makes customer data harder to acquire, zero-party data provides a valuable means for brands to learn more about shoppers, deliver relevant experiences, and convert them from first-time customers into regular shoppers. Learn how to use this data to improve experiences.
Stephanie Liu

CX Today

Talkdesk Introduces an Offering That Embeds CCaaS Tools Into CRM Platforms
Talkdesk has announced plans to embed elements of its CCaaS platform inside third-party CRM and helpdesk systems. It will do so via a new offering: Talkdesk Embedded. Talkdesk Embedded serves up no-code and low-code tools that allow businesses to insert aspects of its Workspace, Conversations, and Copilot solutions into the systems “agents most often use […]
Rhys Fisher
The CX Leaders Awards Winners Are Here!
The winners of the CX Leaders Awards 2024 have officially been announced, and we’re thrilled to celebrate the trailblazers redefining customer experience excellence! From innovative strategies to leadership that inspires, this year’s winners have demonstrated unparalleled dedication to elevating CX standards. These awards highlight the most impactful leaders, innovators, and teams in customer experience, and […]
John Davis
Salesforce Completes Its Own Company Acquisition, Ignites Ownership vs. Partnership Debate
Salesforce has completed the acquisition of Own Company. Having initially been announced in September, the $1.9BN deal is now complete. The roll-up marks Salesforce’s most expensive purchase since Slack for $28BN in 2021. As a specialist in SaaS data backup, management, and recovery solutions, Own will beef up Data Cloud’s security and protection posture. According […]
Rhys Fisher

Shep Hyken

Taking the Job Personally  
I’m always impressed when someone truly loves their job and does more than expected. And that’s exactly what happened on a recent cross-country American Airlines flight. Here’s what happened: I fell asleep shortly after takeoff, and the meal service was over by the time I woke up. My very friendly flight attendant informed me that the […]
shephyken
Five Reasons Why Customers Leave
I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. One of the topics of the meeting was a discussion about why a client would leave. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. But let’s […]
shephyken
What Will Your Customers Give Up for a More Convenient Experience?
Imagine this … you’re running tight on time for a meeting and want to grab a cup of coffee. Do you choose to stop at the café that serves delicious coffee and has the friendliest barista but a long line, or do you use the office machine that serves an acceptable, decent cup in under a […]
shephyken

Articles – Experience Investigators

How to Align Customer Service and Experience to Drive Lasting Business Growth
When customers face a challenge and need help, customer service or support representatives are their heroes — and organizations have invested a lot of time to make customer support a breeze in a growing number of channels: Store representatives are trained to empathize with customers and know how to quickly get them tailored solutions in […]
Jeannie Walters, CCXP, CSP
How Hiring a Customer Experience Consultant Accelerates Your CX Success
Learn how a customer experience consultant can help your organization better engage customers, whether you’re new to CX or have a well-built strategy.
Jeannie Walters, CCXP, CSP
How to Use Customer Journey Maps to Solve Your CX Challenges
Let’s streamline your customer journey mapping tool search and prime your organization for success. It’s time to explore the essential areas to consider so you can meet your needs now and in the future.
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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